Home2 Suites by Hilton Ocean City Bayside — Hotel in Ocean City

This location and its staff over exemplifies the true definition and the true meaning of customer service, satisfaction as well as a great display of human empathy. I must say this Hilton Team at this location including management and more specifically staff member Valerie. Dealing with the sudden and tragic passing of a loved one comes with its own challenges especially when that loved one happens to live in another state. My father lost his battle with cancer after a 18month fight and dealt my family a tremendous blow. Obviously, one can see the complications and stress one can endure while trying to grieve, but then be the family member who is tasked with handling logistics and accommodations for siblings and other relatives attending funeral service from out of state. Making that task more challenging was being a majority “Blue Collar” family with various financial means in these harsh financial times and still try to find quality rooms affordable for everyone I thought would be impossible. With my fathers service being on a date that helped with the cost of nightly rates, I was blessed to find good rate with this establishment which I deal with regularly for business travel and the bonus was it fit the needs of everyone perfectly especially for those members with children, it was a true blessing. Suddenly a day later the service date changed which would require us to check in a day earlier, but was also a day that the rate would have significantly increased and put a huge burden on some family members. After sending a message to the hotel requesting if they could some how work with us or even just let us check in at a early time that’s not normally a time people ask for allowing us to travel early and have time for some rest and still be able to get changed and ready for funeral service would help, knowing it was gonna be extremely strenuous but still a great help. Staff member Valarie called me very soon after and after first extending her condolences on behalf of the team she proceeded and blew me away with her professionalism and kindness. Instead of us checking in early which was a possibility she went far above and beyond and offered to change our check in day to the day before and most importantly would do so for the same rate saving us hundreds of dollars, expressing how much she would rather us not have to rush and panic and we would have a more calm and relaxing time before the service. This is why I chose the Hilton Brand when I travel because it is still one American company that sets the example and defines customer service, appreciation and professionalism. And in turn has positively effected several families for the better allowing them to get through a human tragedy a little more easier.

We all will be contacting corporate to extend our gratitude and appreciation for your service.

The Harris Family thanks you Valarie from the bottoms of our hearts!❤️

God Bless You and...

Excellent clean hotel. Came to OC for a family Memorial and had a wonderful time and enjoyed the full continental breakfast, pool, rooms with full kitchens and nice clean rooms. Just opened in November 2018. Just one piece of advice. Always get the top floor. We were on the 4th floor and our last 2 nights we were unable to sleep due to irresponsible parents allowing their children to run all night long across the floor above. The hotel did comp our rooms for 1 night but I felt that we deserved 2 nights because we were unable to sleep for 2 nights and I had a 4.5 hour drive back home and struggled to stay awake while driving back home. The hotel staff were extremely kind and courteous and helpful in answering location questions. I do highly recommend this hotel just word of thought get the top floor. You can easily hear every single noise above you but not the rooms beside you. I want to give a huge shout out to Bill the front desk clerk. Upon our checking in and every encounter with him were always kind, courteous and polite but most of all his professionalism was outstanding. I strongly recommend that you keep Bill because he is a huge asset to your hotel. Bill was working our first 2 nights and deserves a bonus, raise for his impeccable skills. I was a supervisor for 16 years at a Days Inn back home and would have enjoyed having Bill working for me. Bill was constantly moving around and lighting the fire out front for us and he was so AWESOME. Unfortunately the last 2 days the female at the desk on the night shift never once came off her chair or walked around and asking each guest if they needed anything as Bill did with each encounter with him. The 2 nights we complained about the noise above nothing was ever done. Every single time that we came down the female white heavy set female with respect sat at the main desk each time we would pass the desk. Bill and a beautiful black lady with black glasses the morning of our check out was also a beautiful lady as Bill going out of their way and very good at going above the call in assisting the people. I spoke with 3 different male housemen that also were very kind, nice and courteous to us. Unfortunately the morning of our check out before 11 am a female housekeeper with a DO NOT DISTURB on our door was walked in on and obviously that wasn't a pleasant experience. I'm writing all of this because I have been in the hotel industry for 18 years and my wife 31 years and still employed that hopefully the supervisor and or the owner should always know the details and actions of their staff so that they can fairly be recognized for any good or bad comments that I would immediately take care of my staff when called for. We will return for 2 weeks between July or August....

TL;DR - Accommodations were okay for the price, but too much was unacceptable and l won't be returning to this property.

Let me say at the top that these Home2 properties are NOT suites. There is a hospital-esque curtain that gives the beds some privacy from the rest of the space, but it doesn't go wall-to-wall which I'd wrongly assumed. The sofa converts to a bed, which was the selling point for me (could bring mom with us), but I'd just add a rollaway in the Hampton Convention Center next time. The fridge is bigger and you've got dishware, but no real difference otherwise. And you pay for those added conveniences with a sub-standard bathroom.

Here's the breakdown.

Cons:

HVAC: complicated to use (3 intelligent adults all had a go) and A/C didn't appear to be working properly as the room was always damp and musty.

Bathroom: TERRIBLE if you have kids (I don't). Very small (can't fit 2 adults) and no tub, only a stall shower. The sliding, handle-less door design is absurd and was difficult to use for a fully able-bodied adult. My senior mother couldn't manage to fully close it and I can't imagine a child would manage. Also no fan.

Breakfast/Coffee: I'm very familiar with what similar Hilton properties offer and this one is not to par. Cold, limited breakfast options. Coffee was out/unavailable one morning between 9:30-10:30a.

Staffing: understaffed. Pretty sure only one person at the desk and another for housekeeping/kitchen tasks. We were there midweek during off-season, but there should always be two people in the lobby. When the front desk person is dealing with a guest, the others shouldn't need to "wait it out".

Pets: I am a HUGE supporter of Hilton's decision to go pet-friendly, but the execution is way off for all guests, especially the ones with dogs. If corporate would like to consult with me on "pet-ifying" your hotels, I'm happy to discuss, but the ways you're doing it wrong would take far more space than I have here.

Pros:

Staff: I do check-in/out and keys through the Hilton app, but am sorry I didn't get the name of the young man at the desk when we arrived, because he was wonderful throughout our stay. Room was very clean and the housekeeper we ran into while departing was lovely and I'm glad I'd left a generous tip behind for her.

Location: my favorite place to eat in OC is Longboard and to play mini golf is Old Pro. Both of them are less than a 100ft walk across the parking lot AND it's one of the indoor Old Pro courses!

Pets: because it's worth giving kudos for the effort.

Fridge: loved having the extra space. We accumulate a lot...