Home2 Suites by Hilton Hilton Head — Hotel in Hilton Head Island

To the general public/possible customers, please take the time to read this BEFORE you stay. We stayed at this hotel for 2 full days, so it wasn't just a quick overnight stay. Well, we felt as if we were being treated differently because we used some of our Hilton points through our American Express Hilton Card account and have been customer for a long time. To get to the point, they accused my family of smoking in the hotel room. We never, ever had done such. They actually sent their Maintenance guy to come into our room TWICE. We let himself in our room both times. The 2nd time, they came in the room with a Manager, pretending like their doing a "Humidity Test" while I was taking a shower! That is what they said. What a joke Home2 Suites. I heard the whole conversation while I was in the shower and listened to exactly what the 2 people, in our room were telling us. How creepy to have them just basically barge into our room. Not once, but both days we stayed there. Basically, they PUSHED themselves into our room, with OUR consent because we had NOTHING to worry about. We let them in voluntarily. So they charged us a "deep cleaning" fee of $250.00 because of it. WOW, what a joke. They actually put the whole scam situation after we left 3 days later on our AMEX Hilton card, which this charge is being disputed with them. They said they had "evidence" but somehow they cannot produce anything. For the record, the "Proof" you speak of better be date and time stamped for "legit" proof. We want evidence that can and would be admissible in a court of law, I promise. No monkey games. Management at this place is actually disturbing and if I was able to, I would leave a - 100 negative for their treatment of a dedicated "Gold Hilton customer" which means we always use the hotel chain and stay many nights of the year. Today, the day of this review, we had called a lady there that said she was going "to look into the situation", and guess what? NO RETURN CALL. I know many people say "I'm getting a hold of my Lawyer" and never stick to it. Well, good for Home2 Suites, we own a large business and have our attorney available at all times. So, we are not messing around. Just maybe this will teach them a lesson. Treat your customers with the respect they deserve, especially paying almost $200.00 a night. Let me say this Home2 Suites, I will not give up or go away, we will fight this through and through. After this, I am going to leave other reviews on several sites explaing our situation and what you are TRYING to do. In addition, I will surely file complaints with the CFPB, the Attorney General AND the BBB, had to do this to other companies before unfortunately. I will not play shady games. If there is no response soon and your hotel reverses the charge back to my AMEX. If you correct the situation, I will gladly modify this review and any other reviews. Do your part, provide proof of what we are being accused of. That IS NOT how the law works and you will not walk on us. I hope this helps someone, even just 1 person. Take care and God Bless you all. Oh yeah, I almost forgot, but to both of the people who we VOLUNTARILY let in, the "Maintenance Engineer" and the morning "Assistant Manager", I knew it was complete BS what you were ACTUALLY trying to do, as SOON as I realized the charge on my AMEX. The very 1st thing I thought. So, get a better act to try your shady games. It will not work on us. Congratulations, now everybody knows. AGAIN, just so we are clear on our message, but ALSO giving your hotel a chance to redeem themselves. I will make this review disappear. Just leave it even and be honest.. DO...

Overall our experience was pleasant. Hilton Head Island in itself is a great place to vacation at.

The positive: The hotel is nice and bright with plenty of natural light that comes in. The rooms size is nice. There were 4 in our family so having the 2 queen beds plus the sofa bed made for plenty of space for all of us. It’s hard to find hotels that comfortably fit 4 people. The beds are very comfortable. When you are staying an entire week, that is so important! There is plenty of space for storage. I took everything out of my suitcase so I could store my suitcase away for the week. There are many options for breakfast and it’s hot. The waffle maker was a hit with the kids. They have hot breakfast sandwiches and cheese omelettes. (You have to time it right because they run out quick!) They have a pot full of hot oatmeal with many toppings to add to it. They don’t have scrambled eggs, but they do have hard boiled eggs. Other options are cereal, bagels, toast and juice. There is always hot coffee available which I personally appreciated. The pool area is nice and there are two grills available for guests to use in that area. The staff was friendly. The location is decent. It’s not too far of a drive to the beaches. The parking at the beaches is very tough. We always went in the evening when we knew it wouldn’t be an issue. They do offer free shuttle service to the beach if you would rather go in the middle of the day and not want to worry about finding parking.

The negative: While the rooms are large, the bathrooms are very small. They need more hooks and some added towel bars would be nice. There are only 3 places to hook towels, but there were 4 of us. The toilet did not flush well. Sometimes we had to flush several times. The water pressure is really lacking. We had to keep the shower head on the narrow water function just to get any pressure. We requested room service on about day 3. The morning person wrote our room number down as we were leaving. We returned at 4:00 in the afternoon and nothing had been done to our room. We were disappointed in that. We went back to the front desk and they said our room was not notated on the sheet. I don’t know what their system is, but it was not the same sheet I saw the woman write on in the morning. We did eventually get our room cleaned, but it was disappointing not getting it cleaned when we first requested it. I miss the pre covid days when you didn’t have to request for your room to be cleaned.

I will add that we did not notice noise like other reviews mentioned. We were on the 4th floor so I’m guessing that helped that issue since there aren’t any rooms above that floor. I would recommend becoming a Hilton Honors member if you aren’t already so you can pick your room ahead of time on their app. You usually get the best rates that way too. (By booking direct on their app or website and being a Hilton...

Review for Home2 Suites Hilton Head

Upon entering the property, on September 20th, I immediately noticed a foul smell in the lobby, which turned out to be a young lady mopping with dirty mop water. At the same time, the front desk clerk was leaning her full body across the counter and made no effort to acknowledge me as I approached.

When I explained that I had just checked out of another Hilton property and was hoping to see if my room was ready (it was around 2:05 PM), she rudely slung her braids and told me that check-in was at 3:00 PM. When I politely asked if she could check to see if my room type might be available since I had food that needed refrigeration, she dismissively told me that checkout was at 12:00 PM. That response had nothing to do with my request, and it was clear she had no interest in even attempting to accommodate me. Instead, she blew me off, began a conversation with the young lady mopping, and rolled her eyes at me.

My husband and I left to purchase a cooler for our items and returned closer to 4:00 PM. At that time, the same clerk was in the office behind the front desk adjusting her waist trainer with her shirt lifted — a very unprofessional sight for guests walking through the lobby. My husband, who is military and observant, pointed it out immediately. When I approached the desk to check in, I overheard her making a snide comment about me to the agent assisting me. Fortunately, the second front desk associate was professional, courteous, and thorough in explaining breakfast hours and amenities — a sharp contrast to her coworker, who stood behind me smirking.

The following morning at checkout, the same individual (Angela Higgs, as I later saw on her name tag) continued her unprofessional behavior. As I asked my husband for our room number, the agent checking me out said she could locate me by my name — all while Angela smirked, whispered to her coworker, and made rude comments within earshot. She even exaggeratedly stuck out her chest to make sure her full name tag was visible, as though daring me to report her. As I walked across the lobby for coffee, I overheard her loudly telling her coworker that she “didn’t have to check me in early” the day before.

This behavior is not only unprofessional but a very poor reflection of Hilton’s training standards. Hilton prides itself on customer service, and I know from experience that employees are trained to deliver a welcoming, respectful, and accommodating guest experience. Angela Higgs’s conduct was the opposite — dismissive, rude, and antagonistic toward a paying guest.

If she holds any level of leadership or supervisory responsibility, I strongly suggest reevaluating her role. Her lack of respect for guests and her team members is unacceptable and damages the reputation of both this property and the Hilton...