Home2 Suites by Hilton Panama City Beach — Hotel in Panama City Beach

I am writing to formally express my deep disappointment and concern regarding the discriminatory and hostile treatment my husband and I experienced during our recent stay from July 2nd to July 3rd, under the management of Carina Dyce at your hotel.

From the moment we arrived, we were treated with an unwelcoming and biased attitude. Upon check-in at 4:00 PM, Carina Dyce appeared visibly displeased after noticing we were visiting from California. Her demeanor quickly became cold and dismissive. It took over 15 minutes to complete the check-in process, despite there being no other guests in line. Her facial expressions and body language made it clear we were not welcomed.

That night, exhausted from travel, we attempted to rest, but were disturbed multiple times by persistent knocking at our door. There was no explanation or communication provided as to why this occurred.

On the morning of July 3rd, we woke up early around 6:30 AM, had breakfast, and left for an outing at Secret Beach. Around 1:30 PM, I began receiving numerous phone calls from unknown numbers. When I finally answered, it was Carina Dyce on the line, screaming aggressively and accusing us of being responsible for a smoking odor in the hotel. She immediately threatened to call the police and insisted our belongings would be searched.

Despite being completely shocked and confused by this accusation, I calmly explained that we were at the beach and would be returning shortly to resolve the issue in person. I also emphasized that this was a serious misunderstanding that we should address face-to-face. Ms. Dyce abruptly hung up the call.

Upon our return to the hotel around 5:00 PM, we asked to speak with Carina Dyce but were told by the front desk employee, Kyng, that she had left for the day. Kyng also informed us that Carina had instructed him we would be allowed to stay. However, at that point, we no longer felt safe or respected in the environment. The hostile tone of the phone call, the baseless accusations, and the threats involving law enforcement created an emotionally distressing and unsafe atmosphere.

Despite this, we politely inquired about a refund for the unused portion of our stay due to the mistreatment and premature departure. Kyng informed us that only Carina Dyce had the authority to approve refunds and that it was not guaranteed. When we requested corporate contact information to escalate our complaint, we were mocked and laughed at, being told that our complaints would “go nowhere” and that Hilton would side with the staff regardless.

This entire experience was traumatizing. As a former Hilton employee, I held your brand to a higher standard—one built on professionalism, respect, and guest satisfaction. Instead, we were subjected to harassment, intimidation, and humiliation. We were left without accommodations during a busy holiday weekend, facing the stress of finding a last-minute hotel and with no assurance of a refund for the nights we did not stay.

To make matters worse, even simple guest services like obtaining clean towels became a hassle, as we were told we needed to bring down used towels to receive new ones, rather than receiving the standard in-room service. We were also moved between rooms and ultimately placed on the first floor, a downgrade from our original booking.

The emotional and psychological impact of this mistreatment cannot be understated. Being threatened, falsely accused, and laughed at for seeking help left us feeling completely powerless and disrespected. We were treated as if we were less than human—targeted, discriminated against, and denied basic dignity.

I am requesting: • A formal investigation into the behavior of Carina Dyce and involved staff. • A full refund for the nights not stayed due to the hostile environment. • A response from Hilton Corporate regarding how this situation will be addressed.

Thank you for your time and attention to this serious matter. I look forward to your prompt and...

A Disappointing Stay at Home2 Suites – Panama City Beach||If you’re considering staying at Home2 Suites in Panama City Beach, think twice unless you enjoy frustration wrapped in a sleek, modern facade. While the gym was truly excellent and the breakfast was surprisingly delicious, everything else about this hotel felt like a cash grab wrapped in a poorly thought-out “modern” concept.||The Nonsense of a “Cashless” Hotel|The hotel proudly touts its cashless system—except when it conveniently doesn’t apply. Want to pay for your stay? Card only. Need to buy snacks? Card only. But if you need to use the washer and dryer? Suddenly, cash is required. Oh, and it’s $6 per load, wash and dry. That’s outrageous. How does that make sense in a hotel pushing a completely digital experience? Either commit to the concept or don’t.||The backdoor keyless entry never worked the entire time I was there. The hotel staff tried to say I smoked in the room, I only smoke cigars ,and would NEVER DO IT in a fricking hotel. ||Customer Service? What’s That?|I wasn’t rude to the staff—not even a little. I calmly explained that I was a military veteran working remotely while waiting to move into my home. You’d think this would earn a little understanding or at least a minimal level of hospitality. Nope. I was met with indifference at best and dismissiveness at worst.||Room & Amenities – Not Worth the Price|The rooms? Mediocre at best. Functional but has nothing to justify the price.|Housekeeping? Barely present. Good luck getting fresh towels without asking multiple times.|The laundry room? Overpriced and outdated. A hotel catering to extended stays should not be gouging guests on necessities.|The Verdict|Would I stay here again? Not. It’s clear this hotel values policies over people, and the entire experience felt more like a series of nickel-and-dime schemes rather than genuine hospitality. The amazing gym and breakfast can’t make up for the rest of the nonsense.||⭐ 1.5/5 – Would...

This is one of the Hilton hotels you do not want to stay at, awful service, starting with the front desk. Here are some issues I had there

The lady at the front desk, did not wear any mask, even when next to her there is a big sign with big letters, asking all the people to use it, why they do not? If they do not want to comply with it, take the sign out of there, easy, do not make to feel to the guests they are taking care, I imagine the care they take in the rooms for cleaning, save some money not using stickers, signs and paper saying you are taking care on the pandemic. Please, do not lie.

Even when I made a reservation asking for an specific type of room, they gave me whatever they wanted, so what are the reservations for?

I called to the Hilton's 1-800 number, and the guy there told me that they could not do anything because my reservation was done by a travel agency so I have to deal with that, really??? I asked to talk to the manager and he/she did not come back to me either.

Then once in my room I turned the TV on to watch the news but.... NO TV SERVICE, so I called the front desk asking if I needed to push some buttons but they told me that they did not have that service at that time and they did not know when that will happen, that could take some long time. The funny thing is that the lobby had the TV service. 4 star hotel?

Next day early morning, the lady at the front desk had a dog over the desk, ON A HILTON HOTEL??? I'm not against dogs, and I do not think this is a pet friendly hotel either, but probably the owner of this property, does not know what is happening in the business.

I just went away from this hotel and will never come back again.

Long story short... ONE OF THE WORST CUSTOMER SERVICE IN A HOTEL I HAVE EVER...