Home2 Suites by Hilton Pompano Beach Pier — Hotel in Pompano Beach

I wish I could rate higher for service as Joel at the rooftop bar was awesome and the front desk was kind. The nighttime girl on the 23rd was kind but the personality and helpfulness of a house plant. You had to flat out ask for something to receive it…but the guys were nice and helpful. The housekeeping is disgusting. We checked in 3/23 for a week stay in room 238z. It was so bad - the room, we were out and renting an Airbnb the next morning. First of all, I asked for a room that was right next to the pool because I have an 80-year-old woman traveling with me and I didn’t want her to walk far. So we gave up our ocean Butte room for a room close to the pool, however The room was on the same level as the pool but three hallways away. So that didn’t help us at all. However, I was not going to leave because of that. All the rooms were booked so we were stuck with the room that we were in. No problem it’s a great location , in regards to everything else surrounding it. Our room was filthy. My daughter had the pullout couch and the mattress was full of black things and bloodstains. See the photos. Then there were bugs on the ceiling that were falling on the 80-year-old mother-in-law. None of the sheets were changed. You could see it by the condition they were in. They look slept in, so I had to go down to the front desk because there is no housekeeping overnight. I had to get to Sets of sheets and change them myself. My daughter was now going to sleep on the bed with me because I was not going to let her sleep on a bloodstained mattress even with sheets on it. But then we noticed that there was stuck on stuff on the floor. I don’t know what it was whether it was food or poop. The bath tub was filthy, and there were Gross marks all over the dishwasher. I don’t think it was ever wiped down. We slept on top of towels over the sheets because we were so disgusted. I couldn’t even shower but I felt like I needed a shower. The next morning I started searching because all the hotels were booked and now I am in a motel that is super clean. I’ve never in my life left a hotel because it was filthy - and I travel a lot. But this was so bad there is no fixing it, even if somebody came in and cleaned. The damage was already done I was sick to my stomach and it killed the day of my trip. It’s really a shame because the rooftop bar is wonderful. the location is fabulous. This is a newer hotel, so it should not be like this, and it was not what I expected especially from Hilton , somebody told me this must be a franchise I don’t know. The house keeping manager (Maria or Christina) was supposed to come to our room at 10am but never did. The girl that supposedly did clean must have gotten word that we were leaving and claimed “I cleaned this room and scrubbed the floor.” Even as I pointed out the chunks of whateve on the floor, she maintained her stance on what a great cleaner she is. This housekeeping staff is a severe liability to the integrity and success of this hotel. They did the right thing and refunded me without an argument. They had no choice really, but could have made me make a few phones calls to make it happen. This killed one day of my vacation having to move. ...

We stayed here for several days. If you’re looking for location without the crazy crowds of Fort Lauderdale this is the place I would recommend. The price plus views are unbeatable for southeast Florida.

Pros: Location, easy beach access, lots of food options, and although parking is 24 dollars it’s super convenient to use.

Cons: I am between a 3 and 4 for this review, so I would probably give it a 3.5. The reason for this are as follows:

Sink and kitchen drawers did not appear to be cleaned. There was a rotting banana slice in a drawer when we checked in. I left the drawer open for room service to see. When we came back to the room the drawer was closed and the slice was still there. Ended up cleaning it up myself. Not a big deal, but still when you spend a good amount of money you expect cleanliness.

The room had an odor to it. I could not figure it out the first two nights as it only occurred when laying in bed. I found the root of the problem which was smelly pillows. That was very gross. This was the first time I ever bought fabric spray and disinfectant wipes to a hotel. The hotel was very accommodating and swapped the pillows, but still not a good impression for cleanliness.

Bathroom in hotel was very difficult to close. I brought this up to them on checkout so hoping it’s resolved

AC thermostat on wall did not work. I’m not sure if that’s intended or not as I was able to control the ac unit from the unit itself

Windows to the balcony not cleaned, so it was dirty/streaky when the sun hit it. Again cleanliness

The hallways in the hotel are so humid. No musty smell or anything like that, but it should probably be less humid than what it is. It’s Florida though so maybe that’s normal?

Overall we enjoyed our stay. My biggest complaint is the cleanliness. This is something so easy and should be fixed. The staff was very friendly and went out of their way to make it a good stay which it was.

Also while I’m typing this up I recommend anyone to use the circuit ride share. Very fun and free (you can tip if you want). Doesn’t take you everywhere, but still really nice to have. I also recommend gumbo limbo in Boca Raton. A great place to get educated on turtles among other animals.

Below are my personal recommendations for food

Mora has a great lunch special and is within walking distance

If you’re looking for thin slice pizza I recommend Phil’s Heavenly Pizza, which is down a few blocks on Atlantic. You can walk, but it can be a hike. Great lunch special for pizza too

If you’re looking for German restaurant Old München on Atlantic is the place to go. Parking is limited here so good luck

Flanigans. A staple honestly one of my favorite restaurants. The one in Pompano is great (also on Atlantic), but I recommend the Deerfield beach one as they have a nicer outdoor eating area. Do note you’ll have to pay for parking for Deerfield Beach

Look no further than razzleberry for ice cream. It’s walking distance and delicious. They have a vegan ice cream too

If you’re looking for a great fish dinner or chicken. My...

Updating after following up with Hilton per the below comment. In short they managed to do even worse. The automated email indicated that it could take up to three business days to receive a reply. After waiting over two weeks I followed up and received a reply that "the hotel have acknowledged your concern and apologize for the inconveniences." This rings hollow when their system isn't setup to send that out automatically so it's only shared upon request. I'm not sure what I should be expecting from a brand like Hilton though this feels bad for a brand that likes to portray itself as upscale. I'll be looking elsewhere for all future lodging needs as the larger organization has issues that appear to be cultural at this point.

To be clear I wasn't looking for an apology or credit or anything like that. Just an acknowledgement that there was a gap and that they are looking at updating their training or communication procedures to better clarify how requests are handled. The above response managed to expose more issues without resolving any. There is a Seinfeld bit that, slightly adjusted, describes our stay: anyone can take a request, the important thing is the honoring of the request. The day before our stay we called the direct number listed for this property online to confirm if a pretty late checkout was available due to a late cross-country flight and were assured that it was. We then booked connecting rooms for us and our elementary age children to have adequate space and it seemed like this would be one less thing to worry about generally. It turns out that call went to a call center and Hilton interprets these requests more like suggestions rather than something that determines whether or not a reservation is made. There is a different definition of late checkout at the hotel and while it was kindly provided the only way to get the time we asked about initially would require a full additional night's charge. The connecting rooms was yet another fiasco as our kids were originally slated to be on a different floor and the first attempt to address it had them down the hall - it's unclear what Hilton's policy is for young children having their own room but this seems irresponsible at best and is against the policy of other hotel chains - while this was resolved by downgrading rooms that's 15 minutes I won't get back.

This whole experience has been shaped by a mismatch in what someone on the phone said was possible and what the hotel staff is actually able to accommodate. I sincerely hope that Hilton takes the time to enhance their training and policies so there is alignment between the words that are said and the experience that actually happens. This ordeal, in the midst of a funeral, was so easily preventable and leaves me skeptical of booking with any Hilton property...