Home2 Suites by Hilton Brownwood — Hotel in Brownwood

I rarely leave reviews, but our experience at this hotel was unacceptable on multiple levels.

First, cleanliness was a major issue. The sofa bed mattress had urine stains and smelled strongly of urine. The mattress cover was also stained. When we asked for help, the staff’s only suggestion was to “add extra bedding” and sleep on it for the night until management was back in the morning. The employee even questioned whether we even saw urine stains. Only after we insisted several times (and threatened to leave for a refund) did he reluctantly agree to exchange the mattress—by having us drag the soiled one into the hallway and set up the replacement mattress ourselves. Completely unsanitary and unprofessional. We also found a chicken bone left in the dishwasher.

Breakfast was another disappointment. Staff couldn’t keep up with demand, and basic items were often out—plates, cups for waffles, protein items, yogurt, etc.

What’s worse is how management handled everything. The hotel texted mid-stay asking for feedback; I gave a 1-star rating, and they offered to call. No one ever did. At checkout, the manager repeatedly interrupted me, minimized my concerns, and said, “Well, the staff got you a new mattress, didn’t he? I see it in the notes.” as if that excused everything. Instead of listening and being empathetic, she pushed extra Hilton points like a band-aid solution. I was not looking for any freebies!

Then came the most disturbing part. Management later called back (as if she was trying to prove a point) and claimed the district manager had, in fact, called our room and “spoke to a man.” I explained that we weren’t even at the hotel at that time—and when we returned, our door was propped open with a towel. I had assumed one of my kids left it that way by mistake, but now I question who was in our room. When I pressed further, their story changed: suddenly, they claimed the call went unanswered in the room, so they “called my cell and a man answered—maybe my husband or son.” I explained I was waiting by my phone the entire time, received no calls or voicemails, and had no missed calls from the number they mentioned. That lack of consistency only adds to my concern about guest safety and honesty in communication.

Overall, this was one of the worst hotel stays we’ve ever had—unsanitary conditions, no housekeeping, poor service, defensive management, and questionable security practices. Very disappointing, especially from a...

Please double check your reservation. I made a reservation for this past weekend. Customer service assured me there was a seperate bedroom. I get there the seperation is a curtain. So tacky I have never stayed in a hotel with only a curtain separating the room. I notified management reservations did not make my reservation correctly. Breakfast waffles were great. Not like other hotels where breakfast made that day. You get a premade biscuit with egg, sausage. Thats gross. Sausage is rubbery, egg is like powered egg. I don't know but it was nasty. Other hotels like Homewood suit or embassy now thats breakfast everything fresh. The price is more than it should be especially for a small town Brownwood. Originally it was around $197.00 price decreased because they were not fully booked we ended up paying 1 $153.47 only because I changed Reservation the night before for a better rate. Home 2 suits needs to have reservation customer service needs improvement. The sleeper sofa was so small. Not a full size couch. These details should be mentioned prior. The price I paid definitely not worth it

Response from hotel Apologies, it looks the reservation was made under a studio suite as opposed to the one bedroom suite. If you would like to upgrade to the one bedroom it will be a $20 upcharge + tax. Please let me know if you're...

If I could give this hotel and their Staff 100 STARS I would. I am so thankful for Mikel and Ann today. They made me feel so cared for and loved.

Backstory: My husband, our four children, and I spent the night last night. My husband and I had drove to Brownwood separately out of a spontaneous decision to go to an event. It was not a planned stay so we didn't have anything we would have if it was. Our plan was to sleep, eat, and head home. We slept, my husband left early in his truck to go to work and I was with the children. My husband called the hotel phone to let me know he accidentally drove away with my keys. He was two hours away and we were at the hotel with no keys, a dead phone, and 4 children. I went downstairs told Ann what happened. She talked to her manager and they let me stay in the room till noon, Mikel helped my get breakfast for the kiddos and myself and walked it to the table for us. When we got out of room at noon we had to stay a little longer in the lobby. Ann and Mikel talked with the kiddos, got them a treat for lunch, and Mikel even left and bought my 2 year old diapers after noticing we were running low. These two individuals dont know how much their hospitality and love made this momma not stressed or worried. Thank you Ann and Mikel and...