Home2 Suites by Hilton Hot Springs — Hotel in Hot Springs

1. Walls and ceilings so thin that I could hear - and almost feel - the child in the room above thumping, running and jumping from furniture to floor. I checked in at 4pm and the child was was and continued until 11pm when I finally took a couple of Benadryl to help me sleep. And I'm not talking about thumping with maybe a half hour quiet. I'm talking about constant thumping with maybe 3-5 minutes in between. ||2) Free internet access was promised on the hotel's website. However, I couldn't find any mention of how to access it in the handbook left in my suite. I called down to the counter staff and was told to simply log onto my Hilton honors app and log onto the internet that way. While I AM a Hilton honors member, I didn't have the app on my device so I asked 'And that's the only way to access internet?" and was told yes. So, wasn't able to complete the project that was due the next day (when I had planned to still be in Hot springs). Instead, I had to ask the person with whom I made my plans if we could reschedule to an earlier time and an abbreviated meeting. (This was so I could get home early and complete my project by due date.) She luckily agreed but the rush (required by lack of internet access at the hotel) really made my trip less pleasant than I wanted. ||3) Hilton Honors membership|3a) As a Hilton Honors member, I've always gotten somewhat lower rates when making a reservation through the Honor's website. In fact, the Hilton Honor's website specifically states 'Honors Members Get Up To 5% Off All Stays!' Unfortunately, at this hotel, the Hilton Honors price was $145 as contrasted with $139 that I would have been charged had I gone directly to the hotel to make my reservation. ||3b) Getting 1 night free for 50,000 points WAS a good deal if one DID get the Hilton Honor's discount. But a terrible Deal when you have to pay MORE when you book through Hilton Honors. And those points are not easily or quickly acquired. ||4) When I finally complained to the counter staff at 9:30 (figuring that quiet time was at 9 as is the policy of other hotels in which I'd stayed) she said she'd go upstairs and talk to them. I never got any follow-up about from here about the outcome of her visit. So I called back and the woman said that the couple was trying to get their child to sleep. I asked if she had, in any way, asked them to stop or when it might stop, she said no. || 4-a) I asked if I could then get a different room. She said she only had a regular room (I had a suite) and that the rebate for changing from suite to room would be $1. We talked a bit and she finally offered $15. Hmmmm....really not enough to change a suite for a room AND have to move to a different room at 9:40 pm) Then I asked if I could get a refund and move to a different hotel. Nope! ||4-b) Finally, realizing that I was pretty much stuck in that room and that she wasn't going to ask them to quit, I said to her that I'd go up and ask them myself. She responded in silence so I finally said 'ok, then. Have a nice evening.' ||4c) At about 9:45, I went upstairs and to ask when we might have less thumping (I was tactful and not abrasive.) The parents that the child would continue until she was finished (I gather that they let the child run herself to sleep. On my way downstairs, I was confronted by the counterperson with hands akimbo stating that that was not allowed in their hotel (I asked to see policy but apparently there was none) and went on to castigate me for MY behavior. AND that quiet hours weren't for another 15 minutes.||5) How this could have done better: ||5a) the counter staff could could have followed up with me after she spoke with the people in the room above me rather than requiring me to contact her for an update.||5b) she could have told me, up front, that quiet time wasn't until 10am and that she couldn't do anything until that time. And then promised to go up stairs at official quiet time and let the people above know that it was quiet time and they would need to abide by the hotel regulation ||5c) If she didn't want me to go upstairs to talk with the people, she could have said that when we were on the phone but then promise to talk with the people once quiet time had started. ||5d) If the front desk staff was constrained by policy to only offering the difference or room price when one needed to switch rooms due to such things as too much noise, Hilton management should either provide the front desk staff with more autonomy to grant refunds and bonuses to people who are inconvenienced. Or, failing that, have a number they can call at night to request approval for better solutions to a problem. For example, I would have taken a refund to stay at a different hotel or a $50 deduction in fee for switching from suite to room and the inconvenience of doing that. But apparently, the front desk staff aren't authorized to make these...

