Home2 Suites by Hilton Edison — Hotel in Edison

I booked a suite for Friday night & was extremely disappointed upon checking in after a long day. I went to the front desk to check in to be told that their systems have been down since 7am that morning & that they couldn't look any reservations up. I told them I had reserved something earlier during the day and they asked me am I sure if I booked at this specific location and said yes & so I showed them my email/confirmation number off my phone. He asked me what type of room I reserved and I told him I had a 2 queen bed & sofa suite with a kitchenette. He asked me if I really needed a 2 queen room w/sofa and I said yes, I wouldn't book it if I didn't need it. He just asked for my ID and credit card and made a copy of it & then wrote down a random room number on a key card sleeve & proceeded to walkie-talkie another employee to have my room open. Once my guest & I got to our floor we saw that the room door was left open for us. The room was extremely spacious, clean, & modern looking with very nice decor, & the bed itself was very very comfortable & probably provided one of the best relaxing sleeps Ive gotten in a long time. I wasnt given our wifi password, or my welcome Hiltons bag with water that my membership status had as I just recently got upgraded to Gold status so wanted to see what the extra benefits were and it def was worse than silver. Not wanting to deal with the hassle of having to walk back and forth to the front lobby for them to open each room to use the hotels amenities like the pool & gym we decided to just explore the surrounding area and get something to eat. Coming back I had to ask for my welcome back for the bottled water we could use & had to be followed up to have our door unlocked again. Breakfast was a major disappointment as well as the morning staff in the kitchen was not refilling things on a timely fashion so it was very limited to what we can choose for breakfast and had to wait a bit to get some simple english muffins about 30 minutes before breakfast time over. Both their waffle machines were apparently broken according to the one kitchen worker I was asking and also had to wait about 10 minutes for coffee. After the mediocre breakfast, I walked up to the front desk to ask what time checkout was and was finally given 1 key card 1 hr before checkout time. If it weren't for the clean & great rooms, I would have rated this the worst Hilton brand stay I've ever been to. I know the computer issues wasn't the staffs faults but as a corporate chain, you would figure they wouldn't book any rooms for a place where things aren't working as they should & not having people be able to enjoy all of the places amenities as it should be used & staff should know things better regarding hilton honor members. I'd like to give them another try in the future though as the rooms were so nice and comfortable and local to many areas of where I...

NEVER AGAIN. I paid for this hotel prior to my business guest's arrival. Yet, their visa was ALSO charged (authorized) for the entire amount. My business guests (who drove 8 hours) contemplated sleeping in their car because they did not have the funds to check in and return home. I had to fight for a refund to their visa card.

To add insult to injury, Home2Suites simultaneously charged (authorized) 2 of my visa cards for the same hotel stay as well.

This resulted in 3 credit cards being authorized for the full amount for 1 room. How does this happen at a hotel?

When I spoke to the GM, an apology was made and she finally issued a credit. However, because the reversal process takes 2-3 days total, she blamed the bank for the inconvenience not their inability to properly check in 1 guest to a prepaid room. She continued to blame shift and no other accommodation or credit was made for overdraft fees that I incurred or for the inconvenience.

This affected my business reputation and my guest. The GM did not care. She stuck to her guns that the problem was the bank not their incompetence in checking in someone to a pre-paid room! The GM said she may be able to comp a night at her establishment only but there is no business or personal need to do so.

I asked her for a Hilton Gift card or reimbursement for fees incurred but this was flat out denied. I will never stay here again and will not use this specific hotel for personal or business purpose. This is unacceptable. The GM's response was deplorable. My guests traveled from VA to NY, worked for 6 hours and simply wanted a place to lay their heads down before they could safely drive back. Instead, they were stressed out and inconvenienced.

I am left waiting for 3 separate authorizations to drop off 3 visa cards and pray my guests will trust me in the future....

I have enjoyed this Hilton brand since they launched them. The rooms are a great size, the full kitchenette is a bonus, and there separator between sitting area and beds is a great touch.

This location however left so much to be desired. Had this location been my first experience with Home2 I would never come back. Ever.

First, I was not given the room I selected in the app. They were sold out and had decided to give it to someone else. I was checking in for 2 nights with my wife and our son.

Upon check-in the usual "sanitized" sticker that marks the door to the room was not present. There was no toilet paper in the room. Not even an empty tube. I went to call the front desk and the phone was not only not plugged into the wall, there was no cord. I went and found someone that was in the linen closet and they gave me a single roll.

Then we noticed that there were only 2 towels in the bathroom. Just 2 towels.

The dishes that were provided in the kitchenette, I have been told by other locations, are sanitized between each guest after being run through the dishwasher. I picked up a drinking glass that has lip marks on it.

A previous guest had left the safe open but put a combination on it so it couldn't be used. The front desk said they'd tell someone. Forgetting that I was in need of using it.

The following morning wasn't any better. The shower provides shampoo and body wash dispensers on the wall. Of which the body wash turned out to be empty. Nobody came by to touch up the room or to refill coffee or the soap dispenser.

It's disappointing to say the least. We will definitely not...