Home2 Suites by Hilton Duncan — Hotel in Lyman

I had the pleasure of being a guest here on two separate visits (Aug 14-16 and Aug 21-23), as I accompanied my daughter for training with her company. It was my first time staying at a Home 2 Suites Hilton Hotel. If I could sum up my experiences in one word, it would be EXEMPLARY! From the moment I walked through the doors, I was greeted with such a kind welcome by Latonya. She graciously honored our request for an early check-in and late check-out for both visits. Latonya is very professional, knowledgeable, down to earth, friendly, and exemplifies superior customer service skills. She expedited our check-in, informed us of the hotel amenities, breakfast hours, daily fresh cookies and coffee in the lobby all day, and that they were there to meet all of our needs. The rooms are very tastefully decorated, spacious, fully stocked kitchenette, comfortable seating area, a room divider for privacy, blackout shades, very comfortable beds, plenty of storage space, and a large shower. Throughout both of our visits, from check-in until our final check-out, Latonya addressed us both by name every time that we saw her for the duration of our stays. The entire staff, from the front desk, breakfast host, environmental services, housekeeping, and maintenance, were very hospitable, friendly, and accommodating. Latonya ensured that all of our needs were met during both of our stays. They made everything so comfortable for us, that it felt like we were visiting and staying with old friends. I greatly appreciate the wonderful service and kindness that we were shown. Although we were Diamond Status guests, I observed throughout our visit, the same level of care and service that was provided to all guests, regardless of status. With easy access to the interstate, a variety of restaurants in very close proximity, the location is great! I assured Latonya, that whenever we are visiting the area again, whether for business or pleasure, we will definitely return for future stays at our other home away from home, Home 2 Suites! Thank you again for everything, Latonya and all staff that worked with us!! We appreciate...

The in house face to face customer experience was untouched and fantastic. Friendly staff, clean lobby, rooms, and overall immaculate facilities. Sadly, the Customer satisfaction does not span beyond your in house experience. My cashmere blanket was left in my room. I called to check lost and found, the staff located the blanket and assured mngmt would be in contact for shipping. Manager Kacy, was to reach out with in 48 hrs. He didn’t. I called back on a weekend, he was unavailable and was left a message to call me back first thing Monday. Didn’t happen. I called back Tuesday, the blanket was again verified found. He said he needed my exact room number to send the blanket, at this point it’s like 2 months after my stay, had no idea the room number but knew it was first rm from elevator, he couldn’t send the blanket without that info, wth? Call back couple days later, after finding reservation. The reservation didn’t reflect the correct room, as they had to move us from original reservation due to room not being ready, that caused a problem he couldn’t figure out and told me he’d have to find alternative and call me back. He didn’t, I called again few days later. He wanted to Bill the card that was on file, but that wasn’t an option, because the card billing address and my shipping address were different, so again Kacy couldn’t find an alternative to getting me my blanket. Customer satisfaction is CLEARLY NOT one of his priorities. I left several unreturned voicemails after that point, one with a prepaid shipping option that would have required minimal cooperation on his part, which is really representative of the Home2Suite, and needless to say, he was a very poor reflection of the stay experience we had and in turn, I became hopeless as his message drove home, he’s in control and chose NOT TO cooperate and follow through with resolution of getting my blanket back. The standing hope at this point, is that this will finally escalate beyond Kacy’s control and be rectified by the GM-...

When traveling with a pet it can be very difficult to find a hotel that provides the cleanliness that we are all looking for in a" per friendly" hotel. Upon arrival I was disappointed to see the amount of cigarette butts scattered throughout the parking lot and in front of the property. There was trash overflowing in the waste receptacles. Could not believe the amount of pet waste littered throughout the grassy areas - you could actually smell the stench. After driving for over 12 hours that day the last thing anyone wants to do is try to find a pet friendly hotel in the area that has accommodations available.. I always have trepidation anytime that I travel but when you have a pet wondering what the room is going to be like upon check in..... Oh boy - as soon as we walked in the door the smell of urine hit us directly like a brick in the face. We immediately call down to the front desk and the customer service representative said that they had no other rooms available. We tried calling other hotels in the area but unfortunately they were sold out for the night. I went onto Google to read about reviews and room number 225 was written about specifically 9 months earlier... This person had found drug paraphernalia in their room as well as a smell coming from the air conditioner most likely a freon leak. Not the filthiest room that I've ever stayed in but I'll put it in my top three. The hotel grounds need to be maintained starting off with picking up the fecal matter, trash and cigarette butts littered throughout the property. Room 225 needs to have the carpet ripped out and have new padding and carpet installed -- you just cannot get the urine smell out of there with a simple shampoo. Hilton really should have someone from their quality team do a visit and see for themselves. Extremely disappointed. If you have other options I would stay...