Home2 Suites by Hilton Lake City — Hotel in Lake City

As a diamond member and long time customer I always have had the option to checking out a little later as I work the night shift as a doctor in a busy hospital and sleep during the day! This is the only location in which the front desk manager, Mrs Christine (who would not give me her last name) not only denied me a late checkout despite my explanation of the risk of falling asleep on a 2 hour drive to the airport but also ignored my request to speak with the general manager over the phone and forcing me to wait for her physical arrival of almost a 1 hour wait time. Mrs Christine initially ignored my wait while she texted on her phone. Not the first time inattentive to her surroundings due to texting. When I tried to get her attention, she seemed annoyed. Than after my late checkout request, she immediately shook her head in dismissal and when pressed only offered a 1pm checkout. When I requested if she could get permission from her senior for an additional 2 hours she said it was a company policy. But having stayed at multiple Hilton locations around the country, I knew 1pm was not a maximum company policy. But she adamantly and blatantly refused to call the general manager to request permission or allow me to speak to her over the phone and only offered me to charge me for an additional full night to stay those 2 extra hours. Forcing me to wait an additional hour to address my concerns rather than make a simple phone call to a supervisor not only delayed the sole purpose of my request for additional sleep time in the room, but also showed her clear lack of care or efforts to assist a customer in need. And what makes matters worse, she not only gave misinformation regarding the company policy, but she dismissed my request without even an appropriate attempt to escalate my concerns. This is the exact opposite of what hospitality is. Her lack of professionalism, stubbornness and continuous dismissal of my request to speak with the general manager over the phone was unwelcoming and inhospitable and only inevitably led me to become more visibly upset and emotional. There were a few individuals who saw my distress and tried to reassure me and deescalate the situation which was helpful and appreciated. I later called corporate only to find out that per the policy, a 50% charge is all that is required for a short delay in checkout. Yet she told me full night payment would be required for an additional 2 hours. The hotel was not fully booked for that day as I called the corporate to find out that information. Unfortunately they acted in a way that was not only unaccommodating to a customer’s circumstances, but even potentially trying to up charge because of a lack of awareness of their own company policy. When she arrived her first words “get off couch” as I was resting while I awaited her arrival and than to say to me, “don’t come back here anymore”. There was no attempt at all to listen to my concerns. I have to say, that in all my years of staying at the Hilton, this is the first time I was treated in such a way. I am sure this is not at all like the way the Hilton conducts their business and hospitality standards with customers! Very disappointing and hope corporate office will take action for this behaviour and disrespect and reprimand this behaviour so other customers are not subject to this behaviour again. General Manager: Klaudia Lapham and the Desk Manager was: Christina. Now after all this, I will go try and get some much needed sleep! I have already escalated my concerns with the corporate office and hope changes are made to uphold a better standard of hospitality and empathy in all employees who hold a title of “desk manager” or “general manager”. Holding a position of authority gives added responsibility of making efforts to assist a customers concerns. This should absolutely never happen to any future patron. I advice extreme caution to anyone dealing with these individuals in the future. Very...

It was almost love….

We wanted so badly for this to be our new “go to” stop on our frequent trips to our GA hunting lease. Great location away from the Gainesville traffic, friendly check-in staff, super clean room, and our suite had a comfortable living room with a separate king bedroom (always a plus if you’re married to a snorer), fridge, microwave and two TVs. I was giddy when I saw the rigid pull down room darkening shades that shut out all the parking lot light and noise. Such a bonus!! My husband and I remarked how great this place was, and that we had finally found the perfect place to stop for the night…until we got into bed.

The king bed that looked so inviting with fresh, luxurious white linens turned out to be so uncomfortable and saggy that, after hours of us both tossing, my husband got up and pulled out the sofa bed in hopes of getting at least a few hours of sleep. It was (predictably) even worse! The pillows were squishy and unsupportive, so by morning, he was sore and crabby and in no mood to finish the drive to camp. He said it was the worst night he’s ever had in a hotel.

A good hot breakfast might have helped him recover, but unfortunately, it was more disappointing than the beds. We chose the Turkey sausage wheat muffin breakfast sandwiches, which turned out to be only slightly warm and tasted like freezer. [SIDEBAR: Can someone please tell me who ever decided that Turkey should be made into sausage? It shouldn’t. Stop it. For real.] We ate one bite each and threw them away. The only other remotely inviting option was the DIY waffle station, so my husband made one, only to discover it was buckwheat batter, which will only ever make a nasty, mushy waffle. We gave up and went upstairs to pack. So much for “free, hot breakfast.” We would have gladly paid for palatable food. Hilton, please bring back real food! Something with fat and flavor. Signed, Sincerely, Most Normal Americans! And please replace the mattress in 314. It has earned a full retirement!

It’s time for the hospitality industry to get back to doing the basics right: Bed and Breakfast. Nothing else matters if those two don’t...

I would not advise anyone to stay at this filthy hotel. I had to buy my own cleaning supplies and disinfectant the room. I woke up with my hand red swollen and hurting from getting bitten by something during the night. Also had a cockroach on the shelf where the dishes are. I called the front desk and the guy came up to room and took it(a German cockroach he said) I brought it to the managers attention and mentioned that I was allergic to cockroach’s and she acted like she didn’t care and all she offered was a $50 discount on the room.I did call the health department and filed a report and they went right over there but the report was incorrect because he did not have all the facts or video. These people don’t care about the dangers of an allergy a person may have. This place is a joke and I will never stay at a Home 2 Hotel again!

I have been in the cleaning business for over 30 years.

I hope this message finds you well. First and foremost, I want to sincerely apologize for the unpleasant experience you encountered during your stay with us. We are very sorry that you found a roach in your room, as this is not reflective of the high standards we strive to maintain at our hotel. In response to your feedback, we have already applied a $50 deduction to your room bill as a gesture of good faith and to express our regret for the inconvenience. We understand that this situation was disappointing, and we truly value your understanding and patience. After careful consideration, we regret to inform you that we will not be issuing a further refund. However, we want to assure you that we are addressing the matter internally to prevent such incidents in the future. We greatly appreciate you choosing to stay with us, and we hope to have the opportunity to welcome you back in the future, providing you with the exceptional experience that you deserve. Thank you again for your understanding. Warm regards,

Kimberly Strickland Home2...