Home2 Suites by Hilton Brownsville — Hotel in Brownsville

I do NOT RECOMMEND! Please read the reviews!

My stay was 01/22/2025 and I was already over charged when the site states 121 but I was charged 236 with 50 dollars deposit back just to stay a couple hours checked in at 8:30 pm was out at 5:59 am. Okay no problem as I was looking into my account I noticed I was charged an amount that was about a one night fee so as if I got charged twice for one night but on my invoice showed nothing for this explanation. Okay so I call the hotel asking to speak to someone in charged because I am confused at this point however they stated manager is not in until Monday morning and will contact me first thing. It’s now almost noon Monday and I had to call however manager wouldn’t get on the phone so I called customer service and she got on the phone then. When she got on the phone her tone was very hostile and angry which is also confusing because I should be the one upset. She stated she was the one that went into the room personally and had to deep clean it however there was only one girl at the desk she wasn’t the manager and I was already told the manager was not going to be in until MONDAY MORNING! As I proceeded to ask her why she was trying to charge me for a smoking fee when I did not smoke hell I only left my room once because I was so sick from surgery. She said she was not going to take my call if I continue to speak and then I heard dial tone she hung up. Obviously i have to speak because I’m trying to understand what is actually going on but OBVIOUSLY SHE WAS LYING she couldn’t even continue to explain how or why she just decided to hang up on me. I called back they did not pick up as she noticed it was from my phone number so I called customer service to file a complaint and as I’m on the phone my Bestfriend calls the hotel back to get the managers information the lady at the desk did not want to give her information until she heard me say they are not trying to provide this to me. Then she proceeds to say RUTH MEDINA is her name. I tried getting the district manager or someone above her position to speak to then the lady placed us on hold and never got back on the line. I filed my complaint and was still on hold. She was very rude and disrespectful she charged me for something I did NOT DO again I had just had surgery and was very sick I couldn’t smoke if I wanted to. Smh I would NEVER STAY HERE AGAIN AND IM FILING FOR MY MONEY BACK ON THE FEE and what is the reason for the deposit fee then? Seems like they just want to rip people off. This is very disgusting never have I ever dealt with anyone that left this distasteful taste forever.

Had I looked into this before staying I would see how many poor stars this hotel had received and it’s probably from the experience this disrespectful manager has shown. Once again I just had surgery and been very sick so that wasn’t in my mind to do so. She shouldn’t have the opportunity to work for anyone with the way she treated me and handled this situation. I’m very upset still trying to heal as we speak and trying to get my money back for this fee.

I do NOT RECOMMEND! Please read...

There is nothing to say against the place it self, the rooms were great and very well kept. But the customer service is a zero. First of all we ended up paying much more than we had booked for when on our way from our home (6 hours away) we find out our reservation was cancelled due to them charging our card which was never agreed to since we were not going to pay with a card but with cash- so they gave us a queen suite when we had originally reserved a king. Anyways that aside on Sunday night while me and my five children were going to the lobby to meet my husband the electricity of the ENTIRE bldg shuts off!!!! My children and I were in the elevator at the time!!! So while calming my children down and trying to figure out how we would get out of there I hear men’s voices so I bang on the door and thankfully the elevator made it to the first floor and the guy working the front desk said “oh I have a key” like so blankly. Once he opened the door there was no apology made he didn’t check to see if my children needed medical attention, nothing just made this comment “ Well that’s one thing I don’t have to worry about” 😡 needless to say I was mad, it didn’t help there was another guest downstairs running his mouth... and come to find out this same electric surge took place last weekend as well, at least the manager (who is constantly MIA) could have done was warn the guests that it could possibly happen again and you’d be taking the elevator at your own risk.... I figured we are going to dinner things will be better when we return, we returned back to the hotel around 11pm- same guy at the desk didn’t bother to look up at us or anything to apologize. So here I go up the stairway to the 3rd floor since my daughter is scared to get back on the elevator.... I am just shocked how the words customer service doesn’t mean anything to this hotel. While checking out my husband expressed everything we went through to the front desk clerk named Sasha and she assured him they had his contact info and the “manager” would be contacting us... but that’s a lie they run this hotel like a high school with these young kids working and not understanding social skills. This will be our very last time staying...

I stayed here for one night for a business trip. For being a Hilton property, this location is severely lacking. The first thing that I noticed was that there was no toilet paper to be found anywhere in the bathroom. As the night progressed, the list of things that were either missing or broken just continued. The toilet was broken so it would constantly fill that leak into the bowl and then refill. This happened all night.... sometimes the toilet made a squelching noise which cost me to wake up multiple times throughout the night. The GFCI outlet in the bathroom did not work. It was not tripped, it just didn’t work. So you couldn’t use anything electric in the bathroom. Multiple lights throughout the room did not work because they were simply missing the lightbulbs. It totaled three lights completely missing. The light on the desk did turn on but the arm was broken so the light couldn’t be aimed anywhere, it would just point straight down towards the base but didn’t illuminate anything to work on. One of what seemed to be most concerning was the door would not lock. Meaning, when you get into the room, the first thing you do is lock the deadbolt. Will be bold would not engage because the hole in the jam was not lined up to the deadbolt and the door. When you’re in the front of the building outside, there’s a Horrible trash smell. You look to the right and the dumpster is over flowing with trash bags and they are just stacking the bags on top of each other on the pavement in the front parking lot.

When checking out, I informed the young lady at the front desk about all of the issues. I asked if there was a manager to talk to. She said no, there is no manager on duty but that she would have one give me a call. The girl behind the desk seem to put out that I was even asking for a manager. It is been over half a day and I still haven’t...