Home2 Suites by Hilton Lafayette — Hotel in Lafayette

My family and I stayed the night on December 21st celebrating our daughter's birthday with a basketball game and dinner afterwards. I had stayed at the property several years ago and was positive experience. Check in went fine other than I requested digital key earlier in day and front desk said their digital key system wasn't working. The room met our needs and our family left to go to the game. When we returned from the game and dinner, we went to our room and when I attempted to open the door, somehow the security latch flipped to engage and not allow us to open the door and access our room. I went downstairs to the night desk clerk to inform him what had occurred. He indicated that "this has happened before" and that there was a tool to open the door, but did not know where it was or how to do it. He said he'd have to call someone to help. We explained that all our belongings and necessary medications and medical equipment were in our room that we needed. The desk clerk offered us a room to wait while we were displaced while he attempted to get assistance. After more than an hour of no updates on access to our room, we went downstairs to inquire. We explained that our daughter had a breathing condition, was having a difficult time breathing, and that her nebulizer/medication were in the room. The clerk continued to try and call someone, but said his manager, Michelle, was not answering. He did not have any other options to call and gave us her number on a post-it and said we could try! Our daughter's condition deteriorated and we ended up have to call 911 and have emergency ambulance personnel come to our displaced room to give her a necessary breathing treatment at 1:00am in the morning. Her condition was at that point, nearly ambulatory and the paramedics were dumbfounded, as we were, the protocols in place at the hotel to deal with the situation. Even after our daughter was treated, we received no follow up from the front desk if everything was ok or if we needed anything. Truly a horrible and avoidable experience. We attempted to rest in the clothes we had worn all day, nothing to take contacts out, no necessary or convenience items, everyone was upset due to emergency personnel being in our room, all on our daughter's birthday. By 8:00am the next morning, we had STILL heard nothing about access to our original room. I went downstairs to the front desk and asked the employee who had relieved the night desk clerk. When she asked if we were in 213, she advised that she gained access to the room right when she came in at 7:00am. I frustratingly asked her, "why didn't someone let us know", she smartly said she really did us a favor because she wasn't even on the clock when she did it. I asked to speak to the hotel manager. The clerk said she wasn't there and didn't know when she'd be in. I explained that I wished to speak with the manager and she called her on her cell phone and handed me the phone. I spoke briefly with the manager, Michelle, who gave me nothing more than she's only been the manager there two months and recognizes there's some issues, they're working on it, and that she's sorry. Michelle advised she'd be there within an hour and I told her we'd speak then. When we spoke in person, she asked what she could do to make up for the horrible experience we had. She advised that she'd refund our stay and I explained that I booked the room on Hilton Honors points. She explained that she'd refund the points. I told her that's the least she could do, but that I was a loyal Hilton property customer and that I would be contacting Hilton Customer Service about what happened to see what could be done to compensate for the situation. Two weeks later, I've still not received any credit back from the manager for the stay or no contact from her. While my wife drove 3 hours home that morning with all of us having little to no sleep, I filed a customer service case with Hilton followed up with a phone call to add additional supporting facts. I received an email response from Hilton Customer Service that said due to the nature of the incident, I would have to contact the hotel for appropriate compensation. I emailed the Home2Suites multiple times to the email provided by customer service requesting assistance and appropriate compensation/refund. No response. I called the Hilton Diamond support line on 12/26 and the representative advised that the Home2Suites has not responded to the case to Hilton as required and have been penalized for lack of response. I inquired about what a customer should do if your named property doesn't respond. I asked for Hilton to get involved and to advocate for my family's horrible experience and to intervene with appropriate action. According to this representative, my case was going to be "escalated" to the corporate level and I would hear something within 5-7 days, "but likely sooner". It has been 9 days now and have not heard back from Hilton Corporate or the hotel itself. I just called and plead my case with another dedicated Hilton support person, who was nice, but gave me the same "I'll escalate your case to my supervisor for review". Hilton is a brand my family has trusted for decades and I've stayed at this property previously with a good experience. The Hilton brand has a good reputation when everything goes well, which is 99% of the time. It's how you deal and respond to the other 1% that makes you great. Even with the highest level of loyalty earned with the brand, this hotel, nor Hilton makes me or my family feel valued for the horrible experience we had to endure...

