Home2 Suites by Hilton Lewisburg — Hotel in Lewisburg

We had a reservation and tried to check in late at night after a long drive with children and having already unloaded all of our luggage into the lobby. The front desk staff told us that they were likely overbooked and after almost an hour, confirmed that there were no rooms available. The lady apologized and said they would release funds so that we can pursue a refund from our third party booking site.

There was no offer of any support until we asked if there were partner properties that they can help to secure for us. We asked about the other Hilton property across the street but was told they can't facilitate because their owner didn't own Hampton Inn but that they can call the Holiday Inn Express to see what rates they offer. Our Home2 reservation was for 6 and HIE would have only fit 4. If we wanted to stay at HIE we would have booked there and while the manager tried to get us the best rate, it would still have been a similar rate for a much smaller room at a hotel that we did not want to stay at. The burden was also on us to get a refund from the third party site and to book at another hotel. The total time wasted was almost 2 hours between waiting at Home2 and being on the phone with the booking site.

We called Hilton corporate and created a case but were told that upon contacting Home2, the hotel refused any form of compensation for our inconvenience. Now our question is, what is the incentive for this hotel to not overbook guests when the burden is 100% on the guest and none on the hotel. The lady at the desk stated that the overbooking was not the hotel's fault but also said that we were one of at least two groups that same night that had been overbooked. Therefore, this clearly happens on a regular basis and the hotel should be the entity providing accurate inventory to the third party sites before confirmation.

To summarize, our main complaints are 1) We should have received a call prior to check in informing us of overbooking 2) We expected a company like Hilton would have had the capability of transferring us to the nearby Hilton property without us dealing with all the logistics of refunds and rebooking instead of guests having to make a reservation at a random other hotel that happened to be owned by the same franchisee 3) There needs to be a moral hazard on the part of the hotel for them to provide even the smallest token of compensation to discourage them from the practice of overbooking so that the guest is not carrying the full burden.

We were too tired that night to argue as our children just wanted to find somewhere to sleep. At this point we're not expecting anything from this hotel but it's about principle and warning others if they have to deal with the...

Let me say first of all that this is a very creative concept in meeting needs of guests and, if I were going to be in a location for multiple nights on a generous budget, I would look for a Home2Suites. That being said, this particular location had problems. Aside from the young man who checked me in (I believe his name was Malcolm), who was courteous, friendly, and efficient, and the housekeeping staff who were also pleasant, the staff appeared overworked, disgruntled, and generally grumpy. One of the attendants at the breakfast bar actually rolled her eyes at me when I told her the waffle batter dispenser was empty. The breakfast bar was simply awful. We went early, and it appeared they had already run out of almost everything that required preparation. The employees were making noises that indicated they were not happy. And, the prepared food was simply not good. This location could learn a few things from those hotels that cater to journeymen workers about having a good, warm breakfast ready and waiting when the stampede hits.

I had broken my toe during the night. I went into the kitchen in the dark because there were no light switches accessible from the bedroom that controlled any lighting in the living area. I tripped over a chair, but it was only a toe. Thinking that perhaps the hotel might want to invest in a higher wattage nightlight in the kitchen area, I mentioned the broken toe. The desk clerk looked at me, and her eyes just didn't seem to register that this was an issue that might need to be reported to someone above her pay grade. After all, it was a toe (but could've just as easily been a leg or a hip).

What was missing among the employees, I think, was the concept of being a team and performing together . I gave service 2 stars simply because the housekeepers were great, and my experience at check-in was also notably good. The rest of the staff, not so wonderful.

My room and the interior of the hotel were really clean. The exterior of the front entrance was littered with cigarette butts.

If I'm overly grumpy, it's because the broken toe happened on day one of a 2 week hiking and sightseeing vacation in Montana and the U.P. of...

I have stayed at many Hilton properties and have always appreciated the hospitality and professionalism expected from the brand. Unfortunately, this property fell far short of those standards.||When I arrived around 10:55 PM, I politely presented my Hilton certificate and asked to use it for my room. The front desk associate immediately told me they “don’t accept those here,” claiming it was per the manager. I explained that I had made my reservation online and that Hilton properties do accept these certificates, but she insisted otherwise and refused to contact a supervisor, saying, “It’s 11 PM and I have to leave or I’ll get overtime.”||Another staff member emerged and told me flatly, “I know for a fact we don’t take those,” then interrupted me mid-explanation to say, “I don’t need a science lesson on how Hilton points are earned.” At one point, I felt surrounded and outnumbered by staff who seemed more interested in arguing than in helping resolve the issue.||When I asked for their names, they refused and were not wearing the required name badges. The only written documentation I received was a sticky note with “Not accepted” scribbled on it. I then provided a different credit card and asked that it be used instead of the one on file — yet they still charged the wrong card.||Later, I called another Hilton property from the lobby and had their front desk explain to this property’s staff how to process the certificate. The next morning, I asked for the room to be comped for the trouble, but was told it wasn’t possible, even though the previous night’s staff said it could be done.||While the manager eventually refunded my stay, the lack of professionalism, refusal to follow Hilton procedures, and dismissive attitude from multiple staff members made this an extremely frustrating experience. This is not the level of hospitality I have come to expect from Hilton, and I will be reporting the incident to Hilton...