Home2 Suites by Hilton Bakersfield — Hotel in Bakersfield

UPDATE 03/19/2024

I have tried to contact Lisa the assistant general manager at the number she left in reply to my review and I have not heard from her or anyone else associated with Home2 Suites in Bakersfield about my recent stay. I have called twice and no contact has been made on their part.

I rarely write a bad review, however, this time I feel it’s warranted to relay my experiences. I was rather disappointed at the service I received last week. I was on a long solo road trip (15 hour drive) and needed a place to stay for a few hours and rest before continuing on my way in the morning. I had asked my partner to call ahead to reserve the room so I could continue driving. While she was attempting to make reservations, they hung up on her (twice). Upon calling back a third time, the receptionist had an attitude about the availability of the rooms. Finally she was able to book the room. All the other hotels in the area were booked solid with nothing available, otherwise I would have tried another hotel. When I arrived, it was late, so the entry doors to the lobby were locked. I completely understand for security reasons, but I stood at the door for several minutes before I was let in with the receptionist looking at me. As soon as the doors opened I was immediately asked if I had a reservation. Again not something that would normally be considered out of the ordinary, however there’s about a 20’ distance from the front door to the reception desk. I would have appreciated a greeting of “good evening” or “welcome” first since I paid over $350 for the room. I gave the receptionist my id and had my confirmation number ready. Also that the reservation had been made by my wife. The receptionist confirmed the reservation and asked me about my employment. It seemed like she was unsure of my reservation even though everything checked out. After I put the required deposit down, I was asked a second time about my employment. I was getting the impression that the receptionist didn’t believe that I was being truthful. The rest of the evening was uneventful, however in the morning the card readers were malfunctioning and had to have a staff member open the room. Again not out the ordinary, however the receptionist was standing at the desk and watched me walk by on my way to the elevator. I would have appreciated a heads up about the situation and had a staff member meet me at my room as opposed to discovering it and having to return to the lobby to resolve it. I was disappointed in the customer service all the way around. This was my second time at this hotel, the first time (3 years ago) I was impressed with the service and stay. This time I was far from that and quite disappointed considering how much I paid for the room. I won’t be back to this...

Check in was not the greatest. I got a text from the hotel asking what time I was going to be there and did I have any requests. I told them what time and I also told them I prefer a room that is NOT, I repeat that is NOT on the first floor. The lady that I spoke with ( Alyssa) said that would not be a problem and that the room would be ready at 4. I get there around 5 and I am checking in and the woman at the desk( not Alyssa) hands me a key card and says that room 102 is ready. I politely told her that I had spoken with someone about not being on the first floor and she immediately got an attitude. For no reason. She looks at me with her eyebrows raised and said that she doesn’t see it anywhere in the notes ( like I was lying ) about not being on the first floor. When I showed her the text she said “ Well I don’t know if we have any other rooms that are clean”. It is after check in time and you don’t know if you have clean rooms? Give me a break. After I asked her could she check and see, she said it’s going to be awhile and she just looks at me. I asked her if it will be a while before she can CHECK or if it was going to be a while before a room is clean. Then she says hold on and goes to the back for about 5 minutes and comes back and says it’s going to be about 45 minutes before I can get another room because they don’t have any that are clean and vacant that aren’t on the first floor. I told her ok and that I would come back in 45 minutes. I spend a lot of money and a lot of points with Hilton (Diamond Member) and this is not how I expect to be treated. Nor should anyone be treated this way. She was very unprofessional and rude. After I got back there was a new lady up at the desk and check in was very smooth. Room was nice and spacious (rm 506). Huge bathroom. Only bad thing about the room was you can hear when loud ppl are at the pool. Another thing that was not that major was the tv in the bedroom did not turn on the first night. I even tried using the other remote. And no it wasn’t the batteries because the remote could also work the tv in the living room . The next morning I called to the desk and They sent someone up to fix it right away. That lady was professional and very nice. After she fixed it The tv turned on but the internet did not work. Meaning the guide or the smart features like Netflix didn’t work. Not such a big deal but just a little bothersome since I wanted to watch Netflix. There is also a place called Frugatti’s right next door with great food. You can walk there. All in all I would stay there again despite my check in problems. And I would have checked in on the app like I usually do and pick my room there but the app was...

I am truly disappointed with my most recent stay at this location. I’ve stayed at multiple Hilton properties across the US and the service and cleanliness has always been exceptional. However, this visit was completely out of the norm. The day I checked in I was told I was being given a specific room type. Which I was not and had to move rooms the following day. The second floor smelled awful during my entire stay. I spent five nights during my first reservation and did not receive housekeeping, new towels, toilet paper, or paper towels. I literally had to obtain my own towels each and every time I needed one. After being in the hotel for five days with no up keep, I requested housekeeping and was told they were full for the day and could not come until the following day. On day six around 4pm I called the front desk to see if my room would be cleaned by the end of the day. The front desk supervisor Arianna was EXTREMELY rude over the phone and insisted my room wasn’t cleaned because I had only been in my room for a day. Which was incorrect and irrelevant considering I was requesting housekeeping and not complaining that they had not been there my entire stay. After the phone call I went downstairs to speak with the manager. Arianna stated she was the manager and continued to be rude in front of other guest in the lobby. She cut me off multiple times and was very condescending in the interaction. I spent over $1,700 on this stay alone and was treated with no common courtesy whatsoever. I will never return to this property nor will I recommend it. It is truly sad that such a great property is being supervised by someone with such a...