Home2 Suites by Hilton Mesa Longbow — Hotel in Mesa

UPDATE - Changed to 4 stars - Shaun (Asst. GM) called me personally from the Hotel and apologized and did explain that they have contractors scheduled to try and fix the AC/Fan issues eventually as it was a design flaw from initial construction. He was seemed genuinely frustrated by the mess and knows they trying to make it better. He did give a small discount and offered another discount for staying next time which I think we will do next time we are in town to give them another chance.

Great example of how doing the right thing and taking care of customers (even after the fact) goes a long way.

Thank you Shaun!

ORIGINAL REVIEW: 2 Stars

Overall this hotel is pretty new and looks clean. The finishing touches and materials used don't seem great. The walls were super thin and you could hear your neighbors and the outside easily.

Me and my family of 4 came in a few days after Christmas and were checking in around 8pm. Kylee was checking me in and was VERY unpleasant. Just short and I could tell she didn't want to be there.

We were put on the 4th floor and she went through her talk about where everything was in the hotel and breakfast times, etc. No mention of anything to be concerned about.

We get to our room on the 4th floor and the bathroom fan is making a VERY LOUD annoying high pitched sound (without it being "on"). Basically wind is howling through the vent above and turning the fan.

We go back down to tell Kylee about this and see if there is another room available. She is very short and says that basically all of the rooms on the 4th floor are like this as it has something to do with the A/C units on the roof were install wrong and they "all do this, some worse than others". She also said they were 'sold out' so there were no other rooms and nothing she can do. She flatly said I 'could take it up with her manager' tomorrow if I wished and to "close the door" to the bathroom as that will help.

Spoiler alert, it didn't help much closing the door. And the door is SUPER heaver and is a pocket door without a regular doorknob so very hard for my little kids to open/close.

At this point we are tired from a long drive and just will deal with it. It was still loud and annoying for the bed closest to the bathroom (pull out couch - which was very uncomfortable as well). In the main king bed, it was better and the bed was much more comfortable.

I get a 'text' message from Kylee (an automated or generic one) asking out our stay is going so far. I respond with the fan is very loud and not better with the door closed and I see on their website they had 1 room available that I could have booked right then if I wanted. She did not reply.

30 minutes later, I get a text response from Latasha who is very kind and nice and apologizes for the sound and doors. We went back and forth for a few messages and she asked if she can call the room. She does and explains that yes most rooms on 4th floor have this problem, but she would call maintenance to have them lube the fans to not be so loud. She also said that they "working on getting better handles for the bathroom doors" as they get that complaint a lot. She also offered to get us switched the next day after all of the rooms are cleaned.

This was a nice gesture but since we were going to be out of the hotel from 8am until 7pm, we didn't want to move all of our stuff again late for just 2 more nights.

Latasha and then later Shy during the day were both very friendly and nice. The sound never got 'better' so not sure if maintenance ever came by.

The breakfast in the morning was pretty good for a hotel (my kids liked the waffles) but nothing over the top.

Overall, pretty terrible experience especially when paying around $200/night as we opted to stay here against some other places in the area even though it was more expensive because of the amenities and how this was "newer".

I would recommend NOT staying on the top (4th) floor if you...

