Home2 Suites by Hilton Middleburg Heights Cleveland — Hotel in Middleburg Heights

Home To Suites, Middleburg Cleveland

I am incredibly disappointed in the lack of follow-up from management. I am an ardent fan of Home 2 Suites and Hilton properties overall. I have three Hilton reservations within the next week. In addition, I am booked along with a large number (75) of friends and family at a Hilton property this Saturday in West Palm Beach, where I am hosting and paying for the rehearsal dinner, bridal brunch for my goddaughter's wedding.

I was to book reservations today at two Hilton hotels for the coming week, June 1-8, 2021. I have a meeting in New Orleans on Wed-Friday and after which I would fly to Cleveland for a graduation party for my nephew.

Long story short, I booked along with 20 others parents, family, and friends for a soccer tournament. I believe in total we booked 22 rooms. Unfortunately, I experienced significant issues with my trip while traveling to Middleburg on Friday and Saturday via car. As a result, we were stuck on the road for hours and had to return home.

The next day we made a reservation with a rental car company, and on the way to pick up the car, we received a phone call stating, 'Oh, I don't know who reserved you a car, but we don't have any cars to rent.'

I had fantastic assistance from a male front desk person on Friday; he cleared my reservation for Friday. I called the hotel immediately and spoke to a young lady, and she stated the manager would be in on Monday, she would leave a note, and I would hear from her.

Did I hear from the manager? This is what I heard..... CRICKETS- nothing, nada, nicht, nein, null.

You had 18 room reservations from my team, and you can't be bothered to call me.

I return two days ago from the Hilton West Palm -Beach Airport- that property forget-about-it never again.

Additionally, I am hosting a family reunion at a Hilton property on July 4th weekend in West Chester, Ohio. Or at least I was.

Short version reservation auto issues Friday, return home booked a car on the way to pick up car receive a call, 'Oh not sure why someone took your reservation we don't have any vehicles.

Friday I was given a forbearance on my room a nice guy. I believe his name was Mike. I called on Saturday; a young lady stated she would put my notes and information in the system. Unfortunately, the manager (she) was not working but will call me on Monday. Today is June 2, 2021, the reservation May 13-15, 2021.

I am in Cleveland the coming weekend- my hotel will not be a Hilton property.

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If you need a hotel in this area – this is the hotel you need to stay at. We stayed at this hotel for 5 days while visiting family and friends and had an amazing experience. From the moment we walked into the lobby at 11:00 am, Heather was at the desk to graciously welcome us. I asked Heather if there was any way we could check in early, she tapped her computer and said, “yes”. I then asked if we could have a double bed room; her answer - “yes”, I asked high floor - another “yes” and then I asked away from the highway – “yes”!!!! In a very kind, gracious and helpful manner, Heather had us checked into a perfect room for us within minutes! The next morning we came down to breakfast and Mina who was by the coffee station welcomed us and inquired as to how our stay was going – so kind! I thought this was a one-time thing and Mina just happened to be in the lobby. Throughout our stay Mina was the “jack of all trades”, working the reception desk, breakfast bar, bussing/cleaning tables, and always, always stopping to kindly & graciously greet every guest, offer a kind word or inquiry on their stay, and ask if they needed anything! And then getting what they asked for! And to top all of this wonderful guest “care” (as this type of service is 100% AAA+++ way beyond customer service), Diane and Melissa ensured that every morning delicious treats were hot or cold (as appropriate) for breakfast & always available; and that all of the tables were quickly bussed and cleaned. And even though they were continuously busy, both stopped and chatted, asking how we were, and if we needed anything. You can be sure that because of this amazing beyond-expected 100% AAA+++ guest “care” this will be our hotel of choice whenever we are in this area. In fact, my cousin picked me up one day and we gabbed for a couple of hours in the lobby, and she said that the hotel has a very “home” feeling. I totally agreed with her. THANK YOU so much Heather & Mina (front desk) and Diane & Melissa (breakfast staff) for truly a delightful stay made so by your kind, gracious, welcoming and totally professional guest care! This staff deserves a raise, or at the very least a significant bonus as the level of care they provided is...

I am writing to express my disappointment and frustration with the handling of a recent incident at your hotel. As a guest, I expect a certain level of service and attention to comfort, but what I experienced was far from satisfactory.

On my most recent stay, I encountered a bed bug infestation in my room. The issue began with intermittent sleep and intense itching, which eventually led me to discover the bed bug on my hand and arm. I promptly notified the front desk staff, who initially downplayed the situation and claimed that there had been no prior incidents of bed bugs at the hotel.

As a concerned guest, I emphasized my lack of experience with bugs at home and requested a room change. After some hesitation, the staff member agreed to relocate me to an adjacent room, citing concerns about "contaminating other areas of the hotel." During this process, the staff member made several comments that left me feeling uneasy and unfairly judged.

Notably, she mentioned that she had limited knowledge of bed bugs until two years ago, which made me wonder if her comments were influenced by racial biases. As a black woman, I felt like my concerns were being dismissed based on my race, which was unacceptable.

Despite the unsettling experience, I managed to relocate our belongings and shower the girls before settling into the new room. However, I am still waiting for a call back regarding my concerns about the incident. In fact, I have called four times since then and have yet to receive a response.

It's essential for hotels like yours to take proactive measures to address such incidents effectively. Not only does it affect the comfort and well-being of guests but also raises concerns about racial bias and discrimination. As a guest, I expect a prompt and respectful response to any concerns I may have.

In conclusion, I hope that you take my review seriously and take immediate action to address the issue. I hope to see improvements in your response to future incidents and a more inclusive and respectful approach to handling guest concerns.

If handled I'll be sure to...