Home2 Suites by Hilton Gulf Breeze Pensacola Area — Hotel in Gulf Breeze

The hotel was nice, the breakfast was great and so was the location…. But the treatment you get here when traveling with a service dog is is horrible. I booked our stay on the Hilton website and indicated we had a service dog, and the Hilton website showed there was no charge for a service dog. For check-in I indicated I wanted the digital room key on the Hilton app. When checking in online the app wouldn’t work to give us the digital room key so I had to go to the desk and go through the whole 15 minute check in process that I had hoped to avoid after driving 1000 miles.

We checked in, got the room key and started bringing in our stuff when the girl at the desk started calling over to us saying you didn’t tell me you had a dog! I said it’s on my reservation. She said you need to pay a pet fee! I said it is a service dog and I have papers for him and indicated on the reservation I had him. I offered our service dog registration forms several times. It also said on the Hilton website there were no fees for service animals. She started questioning us in front of a lobby full of people what the medical reason is for the dog. We said you can’t ask that, that’s a violation of medical privacy rights. She argued and said she could and it was her duty to ask this. It was absolutely humiliating to have a bunch of people staring at us and I was not about divulge any medical information in front of a bunch of people. She then insisted after 5 min of arguing she was going to charge us. So, we went upstairs and called Hilton customer service and they assured us we were in the right and they would fix it and reverse the charge.

Fast forward 3 days to check out, we check out and I get the final invoice. I didn’t notice until we are on the road that they charged us again for the pet fee. I again call customer service and they told us that it was wrong for what they did and tried to get the manager on the phone who wasn’t in of course. They assured us she would call us the next day when she was. No response. I called the hotel direct and was told that she wasn’t in and they would take a message yet again and her her call. Next day rolls around and she never calls us. We called customer service again and they tried to reach her and the desk clerk said she wasn’t available and there was nothing she could do since we refused to cooperate when they were asking us what our medical reason was for the dog and I said it’s an anxiety dog! I said that because I wasn’t going to answer medical questions in front of a bunch of people and we were getting stressed out because they were hassling us. So she told us we had indicated it was a anxiety dog and that didn’t count for a service pet. While we were on the the phone with Hilton customer service representative and we were all talking to the clerk he informed to them that they were in violation of the federal law by asking us the questions that they did and the hotel still insisted they had every right to ask. They also claimed that I booked on a 3rd party site and that’s why we had issues, and that was NOT the case at all. I booked right in Hilton’s site.

So to all you veterans out there…. Think twice before bringing your service pet here. They are NOT service dog friendly here. We have stayed many other places and have never had this issue. The Hilton will be a hard pass for us...

I had to take points off for service, due to a payment issue. I had booked the hotel through the website back in early April, and paid for our stay then. We arrived Monday afternoon/evening, checked in, and we thought that all was well. Not so much. Upon checking our bank balance, we discovered a charge pending for $855. I went down to speak with the front desk clerk who checked us in with proof of our payment from April. Apparently the young lady didn't know how to add the tax and incidentals fee to our account, so she just charged us again and gave us our keys without saying anything to us about what she had done. I asked her when we would be getting our money refunded, and she advised us to go to our bank and tell them what happened, but that it could take as much as five days AFTER we checked out to receive it. I called the customer service number later, and was told that funds would be refunded within a day. Come Wednesday, the charge was no longer pending, it had been taken out of our account completely. Spoke to two other clerks, after being told that the manager was in a meeting. Was told that the first clerk did not process our check-in the way that it should have been, apologies all around, but at that point their hands were tied, which I understood. I asked for the manager to contact me so that we could hopefully come to some sort of resolution. Never received a call or an email. Thankfully, the money finally hit our account the morning that we were checking out, but being down that amount of money when you're two states away from home made for a very stressful vacation, on top of never being able to speak with someone in management about the problem. That being said, the hotel is terrific! Very clean, lots of room and amenities, nice and quiet, and in a good location. Plus the pet fee is only $50, which is great. I hate having to take points off for service, but I feel that this could have been handled...

We stayed Spring Break 2024 and although the location is excellent as far as to the beach & local places (stores/restaurants) etc. we noticed it was not as clean for what we paid to stay there. Simple things finger prints all over the mirrors and the floor feeling wet (we assumed humidity or freshly shampooed). We were overall pleased by the end, so we decided to go again for 4th of July week 2024 and stayed again. This time when we got there, the counters/microwave handle had food, hair all over the counter tops in the bathroom (including the drawers) and TOE NAILS on the floors like it was not vaccumed after the previous guest. We told the front and were assured a deep clean the following day. Came back that evening.. never happened. Then, we said it again and they came to make the bed.. still never was cleaned. We let that go.. but because of what happened after, I can’t let this go. My husband’s work laptop and work bag never came home. We checked our cameras and all over..and it was never brought home. It was taken.. had to be by housekeeping because it never left the hotel. They refused to look at footage because they said there was too much footage they said. He had a credit card that was also stolen from the bag that was used SUNDAY after we left to go home.. at Sea World Florida.. we were already back home in Texas when it happened. Now discussing it with corporate, because I’m very disappointed with how they’ve handled this at the actual hote..because we liked the front staff & location. I can’t help but think this was retaliation for complaining about the noncleanliness of our room multiple times. Maybe they should see which staff member “cleaned” our room and went to Sea...