Home2 Suites by Hilton Florence Cincinnati Airport South — Hotel in Florence

There was a lot good about this hotel but some serious problems too. We booked a mobility accessible suite. When my husband tried to check in online the day before we left home he was told that room type was not available. Apparently the previous guest had extended their stay. So they let the customer without a reservation extend his stay at the expense of the customer with a reservation. I know this policy is coming from Hilton corporate not this location but it is a stupid stupid STUPID policy especially where accessible rooms are concerned. The front desk tried to give us a hearing accessible room. A doorbell is not going to help when there isn’t enough room in the bathroom for the wheelchair. Then they gave us a two queen studio with a tub, not a walk in shower like we reserved. The desk was not inclined to really fix it. We were prepared to get by on sponge baths, so it wasn’t the end of the world, but what if we hadn’t been? If whatever Hilton bigwig decided that it was ok to not protect the room type of guests with disabilities got to a hotel and found out he couldn’t use the shower would he think it was ok? Accessible room types are not interchangeable. Be careful if you need specifics.

Otherwise the accessibility of the room was very good with a couple of blips. The beds were open frame and low enough to allow for easy transfers. The hoyer could make it to the toilet as long as you steered it really well. Hard floor rather than carpet, roll under sinks that worked. Storage was at the right height. The room was plenty big enough. A wheelchair user could access either bed. There was no lowered peephole in the door and there was a big lip as you moved from the faux wood flooring in the bedroom to the tile in the kitchen and bathroom. Probably 1/4 inch? No threshold strip. My husband’s power chair did fine with it but it was rough with the hoyer.

Service was generally very good except when we had really difficult situations. The screwed up reservation then a late night maintenance emergency (more info later). Daily housekeeping, front desk was friendly and helpful. The room was clean and well maintained.

Breakfast tasted good but was very much packaged food and grab and go. Very limited options for gluten free.

Our last night there my husband woke up to the sound of dripping water. When I checked there was water POURING through the bathroom ceiling. The first desk clerk didn’t really seem to get how serious it was. She offered to move us to a different room but wasn’t really going to do anything about the fact that the bathroom was flooding. Fifteen minutes later when the night shift was on the new clerk at least took it seriously but they wouldn’t call in after hours maintenance or anything. We were again offered a different room but it was not ADA and it wasn’t going to even sort of work (again we use a hoyer and platform beds are physically impossible). It finally slowed down and the desk clerk gave me a bucket to put under the last remaining drippy spot.

Overall it was a good experience. Just Hilton really needs to reevaluate their reservation policy...

There are no Diamond Level parking spots. The area under the awning at the lobby is only wide enough for one car and someone had parked their SUV there. No one was checking in and it was there for hours so I have a feeling it was a worker. Air conditioner doesn’t work properly. Super cold during the day but at night constantly running with warm/hot air- changing the thermostat did nothing… Almost feel like it’s controlled by an outside source and thermostats are for show. No vent in the bathroom so between the heat at night and the swimsuits trying to dry in the bathroom, the room was extremely muggy and since the window does not open it’s terrible. Dishwasher smelled like something had died inside of it. Bathroom sink had a leak at the U drain. Found a drain fly larvae by my toothbrush in the bathroom. Since Covid started, all Hilton properties have supplied in room sanitation wipes and bag the remote controls once they’ve been sanitized- not here. Tile floors in the elevator are missing all their grout, have popped up and are cracked. Not safe and definitely not handicap friendly. Two washing machines but one was broken when we got there and the other had an out of order sign the next day. Ironically, it worked just fine for the employee to wash his laundry… Tables dirty and chairs all over the place hours after breakfast ended while the employee sat behind the desk on her phone. Door handle to the pool absolutely filthy. I took a Clorox wipe to it for 70 seconds and had it much cleaner. Imagine what an actual cleaning product might do... Barn style door on the bathroom is miserable. My 10-year-old could not physically push it or pull it. Not sure if it’s a track issue or a design flaw or damaged but it definitely doesn’t work. Also, no way to lock it And the shower door is completely clear so...and there are approx 7tv channels. Saturday night there was a group of about 50 that checked in and took over the outside patio and indoor pool. Most of them were under 12, so no vaccine avail and zero masks. Only one emp we saw wear a mask consistently, three others wore them under their chins the whole time.

Good stuff- location (restaurants and shops close), rooms seem insulated (pet friendly but didn’t hear when in rooms, parking lot full but no noise issues), nice workout room, lobby smells clean, the beds and pillows are decent, the fridge is an apartment size and you need a key card to get to upstairs rooms (safety).

So if you travel with blinders, put em on and enjoy your stay...and hopefully you also have a...

I just have to share my experience. My husband and I arrived Friday we came from Nashville TN due to giving back to the community of Florance Ky. I came and helped a good friend with his free dental day at Embrace Dental Care. I thought the room we stayed in was very nice and newly remodeled. I went into work at Embrace at 7am and returned around 2pm. I was so exhausted. I made sure before I even left to put not only one sign but two on the door that I didn't want to be disturbed or the room clean the night before. I worked at my own office Friday and then drove 4hrs to give back and help with FREE DENTAL DAY .So as I returned to the room Saturday I got comfortable to go to sleep as three knocks at the door so I jumped up to look out the peep hole. Before I even reached half way a man walks straight in my room. I had nowhere to hide my body or cover up. He just stood there as I had to scream get out!! He still was in shock as I screamed again and he tried to start explaining and still not leaving. I put cloths on and went outside the door and asked him why he would walk in my room. He said we thought you checked out it was a misunderstanding. No you don't make a mistake like this!! I call down to the desk as no managers was on duty so the young lady I did speak with was very apologetic and said I will adjust your fees for the night. I'm still so upset that I was violated in a horrible way. I was scared to evem leave the room by myself at that point. The next morning I called to speak with the manager. He hadn't heard anything about what happened at this point so I shared my experience with him. He said I already see that they adjusted your room this should not of happened and offered hilton honor points like that would give me back my dignity. He also stated he couldn't do anything else without the gm approval. I feel the least they could of done was take care of my stay for the two days as it ruined my entire stay and I still feel like it will take time to get that out of my head. I feel scared and violated. I would thought higher management would have contacted me with what happened as the manager on duty seemed like it was no big deal. I have an appointment to speak with someone about this situation tomorrow to see what steps need to be taken since it was ok for this to happen to me at their property . It's not for any reason acceptable I'm literally afraid to stay in another room as of right now. Please secure your room while staying at...