Home2 Suites by Hilton Odessa — Hotel in Odessa

Totally disappointed! We normally love staying at Home2Suites but this one was so much worse than the others we have stayed at.

We booked a king room through the Hilton website for 2 adults and 2 kids planning to use the pullout couch for the kids. The room was not stocked with any bedding or pillows for the couch bed. What is the point of asking the number of children and adults when booking if the room is not prepared for that many? I had to call and ask and eventually had to send my husband to the desk to get bedding…but they didn’t give him any pillows. So now we have 4 of us in a room with 3 pillows. I then called and asked for more pillows and was told, “well, first I have to see if I can find some.” 30 min later still no pillows so my husband went to the desk and they gave him a pillow WITHOUT A PILLOWCASE. The 4 pillows we did end up with were also pretty awful I might add.

When booking, I communicated that our son has a disability so we would benefit from a room with a bathtub. We did have a bathtub in the room, but the bathroom was clearly in need of much repair. There were various parts for accessibility that were completely disassembled on the floor when we arrived and the removable shower head was broken and didn’t function, which was really inconvenient.

The breakfast was also kinda disappointing. Normally Home2Suites has decent breakfast offerings. Breakfast here included: cheese omelettes, a waffle station, a sad offering of toasts/bagels, cereal, yogurt, juice, and coffee.

Needless to say, we will not plan to return to this...

My family booked three rooms here for two nights at my suggestion since I am a Hilton Gold Member. My uncle and aunt booked a wheelchair accessible room about a month before our trip. When he checked in, he was told no wheelchair accessible rooms were available. When he told the front desk he had booked one in advance, they gave him the last remaining wheelchair accessible room but the roll-in shower only had scalding hot water and the sink only trickled. They were charged full price and were told they would have to wait to shower until another wheelchair accessible room would open up for the next night.

I arrived later than my party so I could not help until the next morning. I was able to get them a refund for the night they spent and pointed out that the law states they should have provided alternative accommodations at check-in, which they did for the second night (a nearby Homewood Suites) only at my demand.

It is a violation of the ADA not to provide a functional wheelchair accessible room that was booked and paid for. The fact that this happened at such a large chain hotel is ridiculous. I filed a complaint with Hilton and I’m waiting...

During my recent stay, after checking out, the house keeping staff found that I had left some personal belonging in the room. Instead of throwing it on their cart to turn in at the end of the day, this person took it straight away to the front desk, where Kori, the manager on duty at the time reached out to me on my cell phone to let me know they found it, and would keep it safe for me until I returned next week, or they would ship it to me that same day... I told them I would turn around and come back for it in 30 minutes or less, and upon my arrival at the front entrance I did not get much more out of my truck when Kori was meeting me at the door with my item... How do you get better customer service and teamwork? Why only 4 stars for location you ask? Well it is in Midland/Odessa area, where the wind never stops blowing dust, and it's either very hot, or very cold... Nothing to do with the Hotel... just that part of the world. :-/ Truthfully, I have found all the people in the area to be very helpful, polite, and hospitable during my work stay there for the...