Home2 Suites by Hilton Madison Huntsville Airport — Hotel in Madison

For the first couple of days, we were unaware that room cleaning was upon request at the front desk. I noticed a label on the mirror which required us to call to arrange cleaning. We were not expecting any room cleaning up until this point besides towel changes and trash can empty and the hotel was accommodating this request.

My guest called the front desk the morning of Monday, 2 Aug 2021 to arrange cleaning. The female servings the desk told her that cleaning had to be arranged 24 hours in advance. (This 24 hour advance notice requirement was not outlined on the label affixed to the mirror in the room.) Therefore, my guest arranged for 11:00 AM, Tuesday, 3 August 2021 and the desk attendant confirmed.

We departed the room prior to the designated time so the cleaning personnel could have access in our absence. However, after returning around 2:00 PM, the room was not clean. Therefore, my guest called the front desk and complained to the attendant on duty. She said it was the same attendant that made the appointment the day prior. The desk attendant stated that all of the cleaning crew were gone for the day and that we would have to make an appointment for the following day. (The following day was our scheduled day of departure.) This was totally unacceptable and we demanded immediate cleaning or change of room!

The manager came to our room with a couple of assistances and cleaned the room. During the cleaning, the manager presumptuously said since we were used to daily cleaning service that we should stay at the Hilton Garden Inn next door for our next visit. I explained to her that we had not required daily cleaning. We are cognizant of the differences in hotels and I reminded her that I was a Diamond member. (I chose this hotel only because it was closest to my destination. Otherwise, it would have been the Embassy Suites.) I also told her that when I provide my payment for the stay, it is immediate and I am sure Hilton wouldn't want to chase me down for delinquent payment. So I expected prompt execution from the hotel without excuses. Instead of taking ownership of the incident, her response was that sometimes they have delinquencies from customers, so I assured her that mine was not. After the room was cleaned, she thanked me for enlightening her about the scheduling incident and stated she would reprimand the desk clerk.

The following morning, I called the front desk and requested late check-out. The attendant told me that no more late check-outs were available, so I requested to speak to the manager. She stated the manager was not available. Then she called back and said I had late check-out to 12:30 PM.

I was fed up with this unprofessionalism and spoke to the manager face to face to complain about my unsatisfactory stay. She agreed that the stay was not satisfactory; however, not once did she apologize but instead made excuses for her personnel being inexperienced because of the pandemic. I explained to her that I was going to report the incident to Redstone Arsenal and to her boss because she was responsible for the unprofessional culture in that establishment. She responded in a nonchalant, condescending manner and said, that if that is something that I would like to do that I was more than welcome to. She gave me her name, Marion Laura Saint, and email and told me to have them contact her if that's what I wanted to do.

This new hotel blatantly does not value the customer and is a negative reflection of Hilton establishments. Leaders/managers who fail to take responsibility for their's and employee's poor actions and instead make excuses is intolerable! If it wasn't for my numerous good experiences in other Hilton hotels, such as the Embassy Suites, I would terminate my American Express Hilton Honors card and never frequent a Hilton owned hotel again! This was an absolutely horrible customer service experience and I will report it through military channels to ensure Soldiers and government...

