Home2 Suites by Hilton Cape Canaveral Cruise Port — Hotel in Cape Canaveral

The Hotel itself was wonderful. The General Manager(Tony) Customer Service Advisor (Jessica) and Employee (Courtney) of this Home2 are less than accommodating or cooperative. First, The Manager checked me into my room and put a pending charge on my account before even arriving at the hotel. After arriving the front desk attendant was not able to verify my check in because apparently they were in the middle of switching over systems from one Hilton system to another type of system. Jessica tried to step in and wanted to charge me again at check-in. She proceeded to get Tony because she was unable to verify what my bank showed as pending for checking. He rattled off to her You won't see it right now you'll have to wait after audit. I received my key and proceeded with my daughter to our room. Fast forward four days at check out, I turned in my key and ask for a receipt. I then stood there while the attendant could not figure out why she could not check me out. She inturn went and got Jessica. Jessica tries to check me out and proceeds to charge my card $259.76. My phone notification goes off my bank app said I was just charged. I show Jessica and she claims that was supposed to be coming back to me not being charged to me. Now I have a pending charge on my bank account still as of today because after trying to get this resolved while I was standing there in front of the attendant and Jessica nothing was done because they were not knowledgeable enough to know how to reverse the charge. Also I was quoted a different price for my stay from Hilton than Courtney gave me when I called to confirm my reservation. Jessica said she could not get a hold of Tony the GM as he was out of town. Jessica gives me her personal cell phone and tells me she is going to follow up with me to make sure I'm refunded back what they have screwed up in their system. Today is April 10th 2025 I checked out of the hotel March 22nd and I still have pending amount on my bank that has not been released nor refunded back to me and I cannot get Tony the GM or Jessica the customer service advisor to respond to any emails that I have sent or return any phone calls with voicemail messages I have left. Yes I have contacted Hilton and Hilton sent them a 3-day turnaround for response and Tony apparently responded to Hilton and said I've already been refunded Jessica had sent one email prior to contacting Hilton after I reached out to her numerous times to tell me my refund would be on its way they're waiting on their credit card company, that email was March 26th. I have heard nothing from her since and I have reached out numerous times. I've contacted my bank and they have told me that it is on the hotels end because they have not completed the transaction refund so the money is just being held and cannot be released until the hotel releases it. Mind you my bill was over $1,000 for the 4 days and it has been paid in full already. I am beyond upset with this management team because they have been terrible with customer service. Quite frankly they haven't given a damn about customer service at all. So be careful if you stay at this hotel because you might end up being treated the same...

7/22/2025 - Update, hotel management has not corrected the situation with my review below. Buyer beware this hotel's management can care less about their customers. Plenty of choices in the area other than this hotel.

4/21/2025 - Based on the continued 1 star reviews it is obvious the management at this hotel continues to treat customers badly as per my experience last year. Stay away from this hotel, there are several other hotels in the area that will treat you as a valued customer.

Just a reminder to avoid this hotel per my review below. As a 11 year Hilton Diamond member, I have since switched the majority of my business to Marriott due to the this hotel managements treatment of very loyal Hilton customers.

I reserved 4 hotel rooms for a night prior to a family cruise. Half of us got stranded in Charlotte due to a flight cancellation. The hotel explained they could not refund my Hilton points and I understood this policy as I had not cancelled 48 hours prior.

Subsequently, I was charged $240 for a no-show fee from Home2Suites as they stated this was their policy. They did refund my Hilton points for the room after they said they could not. It is apparently obvious that management wanted their revenue despite my Hilton Points being applied for this reservation. Regardless if anyone physically stayed in the room, my points accounted for their revenue basis for the room.

When I called to speak to management (Jessica) she avoided my calls and hid behind her front desk staff.

I called the Hilton Diamond desk and they have offered to refund my $240 which is fine but this management at this hotel is trash in my opinion and I advise everyone to avoid them if possible as they definitely do not put customers first.

Hello John

Regardless of Hilton's policy, you as management have the option to use my points rather than charge these no-show fees. You received compensation in the form of my Hilton Points and choose, in my opinion, charge my credit in a fraudulent manner.

The Hilton Diamond help desked confirmed that the hotel management had discretion in these situations. They have now offered to cut me a physical check in this case due to your management...

My family and I reserved a military rate, accessible suite here during our children’s spring break from April 8-10th. We traveled 9 hours and needed to arrived later at night. Upon check in the receptionist provided keys to one room. The floors in the kitchen and bathroom were very dirty with visible dirt smudges everywhere and the toilet was dirty. I immediately went to the front desk and informed them and I was informed they did not have a comparable accessible room and offered to let me take a look at the regular rooms. I did and let front desk know we needed the accessible room for my son. I asked for cleaning supplies, took photos and cleaned the room myself. I was told it would be noted and the hotel management would follow up. There was no follow up so I asked for the manager (Jessica) again at checkout and a lady was complaining about being charged for a room she did not have. The housekeeping manager (Matt) was called for me, as a result. I showed him the photos and he apologized and asked me to text the photos to him. I did and I was told I would be comped. I was told once Jessica was done assisting the other customer she would handle my concerns. Jessica told me I’d see comps within 48 hours. When I returned home and checked my account, I’d been charged twice for two different rooms. I called the hotel to inform them and each time there was a reason why Jessica couldn’t come to the phone. I was told she would call me back and she still hasn’t and it’s been a week. Additionally, Tina from the hotel asked me to prove I only had one reservation. I sent emails to the hotel’s email address and Hilton guest services with detailed information, requests and copies of receipts. I called the 800 number and they called this hotel and Jessica did not come to the phone for them either! This location is a disgrace to the Hilton brand and I have never received such awful customer service and lack of care or concern for customers from a Hilton as I have experienced with them....