Home2 Suites by Hilton Cartersville — Hotel in Cartersville

As stated in other reviews, this property is run by crooks. My son plays travel baseball and we have stayed at Hilton properties every time we travel for the last several years, which is a lot, we are also diamond members. We use the state & government discount every time as my wife works for the school district. This has never been an issue before, when asked upon check-in, showing her district ID has been enough, an accepted, which has only been a few times. We always use self check-in on the app the day prior to arriving, but have never been charged on our Amex until we actually get into the room the next day. We also have a family friend whose son plays on the same team so we travel together, they also use the discount as he is also a government employee. When we both did the self check-in to this hotel the day before arriving as usual through the App, they apparently charged our cards triple what the rate was we had been given when booking the room. We did not realize this until the day of arrival. Our friend called them, about it and they requested his ID and travel papers upon arrival, he said he did not have travel papers, and they told him he would have to pay the full price for the 5 weekday nights we booked. He told them to cancel the booking and he would stay elsewhere, they promptly gave him a FULL refund with NO cancellation penalties. We, on the other hand, actually went into the hotel and spoke to the desk person about the charge being 3x the original amount that was booked for. We where asked for my wife's ID, she said no problem I have that, they then said well that's not enough we need your travel papers as well, we said we don't have that, we where told that we can not use the discount then. So we told her to go ahead and cancel the reservation, we will go somewhere else. Apparently she did not have authorization to do that, and had to call the manager out of the back to cancel it. The desk girl explained to the manager why we where canceling, and the manager said "no problem", tapped on the computer for a minute, then simply told us "okay you are all set". A few days later we noticed that the $1100 original charge was credited back but a new charge from them for $268 was on the card. We had originally booked this room for a total of $450 for the week under the discount. We called the property questioning the $268 charge, and the manager, now much more rudder then when we where standing in front of her of course, said it was a cancellation penalty charge, and it was their properties policy not Hiltons, even though she did not mention she was going to charge us this fee when we where there and had requested to cancel. Also keep in mind just prior to this on the same day our friend received a FULL refund with no cancelation fee for the same issue from the same person. We had to report this to Amex, which said they would investigate and credit us back the charge, several weeks later Amex re-charged us the $268, saying that during their investigation they asked the property why we where charged, and the manager simply stated to them it was for services rendered, even though we never went past the front desk at this hotel much less actually entered a room, so no services at all were rendered. The $268 is the absolutely highest 1 night charge they could charge us which is for a weekend night, which was not a night we had originally booked and for peak season. When I originally booked this hotel, the highest rate without a discount for the time we where going to be there was $132 a night. Now having to deal with Hilton...

I am currently at this hotel. Checked in last night at 10 PM. Went to sleep around midnight, when my wife noted that the sheets felt funny. She pulled off the covers, found stains on the sheet, fingernails, and hair (photos below).| Called the front desk. Obviously, housekeeping, was done for the day. She told us we were free to come down to get clean sheets. The night desk manager was helpful, gave us a stack of sheets, but was unsure which size she was giving us. Unfortunately, it took two more trips to get proper size sheets, but there was no mattress pad. Finally got back to bed at 1:30 AM.| I was walking through our room in my bare feet. My feet felt funny, so I looked, and they were covered in dirt and grime (photos below).| I spoke with the front desk manager this morning. She told me that she already told housekeeping to come to our room. I asked her if any adjustment can be made for my inconvenience. She answered, “it depends on how you made the reservation.” I told her that I made the reservation through the website as I am a HHonors Gold member. She told me that, since I made a government rate reservation, it could not have been made on the Hilton‘s website, and I was lying. I was not considered an HHonors member, and that I would not receive points for this reservation, nor would she add any complementary points for my inconvenience. Additionally, since I already had a low rate, she would not adjust it. When I told her, this was not true, as I’ve booked similar rates many times before, I was rudely told, “Don’t tell me that. I’ve been here a long time.“ She gave me a corporate email address to contact management.| Then, we walked over to the complimentary “breakfast.” Asked for juice. Breakfast attendant walked away. When she came back, another guest asked for juice. The attendant walked into a back room, and from the back room yelled out, “It’s on backorder.“. There was a milk dispenser with an “out of order” sign on it. There were 2 waffle irons, but an empty waffle batter carafe (see photos). Another guest asked for waffle batter, and again, the attendant walked away. They did have a premade egg McMuffin type sandwich, which was basically inedible. My wife ate instant oatmeal, but they had no spoons available, so she did her best to eat it with a fork..| We went back to our room. Housekeeping has not yet been in the room, despite the front desk manager telling us, they were told to come right up. We found housekeeping in the hallway and spoke with her. She had not been told about our issue – – the front desk manager had lied to us. | The housekeeper came in and changed the sheets.| It is Saturday morning, and I’m stuck in this rathole for two more days, as we’ve called six other hotels that are sold out. The other guest, that we met at breakfast, stated that they had bugs in their bed, and also could not find another available local hotel.| Disgusting and dirty hotel, with rude staff and an incomplete inedible breakfast. Not what I expect from Hilton. ...

We were there for a soccer tournament in the area. This was the night of August 19. Let me start by saying that your housekeeping crew is not helping your hotel out at all. So, I get to my room. There was trash from the previous people in the bathroom trash can. There was still a full trash can under the kitchen sink from the previous guest. None of the trash cans had bags. I actually happen to have bags for something I brought from home and put one in the bathroom. The shower had pubic hairs in it. The dishes in the dishwasher were dirty. I STARTED IT. The sofa bed was not made up like I requested. The paper towels had two left on them. So I go down to the desk and tell them what all was wrong in the room. I told them that it looked like she didn't finish to give her the benefit of the doubt. So I said we have another game at 4.45. We will be leaving at 3:45 for the next game if she wants to make it right. Thought I would give her a chance. I knew the hotel would probably be busy with tournaments going on. So we get back after the second game. Her results for a second chance was a roll of paper towels on the counter. She should have put it on the paper towel holder. Next, she stopped the dishwasher that I started with dirty dishes and put them on the shelf instead of letting it finish. She threw two large bags of bedding on the couch for us to make up the bed. Shower was untouched. Trashes. She emptied. No bags. Next problem. What hotel costs 283.20 and has two tv's in the room and neither tv would work because the one in the bedroom had no remote. The one in the living room, it would not respond. Night shift guy even came up and got it to work for a second then he could not get it to work again. Then asked if I wanted to change rooms. No thanks. Not at this hour. The gym that is ADVERTISED had no dumbbells. Nothing but cardio stuff. That is not a gym. Front desk said they got taken out because of some changes. Then don't advertise that! Being as how your housekeeper failed terribly, I made my child sleep on a pallet on the floor because I did not trust to pull out the sofa bed and expose my child to sleeping on it since she was such a slack cleaner. Got up the next morning and two bugs were crawling in the bathroom. I felt like I was at Motel 6! It was gross. I could not hardly sleep because I was worried about the filth I was possibly sleeping in. The herd of elephants above us never slept either. My son could not hardly sleep because of the sleeping arrangements. His body needed rest for his tournaments. He said he slept like an hour. He is too old to sleep with Mom and Dad as well! I look forward to hearing from you. I heard through the grapevine though that you are hardly there and so how could you know what was happening at your hotel as the General Manager! Not downing you. One of your employees said that! I look forward to hearing from you...