Reservation completed on computer website for 12 Feb – 28 Feb. I had to call the front desk to get that rate as the website would not adjust to it accordingly and was told it would be correct at check in by the front desk agent which it was correct. Verified early check in and waited 45 min to be assigned a different room. The blackout curtain was off track and would not move with the touch button. It was also during winter but the room was warm so I went to adjust the living room T-stat and saw the battery light flashing. Went to the bedroom and had the same issue. Went to front desk, reported the blackout curtain and was given batteries to replace in the T-stat or wait until the next day for maintenance. Upon replacing the batteries, I attempted to turn on living room AC but it would not come on. Finally figured out the T-stat and unit were not linked, had to turn AC on at the unit. During the entire stay, with temps outside being as low as the teens, the AC units never did shut off. Yes I like it cool and set them at 67. Curious as to what that room would be like during the summer? Day 3 of stay, I finally had enough dishes to run the dishwasher. After about 45 minutes of running, I went to kitchen and stepped in water from leaking dishwasher. I turned it off and called front desk to report, pulling out dishes and finished washing by hand. Little did I know until later this was a long time issue. The next day, I received a phone call from Director of Sales. I informed her of all the issues and she said that Engineer would be coming to my room this evening. I requested next day since this is a work trip. She offered some comps and I received points on my account. Upon returning to my room the next day, blackout curtain was working. Living room AC T-stat was not linked to unit and unsure about dishwasher. Day 8 – ran dishwasher again and saw a leak from right side panel. Next morning, saw a large dried water stain on floor. The wood next to dishwasher is swollen like the leak has been occurring for an extended amount of time. Also that morning, bedroom AC sounded like it finally shut off but began making a rattling, humming noise to go along with some ticking. I turned the unit off at T-stat but it continued to make those noises. After about 10 min, I turned it back on, and it smelled like heater was on. The noises did stop and no additional issues with it during my stay. I emailed the Director with photos of dishwasher leak, wood, floor stains and video of AC unit noise. Washing machine is $2.00 per load for low soil, and increases by $.25 per selection. Dryer is $2.00 for 45 min and can be increased by 15 min per $.25. 2 washers and dryers but 1 was out of order. The 2nd weekend here the one operational dryer began acting up. Getting a coin error message on some of the coins which the machine cost me an extra .75. Informed the front desk and was told thank you and they would notify maintenance with no refund offered. Extra .75 per customer adds up to a good hotel bonus. Either the floors are thin or I had an upstairs neighbor who has very heavy steps. I was woke up during the night for about week around 10pm every night and one night on the weekend at 1230, 200 and 245am. Received my final checkout bill and for some reason the last 2 nights went back to the standard rate. I had to email the director again and a refund and corrected receipt was received in about 4 hours. Not sure if was just due to the winter time but constantly received a static shock on the downstairs elevator button and inside the elevator when pushing the...

I have been staying at Hiltons since 2003 and have been an honors member since 2014. Given that, I would say this hotel meets expectations when you arrive. The front desk was nice. Lobby and gym appear well taken care of and the rooms are clean. Unfortunately, I arrived around 6 pm and it was not until about 8 pm that I noticed the AC was not working. Trying to be optimistic I turned the temp down to 60 and waited to say anything until the next day, bad sleep night #1. I contacted the front desk the next day when the thermostat had been set to 60 all night and the room would not go below 80. They said they would have maintenance take care of it. I came back from school around 7 pm and contacted the front desk again because it was 80 in the room with the thermostat set to 60. They apologized and said that maintenance had left a note saying they fixed it. So they brought a fan, that actually raised the temperature in the room, and said they would get maintenance to come back the next day and give me points, bad sleep night #2. The next day I went to school and was back around 7 pm. Still the room was at 80. I walked down to the front desk and asked if maintenance had looked at the AC. The front desk showed me the note that said it was fixed . I then explained that is was not fixed and I wanted another room. They could not find another room for me in that hotel or their sister hotel next door. I also looked at other hotels around Huntsville and could not find a room that was not going to cost me 2 to 3 times the amount. That was when I saw the sign I have attached to this review that is located next to the front desk. The sign says “ We guarantee an Engaging experience and clean, comfortable accommodations. If you aren’t completely satisfied, let us make it right or that night’s on us.”. So I asked what they would do to make this right. I was told that they would give me a lot of points and a new room as soon as possible the next day, bad sleep night #3. My wife waited at the room the next day and they notified her that a room was available around 1PM. The new room worked out great the rest of the trip. After the trip I received my receipt and looked at my account for the points they promised. Thinking that after three terrible nights of sweaty sleep, the statement they made about “a lot of points”, and the sign next to front desk there would be about 2 to three nights of hotel points given to me. They gave me 10,000 points. Which is not enough for one nights stay. I understand that things can go wrong and if they had stood by their sign I would be satisfied with my stay. This would lead me to believe that a refund for thee nights was due, or enough points to cover three nights. I would assume the average night is around 30,000 points . I do hope that they fix their communication and maintenance problems because I would try another stay. So, if they do fix this I will update the review, but if this review has no updates than you will know they have not fixed it and do not stand by their word and do not stay there if you can help it. Update 7may2024 Was contacted by the hotel toake it right. I called twice and left a message with the manager. I also contacted Hilton through their site. They have made no attempt to contact me after the one message on this review. Just showed howuch they value...