Home2 Suites by Hilton Lakeland South Polk Parkway — Hotel in Lakeland

I am writing this review to share my nightmare of an experience with the lady at the check in desk she was the lady working at the front desk on 1-11-25 around 6 pm it started off by me coming into the hotel to check in I was trying to unlock my card to pay for the room and my phone only had one bar so I had asked how can I sign into the WiFi and explained that my service isn’t letting me unlock my card to pay for the room she then stated that to connect with the WiFi I would need my last name and room number but since I’m not checked in I wouldn’t be able to do that so I seen another option on the home 2 suites WiFi page that says promotional code so I asked if I could use that to sign in so I can continue with the check in she then stated no I will not give you that information she then told me to go outside and unlock my card so I had to go all the way across the street where there was better service to unlock my card and pay for the room I noticed that there was a hotel right next door so I had called over to them and asked if they are the sister property the very nice lady at the Hotel right next door had informed me that they are sister property’s and since there wasn’t a manager available at the home 2 suites I had asked if they had a manager available over at her location and I was told there was not but the lady at the sister property had then offered to call her manager because I had expressed to her that I need a crib and I was very hesitant about asking the very rude lady at the home 2 suites because of how she was treating me at check in I was then instructed to just ask the rude lady at the front desk of home 2 suites for a crib and it shouldn’t be a problem and unfortunately it was a problem because I then had asked her for a crib she then stated that there are no cribs available so I had asked if there is no cribs available because this location doesn’t carry cribs or is it because they are all taken up she then replied that there is cribs available but she would have to go all the way to the top floor to get it out of the closet and she is not going to do that for me because “she can’t leave the front desk” so at that point she was refusing to accommodate me with a crib between her attitude the eye rolling the lack of customer service I was really taken back by how I was being treated I then walked over to the sister property next door and let the lady at the front desk know what was going on regarding the crib and to see if that truly was their policy and the lady at the front desk of the sister property immediately called up her manager again and then her manager had to call the manager for the home 2 suites and that manger had to call the front desk of the very rude lady to tell her to give me a crib as I walked back over to the home 2 suites the lady at the front desk was on the phone with the manager and she said “oh she is back at the front desk giving me a hard time” so I guess it’s giving someone a hard time when I simply asked for a crib and had to go through hoops just so this lady can do her job while she was still on the phone I asked if I could speak with the manager before the phone call ends she then hangs up the phone and says “she doesn’t want to talk to you” and “I’m waiting for the housekeeper to call me so I can get the crib for you” I really don’t understand why I had to go through this whole process just to get a crib after this experience I ended up canceling the reservation and going next door to the sister property where they actually care about their guest and I want all upper management to know that this lady you have working for you is giving your location a really bad name with zero customer service skills where she talks down on the guest for absolutely no reason at all and it shouldn’t be like that especially at a Hilton brand hotel also I do not appreciate how I was treated and I really hope upper management sees this and puts something in action because it would be a shame if other guest would have to experience the nightmare that I...

I recently booked a room here to take an exam because I needed a quiet place to take it. Unfortunately, my exam was cancelled due to an unforeseen circumstance, and I was unable to complete it. So, I checked out shortly after checking in; but before I did, I spoke to the front desk agent, who suggested I contact Sales Manager Nathan Ellis to see if he could accommodate a free stay to replace this one given the unfortunate nature of my early departure. I contacted Mr. Ellis and explained my situation in its entirety, and even provided proof that my exam was cancelled abruptly. In his short reply, he said he could not offer a complimentary room. He didn't even offer a discount on another stay or anything displaying any sense of empathy. However, I did learn the hotel accommodated another guest by allowing them to check into my room early the next morning. Interestingly enough, the day of my exam, I requested an early check in but was informed that I could not because the hotel was fully booked. Sometimes, unfortunate events happen that people cannot control, and managers are there to understand the human component of these circumstances to ensure customer satisfaction and a reputable hotel. That's why managers have discretion: to use it for good and not greed. Unfortunately, Mr. Ellis fell short where he could have had a positive impact. For my paying over $300+ to take an exam that was cut short at the hotel which he manages, Mr. Ellis could have displayed empathy and done something good. Instead, his actions showed him to be callous. I cannot recommend this hotel in so much as this manager, who represents it, has treated me this way.

Follow up to Steve Colkett's statement in his reply to my review:

"I am unsure who provided you information that we checked someone into your room early the next day but that is incorrect."

