Home2 Suites by Hilton Woodbridge Potomac Mills — Hotel in Lake Ridge

I’ve started here twice, and it leaves a lot to be desired when it comes to customer service, rooms, location, and how the charge your card. The rooms need some updating, they are lack luster compared to Tru/Garden Inn/Hampton Inn rooms. The location seems like a great place by the outlet mall/interstate/food, what it doesn’t advertise is it’s right bedside a dog boarding facility which I didn’t notice on the map. So depending on where in the building you're staying you will hear the dogs barking. They over charge your card, almost double your stay which is nowhere in the information you’re given on the app. My last stay was $575 but they charged by card $957. When asked about this, I got the run around then was told it was for incidentals. That they charge another $100/night that will be returned when you check out. No other Hilton that I have stayed at does this. So keep that in mind if you choose to start here. Let’s get to my big issue, which is there lack of customer service. My first stay here, I had someone try to enter my room unannounced with a key card. I was sleeping, because I’m a travel nurse who works night shift. No one knocked, I was woken by the door slamming into the security latch. When I called the front desk about this, the women didn’t seem concerned. She said oh, that’s weird what time was time. I told her it was around 10am. She told me it was probably just housekeeping. Well entering unannounced is not okay. She told me she would make sure to talk to housekeeping about it. Next would be my interaction with Michael on 10/2. I made a reservation for 10/1, with an arrival after 10PM like I do every week when I travel. I went through the whole check in process on the app, picked my room, and picked the arriving after 10PM option. I was very surprised when I went to leave at 4:30AM to see I no longer had a reservation. So after multiple attempted to call, Michael finally answered. I explained to him I had a confirmation email, I went through the whole check in process on the app, down to picking my room. I told him what room I chose. He said there was no reservation linked to me. Then questioned be about what the app said, like I was making it all up. So he gave me 3 excuses as to why it was canceled. First, was because I didn’t check in before 11PM. Well that’s false, as I just told you I checked in my phone went through the whole process was waiting to receive a digital key. The second excuse was because I didn’t call or leave a note in the reservation that I would be arriving late. Again, false I chose arriving after 10PM. I’ve also been doing this for months. I’ve never had a reservation canceled at any hotel because I didn’t leave a note or call. So I guess the last excuse he could come up with, was my payment didn’t go through. Yet, when I checked my card statement there was the $975 charge. So at this point, I was done I told him I would no longer be staying with them and hung up. Called AMEX and they said there was no issue with my payment, so they noted it should be removed. I booked another Hilton hotel on the app, and called to see if there was any way I could check in early to get some sleep before work. The sweetest lady said absolutely, let me make sure the room you chose was ready. It was, and she told me to just come to the desk when I arrive. The customer service is much better in my experience at the Hilton Tru/Garden Inn/Hampton Inn hotels. The rooms at these hotels are also much nicer. Just my experience, incase someone...

This is the absolute worst extension of customer service I have experienced from any service industry in a long time. They constantly lie, over promise, and under deliver. I booked a room for two nights, and shortly after checking in (2 hours later), I was admitted to the hospital. My hospital stay was beyond the duration of my booking, thus never affording me the opportunity to even use one night of my booking. My husband called while I was in the hospital to inform them of my misfortune, to which they agreed to refund one night. I have since called over FIVE times to confirm refund, which was verbally confirmed, yet still have no paper trail, documentation, nor has it reflected on my credit card statement. Each time I call, I’m told a different story. One representative stated they’re doing an “investigation.” What investigation? Just ask me for my admission and discharge documentation from the hospital if you’re questioning my integrity. That simple. I was promised by the absolutely incompetent and always unavailable “GM” Roxanne it was processed, yet, have no confirmation email, or paper trail. I was also told AFTER Roxanne confirmed the refund was processed, they’re still in process of an investigation, which clearly negates and totally compromises Roxanne’s integrity of actually processing the refund. I told the front desk representative tonight that you never know who someone knows, as I always try to allow people to do their jobs before I escalate and make a case. I have now escalated to corporate, as a good friend of mine works in corporate, and have opened a case with Hilton corporate. It’s unfortunate upper level management representatives lack the competency and integrity to do the right thing, and instead brush people off, as though they’ll just “go away.” I work in a service oriented industry and take pride in the level of service I provide my own clientele, and I am doing this on the basis of principal, more than for the monetary aspect of the refund. Treat me like I’m stupid and irrelevant, and I’ll exemplify and escalate the consequences of your inability to treat me as such. I have been a Hilton member for years, spent thousands of dollars with Hilton, and know that Roxanne and her team do NOT represent the brand, however, do REPRESENT this location, and highly recommend, as others have conveyed in the very recent past, NOT TO STAY AT THIS LOCATION, as well as stating your experience of LACK OF REGARD FOR SERVICE led by ROXANNE. It starts at the TOP. If the GM lacks, you already know the rest trickles down from there! I am sincerely appalled at their failure to do the right thing, and the way they deflect, and try to manipulate your experience as though you have offended them in the process. Absolutely deplorable...

My family stayed here for five days and we had issues from day one. We were given a room in which the door does not close all the way unless you slam it shut. On the second day we were at the hotel the sales manager, Brooklyn, walked into our room multiple times. The first time she said that her list showed the room was vacant and instead of correcting the issue, she just kept coming back into the room. When we got back to the hotel that night, our key cards did not work and we had to get new ones because they had checked us out of the room although we had it booked for five days. We were charged three times for the same room and also had charges from another room placed on the card. When we went down stairs to inform the front desk of what was going on, we were told that the charges would be taken off and that there was nothing to worry about. After two more days the charges cleared so we wne t back down stairs to speak to the front desk manager, Christopher, and he was extremely rude. Christopher told us that he would not be able to refund us for the extra night we had been charged for and when we asked to speak to someone higher up than him, he said that he is unable to contact the manager and that we would just have to figure it out. At one point during the conversation Christopher just completely ignored us and then started helping other people. He then told us that he was going to call the police because he felt like the situation was going to escalate. While still standing at the front desk another set of guests came up with the same issue, being over charged and their door not closing properly, and Christopher immediately apologized to them, refunded their money and made sure they were happy. Eventually, another family member came and Christopher spoke to them and completely contradicted what he had been telling us. He refunded two of the extra nights we had been charged for and without our permission he recharged us for one of the nights. The room were spacious with the exception of the bathroom. Overall, the stay was not good. If we could have been refunded the extra money that we had been charged and just given a simply apology, the stay would have been much better. We would treated horribly and watched as others with the same issues were treated with courtesy. I would not...