Home2 Suites by Hilton Clermont — Hotel in Clermont

Edit: (Aug.25) Barry reached out to me about our stay. He expressed that this is not the experience we should have had and was extremely shocked and disappointed about this review.

He was appalled about sign at the front desk, explained they are a Hilton brand, not a cheap hotel and should have been greeted with someone at the desk instead of the note and no one at the desk.

He also expressed concern about the comment made about “being tired of all these softball teams trying to check in early”That he himself would never say such a thing. They are extremely close to the fields and pride themselves in being one of the places for teams to stay at.

He will be addressing the issues immediately and explain the check in policy better to his employee.

We will try them again at an upcoming tournament because he asked for a chance to make up for our experience.

I appreciate the effort to touch base with your guests and hope that this was just a one time experience.

Came to stay here for a travel softball tournament. Loved that it was close to the fields and the rooms were large.

Unfortunately our games were canceled for the day due to rain at 10 am. We came to the hotel at 11 to check out where we would be staying knowing that check in was at 3.

There was a note at the front desk that stated “we are not doing early check in’s at this time. Add your name and number to the list and we will call you when your room is available”. I add my name to the list and we went back outside for a while and then came back into the lobby to use facilities and quite a few teams were all patiently waiting for check in, hanging out in the lobby and chatting amongst themselves.

At 2 pm (check in as at 3) I approached the desk and asked if there was possible that the room was ready or if they had any idea if it would be ready soon.

I was told that if we wanted to check in now it was going to be an additional $65 because the manager is tired of all these softball teams trying to check in early.

I asked for the managers name which was Barry.

I immediately called Hilton customer service. Explained what happened and asked if that was standard policy. He said yes but it is at the hotel’s discretion. I told them I thought this interaction was inappropriate and terrible customer service. He asked for my confirmation number and placed me on hold after telling me he would check into it.

After 15 minutes on hold, customer service hung up without ever coming back on the phone line. Never called me back. But IMMEDIATELY the front desk let us know that they would be checking everyone in. (2:23pm).

The entire experience left me never wanting to spend money at this hotel again, no matter how close to the...

The room was not clean when we arrived. Carpets wet and smelled of mold 😳. They had just cleaned the carpets but allowed guest to a room with a wet as floor. Who does that ? 🤔There was hair around the toilet and red streaks of unknown substance 🤮 around the lid. The shower was dingy as hell and the refrigerator had hair in it too 🤢. The dust found on top of the kitchen. Cabinet was out of this world. It was so much dust it was raining anytime you walked by or opened the room door. We had to visit the Dollar Tree for cleaning supplies just to get the room clean. Thank God I keep gloves and trash bags in my car. I had to clean my own room just to make myself feel better about staying here with most rooms being booked up for spring break. The front desk staff Ms. Denisse an older, short, white lady with a nasty attitude was not helpful and did not care at all about my concerns. The manager didn’t care either! She said she was calling the manager to report my issues and concerns on 4/02/22 today is 4/06/22. The manager, Denisse, and housekeeping in this place need to be terminated. If you’re thinking about staying somewhere clean and inviting go elsewhere! This is definitely not the place and I will NEVER stay here again. The chair at the desk was so soiled and stained I was scared to sit in it. I dusted, and cleaned for hours to get this room clean because I am a very clean person and I used to be a housekeeper years ago before becoming a nurse. I know the risk of bacterial infections and what harm can come to people; especially when you don’t care to be clean. It sounds like something simple until someone ends up with a deadly virus 🦠 or infection they didn’t know they had. All rooms should be cleaned and checked prior to allowing anyone to reserve them. The housekeeping should be ashamed. They aren’t cleaning these rooms at all because of covid; mind you they tell you this at the desk before getting your room key. But none of the staff or guest are wearing masks 😷. Make it make sense! So why aren’t you providing housekeeping to guest? 💭 The videos and pictures I have of this nonsense will definitely be shared on social media! Don’t want bad press or complaints do better! Stop slacking and thinking you can treat people any kind of way! I’m a loyal customer and when I am provided good service I always return! Since this was such a horrible experience this is my last time ever! And you can trust and believe that I will be getting the word out! Please don’t respond as if you GAF because you don’t and if you did a face to face or phone call related to my concerns would of happened by...

I stayed here along with many other friends and family for my wedding. While the rooms are very spacious and were very clean; my greivance is mainly with the service I was given before my stay. I called about a year ahead of my wedding weekend to set up a hotel block; as this hotel was the nicest and had the large rooms compared to the other hotels in the area near my venue. It took me weeks to get a hold of Alina, the Director of Sales for this location. I called her a number of times and left her voicemails over a period of a few weeks trying to set up the room block. Once I was eventually able to get into contact with her we set up a contract and put the room block in place. Closer to my wedding, my guests were calling me and asking why they were able to book a room for cheaper by just going to the website; as when my special link was used the rooms were more expensive. When I reached out to Alina asking why that was (as I thought I was getting a special rate reserving a room block), she was answering as if she had a preset response and it really was not making sense. She said I received a "substantial" discount at the time of booking ($189 a night) but on the website they were offering rooms for as low as $154. I sent her a screenshot of what I was seeing that very day, and after I did that, the rates online "magically" increased so now it appeared as if I had a discount. I would not recommend booking a hotel room block with Alina, she appeared to be helpful at the beginning but near the end when I had questions and concerns she was rude and very unhelpful.

Another issue I had was I asked for early check in; I spoke to both Hilton's call center as well as the onsite staff expressing my desire for early check in. I 100% understand that they could not guarantee that to me; they told me to call the day of check-in and see what they had available for early check-in, I did that and they were happy to accommodate my request and said they had a room ready. When I arrived at the hotel, my early check-in was given to my other friends family members that arrived a few minutes before me. Not a big deal, I only needed to get ready for the rehearsal dinner. I had just told them I was the bride and they assured me I had priority. The staff at the front desk was able to get me in to a room about 15 minutes prior to the normal check in time.

Other than that, I had no issues with my stay, and no one who also stayed at the hotel had any issues that I know of. The room(s) were huge, clean, and quiet. They also allow dogs which is a plus! Just don't book a room...