I called your hotel the day after my check-out at 1:02 PM and spoke with Zamantha. The reason I called is because I left my wireless keyboard at the hotel. Zamantha said that a keyboard had been recovered and asked me to describe it, and I told her it was black and that it was Bluetooth. I knew check-in for any new guests would be at 3:00 PM, so I asked her why she needed to verify all of this if I was the only guest in my room. She replied that someone had checked into that room in the morning, and she needed to make sure it wasn't theirs. I said really, how often does that happen, that someone would leave a wireless black keyboard, especially provided that I was just in the room yesterday? She indicated that your hotel receives lots of guests traveling on business and this happens more often that you would think.

Secondly, to your reply:

"I empathize that your rented a room to take an exam and the exam was cancelled but unfortunately that does not warrant the hotel to offer complimentary or discounted rooms."

I think you may have misunderstood the meaning of empathize. So, I'll provide Merriam-Webster's definition below: "the action of understanding, being aware of, being sensitive to, and vicariously experiencing the feelings, thoughts, and experience of another."

Seeing your response, it does not seem that you or Mr. Ellis acted in a manner that was being sensitive to or vicariously experiencing my feelings, thoughts, and experience in your claiming that due to my exam being cancelled, "that does not warrant the hotel to offer complimentary or discounted rooms."

I never said you were obligated to offer any of these options to me, but it would have been the right thing for you to do--the empathetic thing to do--for a guest who paid $300+ for a room wasted. Yes, I understand I initiated my early departure, but had you had empathy as you claim, your response would have been different.

There is a difference between obligation and empathy, and you cannot justifiably claim to empathize with my situation while at the same time impute that your hotel is not warranted to offer complimentary or discounted rooms had you truly placed yourself in...

I arrived at the hotel, walked in the lobby and I was immediately greeted by the front desk staff (white guy and a black guy I think his name was Micheal but I am not positive).

During check-in, the lobby was empty and the staff was overly attentive to me. Somehow one way or another, me and the black guy we wound up talking about politics. Pretty sure business would frown when I write about this although I mean it what I am about to write is very positive. To be honest, what was OVERLY refreshing is he did not agree with all my views and I did not agree with all of his views. However, we literally talked. In today's society, do you know how refreshing that is that you can have a legitimate political conversation and neither one of us are yelling, screaming, shutting down and/or walking away mad at each other? Outside of the political talking, he did give me ideas of where to eat and travel to along with a map of the adjacent property was an outdoor type mall with food, bars, and shopping. He also told me all the hotel accommodations the hotel offers. in a way he was moreso a concierge than an actual front desk employee.

I got to my room, and it was very spotless. The room had a full kitchen, nice bathroom set up with extra towels stacked up in there, and the bed was properly made.

Following days I was there when the black guy saw me, he would always say hi to me. I did have breakfast while I was there and it was good overall. I think one microwave worked better than the other microwave for warming up sandwiches.

One of my days I ran into housekeeping as they were finishing up cleaning rooms on my floor (two black girls and a white girl). They were incredibly nice stopping me to make sure that my room was good and I did not need anything. Which I did not due to their efficiency and what appeared to be tidiness of the room (Explain in a little). I was in room 428.

Although this review did overall get five stars from me, mostly because the staff was above and beyond with me, there were two cons/negatives. One negative was the microwave to warm up the breakfast sandwich did not make the sandwiches hot. The other was, while I am in my room, I left all my dirty clothes tucked away in between the two dressers on the floor. Usually, I do this at every hotel I go to, leave my clothes on the floor. When I left, I scooped them up, put them in my bag, went to my meeting and eventually traveled home. Once I got home, I started to get my laundry out of my suitcase so I could wash it. Located throughout my luggage were big red fire ants. Wondering what drew them into my clothes, I found I left some daily vitamins in my pocket that they were obviously attracted too. I do not think housekeeping could have seen it, and in a sense, it was also my fault for leaving food source for the, However, they should have regular extermination so it doesn't become as issue2 for the guest.

Overall my experience was very pleasant and the staff was super friendly and outgoing. I do travel a lot and I do have Diamond status with them. Overall, for me, this has to be one of the best hotels I have ever stayed out for not only guest interaction but also housekeeping too. Oh and I forgot to say how picky and needy I usually am with needing items from housekeeping, but on this stay, I did not need one thing. If I was visiting, this hotel would absolutely be my first choice to come to. Hopefully, I would have the same interaction with the employees that I did...