⚠️ This hotel was a nightmare 😫. First night, the guests in the room above ours, were jumping off the walls, furniture, and any other thing they could jump off, in order to make as much extreme noise as possible. My husband kindly asked the front desk person to speak to them. We were told that the front desk person went and spoke to them. Noooooooo!!! Because 5 hours later, these lunatics were still loud as a violent thunderstorm 🔊📢📣😰. My husband went to the front desk three or four times after that. Unfortunately, the front desk staff was ZERO HELP!! But, this true story of being tortured in and by this hotel doesn't end. After getting no help or relief from the nightmare lumberjack furniture moving crazed family above us, the front desk person decided that we could go to another room. The following is a direct quote from the lady on duty that morning around 1:00am, yes 1:00am. She stated, " You may change rooms to a higher floor. You do not have to move your things at this time." Then I went on to tell her, "Thanks. I and my family will be going to the Grand Canyon around 5:00 am. Is it still OK if we leave our things?" The lady told me, "YES!". I finally got 4 hours of sleep 😴. I and my family got up bright and early to go to the Grand Canyon. Fast forward to 9:30pm, we were exhausted after our wonderful day at the Grand Canyon ⛰️ , I went to my first room where the scene of the crime of blaring coyotes was above me. Only to find out that this disrespectful hotel had locked us out of our room 🚪 😤 . Yep, locked us out. Tired, exhausted, and half awake 🧟‍♀️, I made my way down to the front desk. I asked the lady why we were locked out of the room. She gave me some bumbling excuse. I don't remember it because it was a lie and made no sense. I TOLD THE OTHER FRONT DESK PERSON THAT WE WERE LEAVING AT 5:00 am for the Grand Canyon. I don't think they hire anyone with an 8th grade education of comprehension at this hotel. The torture and now disrespect done towards I and my family is not over. Sadly, this Greek tragedy of sorts continues. I decided to file a complaint with Hilton. Hilton customer service agents were helpful. Because,when I tried to called the hotel, they hung up on my ten times. They answered the phone one time. They asked me to hold, and I said, "yes", Of course, no one ever came back to the phone 🤣😂. Why in the world would I expect anything of worth or the appearance of doing their job correctly or being respectful? A girl can dream, can't she 💭💃? After almost three weeks of dealing with these clowns 🤡 🙃, a Hilton agent finally got in touch with the manager. This guy is a work of art 🎨 (insert sarcasm). I forget his name because his actions towards me were appalling and disgusting 🫣. This guy, in essence, blames us for the horrible ceiling gang and getting locked 🔒 out of my room. The manager and I quote, "We tried to call you all day, but couldn't reach you. " DUHHHHHH. I told the front desk staff that we would be leaving for the Grand Canyon early in the morning. And there ain't no signal. And we were told we wouldn't have to move our things. Basically, I was told in essence that I was to blame and that I orchestrated all these catastrophic events on purpose. You know, because this was all part of a plan not to sleep and have an awful time on our vacation. This manager needs to be retrained. No wonder this hotel is trash . Bad leadership 😒. Talking to the manager was like talking with a 4 year old child. There's more to this story, but I'm too exhausted to go on. I'll finish part 2, later.

DO NOT STAY AT THIS HOTEL...

Overall this hotel is pretty new and looks clean. The finishing touches and materials used don't seem great. The walls were super thin and you could hear your neighbors and the outside easily.||Me and my family of 4 came in a few days after Christmas and were checking in around 8pm. Kylee was checking me in and was VERY unpleasant. Just short and I could tell she didn't want to be there. ||We were put on the 4th floor and she went through her talk about where everything was in the hotel and breakfast times, etc. No mention of anything to be concerned about.||We get to our room on the 4th floor and the bathroom fan is making a VERY LOUD annoying high pitched sound (without it being "on"). Basically wind is howling through the vent above and turning the fan. ||We go back down to tell Kylee about this and see if there is another room available. She is very short and says that basically all of the rooms on the 4th floor are like this as it has something to do with the A/C units on the roof were install wrong and they "all do this, some worse than others". She also said they were 'sold out' so there were no other rooms and nothing she can do. She flatly said I 'could take it up with her manager' tomorrow if I wished and to "close the door" to the bathroom as that will help. ||Spoiler alert, it didn't help much closing the door. And the door is SUPER heaver and is a pocket door without a regular doorknob so very hard for my little kids to open/close. ||At this point we are tired from a long drive and just will deal with it. It was still loud and annoying for the bed closest to the bathroom (pull out couch - which was very uncomfortable as well). In the main king bed, it was better and the bed was much more comfortable. ||I get a 'text' message from Kylee (an automated or generic one) asking out our stay is going so far. I respond with the fan is very loud and not better with the door closed and I see on their website they had 1 room available that I could have booked right then if I wanted. She did not reply. ||30 minutes later, I get a text response from Latasha who is very kind and nice and apologizes for the sound and doors. We went back and forth for a few messages and she asked if she can call the room. She does and explains that yes most rooms on 4th floor have this problem, but she would call maintenance to have them lube the fans to not be so loud. She also said that they "working on getting better handles for the bathroom doors" as they get that complaint a lot. She also offered to get us switched the next day after all of the rooms are cleaned. ||This was a nice gesture but since we were going to be out of the hotel from 8am until 7pm, we didn't want to move all of our stuff again late for just 2 more nights. ||Latasha and then later Shy during the day were both very friendly and nice. The sound never got 'better' so not sure if maintenance ever came by. ||The breakfast in the morning was pretty good for a hotel (my kids liked the waffles) but nothing over the top. ||Overall, pretty terrible experience especially when paying around $200/night as we opted to stay here against some other places in the area even though it was more expensive because of the amenities and how this was "newer". ||I would recommend NOT staying on the top (4th) floor if you...