Home2 Suites by Hilton Ogden — Hotel in Ogden

Beware: Unsanitary Conditions, Hidden Fees, and Unprofessional Staff at Home2 Suites by Hilton Ogden

I am writing to strongly advise against staying at the Home2 Suites by Hilton Ogden. Our recent 3-night stay before the New Year was a nightmare that has extended far beyond our departure. We booked room 454 for our family ski trip, expecting a comfortable and enjoyable experience. Instead, we encountered a series of deeply concerning issues that ruined our vacation and left us with a significant health concern.

The most egregious issue was the discovery, upon returning home to California, that our room was infested with lice and mites. We have no pets and were horrified to find this was likely the cause of my daughter's severe allergic reaction. This speaks to a severe lack of cleanliness and proper pest control within the hotel.

Adding insult to injury, the hotel charged us an inexplicable $43 fee for "linen damages" upon checkout. We spent the majority of our time on the slopes and hardly used the room's facilities, primarily only sleeping there. It is baffling how a family of four could possibly cause damage to linens that would warrant such a charge, especially considering the nature of our stay was focused on outdoor activities, not damaging hotel property. Despite repeated requests, the hotel has yet to provide photographic evidence, complete with metadata proving the date and location of the alleged damage, which they claim exists.

Our attempts to address these concerns with the hotel were met with blatant disregard and unprofessionalism. For five agonizing days, the hotel refused to return our calls. When we finally reached them through Hilton's corporate assistance, we were met with "Ashley" at the front desk, who was incredibly rude and dismissive. Ashley demanded that we "prove" our daughter's mite bites, an absurd and insensitive request. She also insisted she had pictures of the damage, a claim we strongly suspect is false. To add to the deception, Ashley falsely claimed the hotel only cleans rooms every three days. We specifically requested housekeeping service, and our room was not cleaned once during our entire stay, highlighting further lapses in their stated policies.

The combination of a bug-infested room, hidden fees, and the shockingly poor treatment by the staff has led me to retract my initial positive review and issue this urgent warning. This hotel clearly has serious issues with hygiene, transparency, and customer service. Save yourself the trouble, the potential health risks, and the financial exploitation, and choose another hotel for your stay in Ogden. I hope this review prevents others from experiencing the distress and disappointment that we did. We are still awaiting a satisfactory resolution to this matter and will update this review...

The room is well setup and was clean other than the interior edges of the dishwasher (which can be easily missed) and the glass on the window (worse than the attached picture). Aside from the aforementioned, the room was clean and well-stocked. The bathroom was smaller than expected but it was fine, no issues there. The bed was a good middle ground of firm and soft. Linens were clean and extra pillows and a blanket were kept in one of the cabinets.

As for hospitality, I was left wanting. When we came in, the young woman at the desk didn't even spare us a glance. Instead, she spent her time entertaining the other young twenty-something's at the pool table in the lounge area. It wasn't necessarily an issue as we had digitally checked in and had a digital key "card" (very convenient, mind you), but a little hospitality goes a long way in making a place feel welcoming and warm.

The view from the 4th floor for the Home2 side is varied dependent on which direction your room faces. Unfortunately, our room was directly over the main entrance which left us with a view of the parking lot, a barbed wire fenced area just passed the lot, Union Station, and some industrial-looking buildings. Nothing spectacular by any means. If you have the chance to pick your room, choose an even number and/or double check if it faces the street (better view) or the parking lot.

Sound-wise, it was relatively quiet for being so close to an attraction lined street. In the morning though, housekeeping is not very mindful of their loudness, or they're just in too much of a rush. Don't expect to sleep...

Stayed here during a visit home for the holidays - a bit of a change from our usual which is the Hampton Inn on Washington Blvd. Hard to say what we'll do next year. The food - everything is new, clean, modern. Common areas are nice with good seating and patio was a plus (although we didn't use). Kitchen in the suite was well appointed with dishes, knives, containers, etc. Could have used a corkscrew, though. Pack and play for kids had a sheet. Nice touch, although I always bring one anyway. It also seemed very new and clean. The bad - first, breakfast until 9? We're not the latest sleepers in the world as we have a toddler but that's so early. We eat at 9 typically at home, but we're on vacation! We were not the only ones to roll down at 8:50. Many people came up after 9 trying to eat while employees were packing it up frantically. They also ran out of a lot of stuff due to some sort of holiday shipping issue. Walls/noise not super thin but we did have a lot of noise from the above unit. Sounded like a kid running around pole vaulting. It was quiet by 10 p.m. so ultimately only mildly annoying. Patio fire seemed to always be on when nobody was there. What a waste of fuel - it's not unlimited on this planet. Then the one time we wanted to hang out there it was actually off. Just sort of wish there was a prominent button or motion detector or something. But maybe that's too crazy. Fireplace was very nice, however, and the seating looked comfortable. If we didn't have a kiddo asleep in the room we would have done...