Home2 Suites by Hilton Palm Bay Melbourne I 95 — Hotel in Palm Bay

I will leave out the long list of things that led to my review of a bad situation, but I will provide the basics.||I travel EXTENSIVELY for my work on the touring side of the music industry and was recently a guest at this property. My check in was done by "Joy" who was incredibly professional and was even able to get me into my room before check in time (an incredibly important thing when you consider I sleep during the day and check out in the middle of the night)||Let me digress and say the following; the room, the property, the location and everything associated with it were PERFECT!||My issue came at that "middle of the night" check out which is something I do constantly and no other hotel chain has issues with or unnecessarily complicates .||Checking out, I walked up to the desk to discover the night clerk watching something on their phone. No biggie, but I have always been of the thought that there is SOMETHIING that needs attention while you are at work and you are not being paid to watch movies, videos, tik-tok's etc while on the clock, but I digress.||I hand the young lady the key and tell her I am checking out. I further tell her that I don't need a receipt, it will come to my email. I proceed to the lobby, grab a seat while I and a colleague await our ride back to the venue. I minute later I get an email alert so I open it to confirm my receipt.||Imagine my surprise and FRUSTRATION when I do not find a receipt but a late no show CANCELATION! I go back up to the desk and tell the young lady what I just received and she has the audacity to say "Well I wish would have been more clear, there is nothing I can do about it now"||At this point I am just dumbfounded and asking myself how I could have possibly been "more clear" than saying "I AM CHECKING OUT" Just because you are not accustomed to folks checking out in the middle of the night does not mean it is uncommon.||I walked away believing all was a total loss and pointless to do anything further.||After letting this "stew" for a couple of days I called the desk and spoke with "Joy" and explained the situation. Joy was a true professional and actually said, "I was waiting for your call to be honest" I explained the situation and she explained things from her end and offered that I might reach out to the Diamond desk and see if they could help.||Let me interject this nugget... On this tour, I have been in Hilton properties exclusively for the previous 43 days and I had already retained Diamond for 2024 and I had already had THREE previous issues ALL OF THEM AT HOME2 where I needed to reach out to the Diamond desk which was a major PAIN (so much for loyalty). For this reason I resigned myself to the fact that this stay would be uncredited (as a cancellation) and I was just going to write it off and avoid Home2 in the future.||Later that day I miss a call from Joy who left me a voicemail telling me that she had taken it upon herself to reach out to the Diamond desk to get me credit for this stay. She told me that she had it worked out and I would be receiving the stay credit and the points.||HOW INCREDIBLY PROFESSIONAL AND CUSTOMER SERVICE FOCUSED IS THAT?!!!!||In the post COVID age of the "hospitality" industry hiring any warm body to do a job, I have seen a noticeable decrease in professionalism, care and appreciation of loyalty (most times I check in now, I have to ask for my water and I RARELY receive acknowledgement of being a loyal customer to the brand) at most hotels.||This interaction with Joy, both in my check in and her follow up to this situation was a welcome reprieve.||I will add that as of this date, more than a week later I have yet to receive the credit for the stay or the points, but I am ok with that. Just knowing that Joy made the attempt is reward enough!||If you happen to read this Joy, please know you are an asset to the Hilton team and I hope they...

We drove 8 hours from ATL to be awoke out of our sleep and traumatized

We were woke up out of our sleep by a loud knock by the door, security was outside (deontae, very respectful man) and the hotel clerk (mya, lady in the pictures). After we went up to the desk, we were told that by Mya (lady in the pictures) that our hotel was canceled, we were very confused and was told we had to pay full price for the hotel, instead of the Expedia price that we booked with. we were informed that we could NOT pay with cash, apple/tap pay, or a cashapp card.. even though the WEBSITE said we could.. We stepped off to the side trying to figure something out and in the meantime another family came up to the desk, they were also informed by Mya that no payment was accepted except visa and they were confused as well. Mya started to show frustration and anger by: huffing and puffing, putting her hands on top of her head, walking off and putting her face in her palms. She ended up walking off from the family, she took a 5 minute break before coming back to the desk to attend us. Security guard told us that for one night would be $126, after retrieving the money out of the ATM, Mya told us that she miscalculated and the total was $144.52, we gave her $145 and she went BALLISTIC that it wasnt exact change. She screamed causing other customers to come out of their room so see what was going on, she threw chairs and also screamed to me "SHUT UP". After this security (Deontae) went to HIS car and got exact change for US !! he wind up resolving the situation for us, while Mya was still going crazy in the back. she didnt even check us in since our room was "canceled" and didnt even provide us with keys to get back into our room. thank god we had someone else in our room. this has left us very traumatized causing us to get no sleep due to this happening at 1:30am, we didnt get back until 2:45 AM !!!! my check time was at 11am but was changed to 1pm by a nice manager name Joy. We explained the situation to Joy and showed her the video of Mya going crazy and she gave us a 2 hour extension. We left but are still in shock and booked a different room with a different hotel for the remainder of our trip. We made a call/left voicemail to both general and store manager and no answer or response. we just want our refund back, our stay here was cut short due to Mya and it was sure a WASTE OF TIME. DO NOT BOOK HERE. THIS WAS A CRAZY SITUATION FOR ME AND MY FAMILY, Mya was very unprofessional, disrespectful and needs help.

Thank you to Joy and Deontae for their customer service, time and effort to making this situation...

I stayed here last year and it was wonderful. Rooms were cleaned daily-now only every third day so you need to ask daily for fresh towels and other necessities. They had a great breakfast-which has totally gone down hill -things weren’t filled so you needed to ask them to fill in more. It was sloppy because of the way it’s setup, so food was spilled all over the counter and floor. I believe they now house displaced people who have been at the hotel for months. I did not feel safe in the hotel this time and will never go back. A few would take plates filled with food, then walk to the garbage pail and throw it out, proceed to refill their plates and do the same thing. Marijuana was smoked in rooms and wreaked in the hallways as soon as you stepped off the elevator. Also a few people smoked daily right outside the pool by the BBQ’s, where families were swimming with young kids. I told the front desk and the answer given was the cleaning staff will take care of the smell. Not the answer for a smoke free hotel and an illegal product being used. The bathroom in the lobby was used a few times by people who were not guests as a cleaning facility for themselves leaving behind wet paper towels thrown all about the bathroom. A security guard now stays overnight to patrol the inside and outside of the hotel to keep the homeless people out. There are 2 big signs stating the front doors lock at 10pm until 6am with only access being with your guest keycard. The doors were never locked and the desk person had no idea of the policy with 2 big signs clearly visible with the hotel policy. Uber eats freely walked in and went up to the rooms without having to check in at the desk. I am shocked to see this at a Hilton Hotel. It was not what I’ve come to expect from the Hilton Brand. We always chose Hilton for their high standards, safety reasons and cleanliness. I am completely disappointed and would have left the hotel if I wouldn’t have lost my prepaid money for the reservation. The one positive thing I can say is the staff were very nice and polite. I will definitely contact Hilton Corporate with...