My family and I stayed the night on December 21st celebrating our daughter's birthday with a basketball game and dinner afterwards. I had stayed at the property several years ago and was positive experience. Check in went fine other than I requested digital key earlier in day and front desk said their digital key system wasn't working. The room met our needs and our family left to go to the game. When we returned from the game and dinner, we went to our room and when I attempted to open the door, somehow the security latch flipped to engage and not allow us to open the door and access our room. I went downstairs to the night desk clerk to inform him what had occurred. He indicated that "this has happened before" and that there was a tool to open the door, but did not know where it was or how to do it. He said he'd have to call someone to help. We explained that all our belongings and necessary medications and medical equipment were in our room that we needed. The desk clerk offered us a room to wait while we were displaced while he attempted to get assistance. After more than an hour of no updates on access to our room, we went downstairs to inquire. We explained that our daughter had a breathing condition, was having a difficult time breathing, and that her nebulizer/medication were in the room. The clerk continued to try and call someone, but said his manager, Michelle, was not answering. He did not have any other options to call and gave us her number on a post-it and said we could try! Our daughter's condition deteriorated and we ended up have to call 911 and have emergency ambulance personnel come to our displaced room to give her a necessary breathing treatment at 1:00am in the morning. Her condition was at that point, nearly ambulatory and the paramedics were dumbfounded, as we were, the protocols in place at the hotel to deal with the situation. Even after our daughter was treated, we received no follow up from the front desk if everything was ok or if we needed anything. Truly a horrible and avoidable experience. We attempted to rest in the clothes we had worn all day, nothing to take contacts out, no necessary or convenience items, everyone was upset due to emergency personnel being in our room, all on our daughter's birthday. By 8:00am the next morning, we had STILL heard nothing about access to our original room. I went downstairs to the front desk and asked the employee who had relieved the night desk clerk. When she asked if we were in 213, she advised that she gained access to the room right when she came in at 7:00am. I frustratingly asked her, "why didn't someone let us know", she smartly said she really did us a favor because she wasn't even on the clock when she did it. I asked to speak to the hotel manager. The clerk said she wasn't there and didn't know when she'd be in. I explained that I wished to speak with the manager and she called her on her cell phone and handed me the phone. I spoke briefly with the manager, Michelle, who gave me nothing more than she's only been the manager there two months and recognizes there's some issues, they're working on it, and that she's sorry. Michelle advised she'd be there within an hour and I told her we'd speak then. When we spoke in person, she asked what she could do to make up for the horrible experience we had. She advised that she'd refund our stay and I explained that I booked the room on Hilton Honors points. She explained that she'd refund the points. I told her that's the least she could do, but that I was a loyal Hilton property customer and that I would be contacting Hilton Customer Service about what happened to see what could be done to compensate for the situation. Two weeks later, I've still not received any credit back from the manager for the stay or no contact from her. While my wife drove 3 hours home that morning with all of us having little to no sleep, I filed a customer service case with Hilton followed up with a phone call to add additional supporting facts. I received an email response from Hilton Customer Service that said due to the nature of the incident, I would have to contact the hotel for appropriate compensation. I emailed the Home2Suites multiple times to the email provided by customer service requesting assistance and appropriate compensation/refund. No response. I called the Hilton Diamond support line on 12/26 and the representative advised that the Home2Suites has not responded to the case to Hilton as required and have been penalized for lack of response. I inquired about what a customer should do if your named property doesn't respond. I asked for Hilton to get involved and to advocate for my family's horrible experience and to intervene with appropriate action. According to this representative, my case was going to be "escalated" to the corporate level and I would hear something within 5-7 days, "but likely sooner". It has been 9 days now and have not heard back from Hilton Corporate or the hotel itself. I just called and plead my case with another dedicated Hilton support person, who was nice, but gave me the same "I'll escalate your case to my supervisor for review". Hilton is a brand my family has trusted for decades and I've stayed at this property previously with a good experience. The Hilton brand has a good reputation when everything goes well, which is 99% of the time. It's how you deal and respond to the other 1% that makes you great. Even with the highest level of loyalty earned with the brand, this hotel, nor Hilton makes me or my family feel valued for the horrible experience we had to endure...

My family and I stayed the night on December 21st celebrating our daughter's birthday with a basketball game and dinner afterwards. I had stayed at the property several years ago and was positive experience. Check in went fine other than I requested digital key earlier in day and front desk said their digital key system wasn't working. The room met our needs and our family left to go to the game. When we returned from the game and dinner, we went to our room and when I attempted to open the door, somehow the security latch flipped to engage and not allow us to open the door and access our room. I went downstairs to the night desk clerk to inform him what had occurred. He indicated that "this has happened before" and that there was a tool to open the door, but did not know where it was or how to do it. He said he'd have to call someone to help. We explained that all our belongings and necessary medications and medical equipment were in our room that we needed. The desk clerk offered us a room to wait while we were displaced while he attempted to get assistance. After more than an hour of no updates on access to our room, we went downstairs to inquire. We explained that our daughter had a breathing condition, was having a difficult time breathing, and that her nebulizer/medication were in the room. The clerk continued to try and call someone, but said his manager, Michelle, was not answering. He did not have any other options to call and gave us her number on a post-it and said we could try! Our daughter's condition deteriorated and we ended up have to call 911 and have emergency ambulance personnel come to our displaced room to give her a necessary breathing treatment at 1:00am in the morning. Her condition was at that point, nearly ambulatory and the paramedics were dumbfounded, as we were, the protocols in place at the hotel to deal with the situation. Even after our daughter was treated, we received no follow up from the front desk if everything was ok or if we needed anything. Truly a horrible and avoidable experience. We attempted to rest in the clothes we had worn all day, nothing to take contacts out, no necessary or convenience items, everyone was upset due to emergency personnel being in our room, all on our daughter's birthday. By 8:00am the next morning, we had STILL heard nothing about access to our original room. I went downstairs to the front desk and asked the employee who had relieved the night desk clerk. When she asked if we were in 213, she advised that she gained access to the room right when she came in at 7:00am. I frustratingly asked her, "why didn't someone let us know", she smartly said she really did us a favor because she wasn't even on the clock when she did it. I asked to speak to the hotel manager. The clerk said she wasn't there and didn't know when she'd be in. I explained that I wished to speak with the manager and she called her on her cell phone and handed me the phone. I spoke briefly with the manager, Michelle, who gave me nothing more than she's only been the manager there two months and recognizes there's some issues, they're working on it, and that she's sorry. Michelle advised she'd be there within an hour and I told her we'd speak then. When we spoke in person, she asked what she could do to make up for the horrible experience we had. She advised that she'd refund our stay and I explained that I booked the room on Hilton Honors points. She explained that she'd refund the points. I told her that's the least she could do, but that I was a loyal Hilton property customer and that I would be contacting Hilton Customer Service about what happened to see what could be done to compensate for the situation. Two weeks later, I've still not received any credit back from the manager for the stay or no contact from her. "Escalated" case filed with Hilton Corporate who after 9 days hasn't responded. Hilton contacted again today to "escalate" the case again. Neither this hotel or Hilton appear to value our family as customers, even with their highest...