Home2 Suites by Hilton Norfolk Airport — Hotel in Norfolk

We were in town for one night and thought a Hilton brand hotel would be a good choice - turned out it to be a terrible experience. We arrived in the evening so the lobby was quiet and empty, the front desk representative hardly paid attention to us as we entered the lobby. Check-in was smooth but no hospitality shown at all. Room was decent and hotel seemed clean. Upon departure we observed another guest in a heated discussion with the front desk representative but we did not think anything of it. We continued on our way to the parking lot to find that our car window had been busted out some time during the overnight hours. Whomever broke into our car ransacked it looking for valuables, but luckily we did not leave any in the car. As we were surveying the damage, the guest who we saw in the lobby approached us and said his truck had also been broken into. He was frustrated because it was not the first time it happened at this same hotel. He said the front desk staff and manager did not seem to care so that was why the conversation in the lobby was emotional.

We went back to the front desk to alert the representative of the crime; however, the representative did not care nor did she look up from what she was doing to even acknowledge us. She informed us that the hotel was not responsible for such an issue and we should call the local police. She even told us that several cars had their windows broken out overnight. Knowing we were not from the area, she did not even provide the number to the local police or offer any additional assistance. We went back out to the parking lot and noticed that there appeared to be at least four or five other parking spaces throughout the parking lot that had car window glass scattered about. Besides filing an online report with the local police dept, we also sent a message (similar to the above) to the Hilton corporate email address. Several days later Hilton rep replied advising the local hotel management had a couple of days to review our submission, conduct an investigation, and respond. After over a week and past the deadline we were told the hotel management would respond by, we emailed Hilton corporate again inquiring as to the status of our complaint. Hilton corporate replied that the local hotel was not responsible for the security in the parking lot and if we had any issues with the staff then we'd have to take that up with the local hotel management. We then contacted Hilton corporate via live chat option and was told by the representative that the hotel management commented on the inquiry by saying that there was nothing they could do, they advised us to file a police report, and we clearly left our personal items out which caused us to be a target. This response is outrageous and unprofessional! Even after filing several reports and going back and forth with Hilton corporate customer service representatives, nobody from the hotel management has reached out to us. It is so unprofessional for the hotel management to assume we left personal items out that caused us to be victims........absolutely not true. Nothing was taken from our car. We understand that crime happens and the hotel staff should not be responsible for patrolling the parking lot at night, but we would have expected so much more in customer service during this event. We had traveled from out of town and none of the auto window repair shops could schedule us in for days. We ended up getting the window taped up and driving for hours on the interstate on the way home. Such a shame that Hilton staff treated their...

I stayed at this hotel for Business / Work from 10/2022-2/2023. I travel frequently and stay in plenty of hotels. My stay was very unsatisfying and was not up to par. It was a 5 month stay total but I came back to this location on and off for 3 months since October 2022. I had random housekeeping done that was not requested or consistent. The hotel breakfast was not as diverse as other Home2Suites Hotels I have stayed at. Breakfast consisted of: warmed up frozen breakfast sandwiches, egg omelets, soggy oatmeal, cereal, waffle station, assorted fruit (sometimes fresh apples and bananas), yogurt, juice station, and sometimes water bottles and assorted packaged muffins. Breakfast states it opens at 6:30am but would open later than that - I would have to go to work by 6:30am and leave some days with no breakfast. The walls in the rooms are VERY thin from up to down and side to side. You can hear everything your neighbor does. Gym is decent size for a hotel and has an indoor pool. As for laundry, the washers and dryers are powered by an app on your phone and you have to preload $$ from your personal credit / debit card you put on file on the mobile app. In a way it is convenient but a hassle if it does not process through and you may end up losing money. The location of the hotel was right by a busy main street. There is a Walmart, Target, Aldi, and the Norfolk Premium Outlets less than a 7 min drive.

NEXT PARAGRAPH PERTAINS TO A SPECIFIC AND UNSATISFIED STAY: PLEASE READ CAREFULLY. In January 2023, when I first checked into the hotel, I asked the hotel clerk if I could be placed in a room that is on a higher level and away from the elevators. I knew I was going to stay for a long period of time and wanted to be out of the way with more privacy. She told me they’re all sold out but she will put me on a waitlist for when a room on a higher floor is available. I continued to check in with the clerk every day to see if there was one available and still nothing- for two weeks straight. Finally, I just accepted the fact that I was stuck in a room on the lower level, near the elevators, and had a connected / shared room. With the shared room, I could hear everything in the room right next to me. On top of that, when I initially checked in on 1/16/2023, I told the hotel clerk I would not like any housekeeping done during my stay but instead I will ask. On the bathroom mirror in the room, it even says Hilton only does housekeeping upon request. Housekeeping came into my room inconsistently (different days and times, no pattern at all) and “cleaned” my room. For context, I never once had a male in my room. I have attached pictures of the male briefs I found as well as the medication that was found in the drawer in the bathroom. I have reached out to corporate and they have not responded to this day 2/21/2023 and I reached out to the local hotel manager as well. She responded and was very proactive about steps moving forward which I...

This review is difficult to write because my experience was as if I were in two different hotels. Chris, the Manager was FANTASTIC! He was kind and he cared about his guests having a good experience at his hotel. Each and every Desk and Food Staff Member was also FANTASTIC! The Public Areas of the hotel were clean and welcoming to guests. The coffee was always hot and plentiful. So, where did things go a little off? Housekeeping seemed to have a disconnect. It started before I even arrived and it was actually a repeat of a previous issue. I am ALLERGIC to feathers, therefore feather/down pillows and comforters are life-threatening for me. I really don't understand why so many major hotels use feathers. It doesn't make sense! I make a note in my reservation and I call the day before to bring the feather allergy to the attention of Housekeeping. In fairness to this location, almost every Hilton I stay at, and I stay at a lot, puts at least one feather pillow in my room. Training clearly doesn't emphasize that a life could be lost because of carelessness. Next, the drywall tape was peeling from the main room ceiling in my room. The sofa bed was defective and, on one day it was left partially open because it wouldn't close. One day only decaf coffee was stocked. That day there was no sugar. The next day I went to the Desk and specifically asked for a few packs of regular cane sugar. It was written down on a list correctly by the Desk. When the room was cleaned and stocked - no sugar. One day there was no bath mat. It wasn't Earth shattering, I used a towel but the bottom line was the repeated slips that were more than listed, were annoying and frustrating after a while. For three days, the halls weren't vacuumed. I know this because I looked at the same metal clip for a nametag in front of Room 406 wondering how long it would stay there. I feel bad because the employees were so kind and friendly. Although this review is tough, I really believe a little more training and actually sticking to a checklist will turn this location into a four-star hotel. The good bones are already there. I would give the hotel a third chance because of the kindness I experienced. To...