Before you all get your hotel brains going and disagree know that I have worked in hospitality and hotels for quite a long time. I understand processes and rules, I also understand and appreciate empathy and good customer service. If there are issues or challenges you are to do your best to try and help the customer find solutions and not dismiss them and do whatever you feel like you should do. ||Dear Reviewers, ||I booked a room at this location for my husband and I to attend a volleyball game for our daughter. I booked the friends and family rate understanding fully the rules of this rate and that checking into the property as the person who made the reservation is typically required. I was uncertain if I was going to be able to travel to the property with my husband this day (He had already left ahead of me and I was handling some other challenges back home) and asked if there was any chance he would be able to check in without me (this was Not premeditated) and if not may they allow me to cancel this room without penalty. ||The front desk supervisor instead of assisting with understanding or any sort of solution offered me a recited and arrogant team member travel explanation several times stating that they had it at the front desk if I wanted to come by and read it (Seriously!?! all the things I could have possibly retorted with inserted here). ||I confirmed I understood and asked if I might be able to cancel without full penalty, to which I was met with do you want to cancel the room and I said I did NOT and would call Hilton to resolve if they would like to process a charge for the room, that they will no doubt turn around and sell at an even higher rate. ||Point being I did NOT cancel verbally with this front desk agent but she processed a cancellation anyway. I did not know she did this at the time of talking to her and hung up to call Hilton customer support. This was unacceptable as I may have still been able to make it down and it was not up to her to make that call for me at all. ||Once I realized and was told by Hilton that the reservation was already cancelled I was furious and told that rep that she could have told me that and provided a cancellation email but that it was not known to me that it was just cancelled without my acknowledgement. In fact a proper Hilton Customer Service (HEART response) would be something like " Ma'am you are going to be charged a cancellation fee for this one night I do apologize but, if you still think you will make it we can keep this active until you are really ready to cancel." Which is not what she said at all. The world of hospitality and the promise of Conrad Hilton has gone to hell in a handbasket for sure. There is no sense of customer service in most cases as I interact with people in this industry. This supervisor no doubt is met with frustration by customers quite often if this is her response. ||I would not stay at this property when in Hot Springs and will be reaching out to Hilton Corporate and the owners to express my distain with this representative and her unempathetic and callous response to this situation. ||Clarification of the HEART response: |Hear the customer |Empathize with them |Apologize |Response Kindly |Thank them for being a honors member or just a paying guest ||Signed, ||Disgusted and disappointed...

Before you all get your hotel brains going and disagree know that I have worked in hospitality and hotels for quite a long time. I understand processes and rules, I also understand and appreciate empathy and good customer service. If there are issues or challenges you are to do your best to try and help the customer find solutions and not dismiss them and do whatever you feel like you should do. ||Dear Reviewers, ||I booked a room at this location for my husband and I to attend a volleyball game for our daughter. I booked the friends and family rate understanding fully the rules of this rate and that checking into the property as the person who made the reservation is typically required. I was uncertain if I was going to be able to travel to the property with my husband this day (He had already left ahead of me and I was handling some other challenges back home) and asked if there was any chance he would be able to check in without me (this was Not premeditated) and if not may they allow me to cancel this room without penalty. ||The front desk supervisor instead of assisting with understanding or any sort of solution offered me a recited and arrogant team member travel explanation several times stating that they had it at the front desk if I wanted to come by and read it (Seriously!?! all the things I could have possibly retorted with inserted here). ||I confirmed I understood and asked if I might be able to cancel without full penalty, to which I was met with do you want to cancel the room and I said I did NOT and would call Hilton to resolve if they would like to process a charge for the room, that they will no doubt turn around and sell at an even higher rate. ||Point being I did NOT cancel verbally with this front desk agent but she processed a cancellation anyway. I did not know she did this at the time of talking to her and hung up to call Hilton customer support. This was unacceptable as I may have still been able to make it down and it was not up to her to make that call for me at all. ||Once I realized and was told by Hilton that the reservation was already cancelled I was furious and told that rep that she could have told me that and provided a cancellation email but that it was not known to me that it was just cancelled without my acknowledgement. In fact a proper Hilton Customer Service (HEART response) would be something like " Ma'am you are going to be charged a cancellation fee for this one night I do apologize but, if you still think you will make it we can keep this active until you are really ready to cancel." Which is not what she said at all. The world of hospitality and the promise of Conrad Hilton has gone to hell in a handbasket for sure. There is no sense of customer service in most cases as I interact with people in this industry. This supervisor no doubt is met with frustration by customers quite often if this is her response. ||I would not stay at this property when in Hot Springs and will be reaching out to Hilton Corporate and the owners to express my distain with this representative and her unempathetic and callous response to this situation. ||Clarification of the HEART response: |Hear the customer |Empathize with them |Apologize |Response Kindly |Thank them for being a honors member or just a paying guest ||Signed, ||Disgusted and disappointed...