Home2 Suites by Hilton Sacramento at CSUS — Hotel in Sacramento

Extremely Disappointed and Frustrated with My Stay Unclean Room, Poor Customer Service, and Overcharged Would Not Recommend at ALL

I stayed at the Home2 Suites over the weekend for my best friend’s wedding, where I was the maid of honor. I checked in on Friday, quickly dropped off my things, and left to run errands for the wedding. Friday night we had a bridal party and didn’t return until 2 or 3 a.m. The next day was the wedding, and once I got back late that night, I finally had a chance to actually take in the room and I was disgusted.

The bathroom was dirty, the bed and pillows had hair and stains, and the shower had some kind of sticky, gross substance on the floor. It looked like boogers or something equally unpleasant. There were also pubic hairs and other hair all over the room. I took photos and videos of everything for proof.

I notified the front desk the next morning. They initially said they’d try to switch my room but later told me the hotel was fully booked. I had to leave quickly for the wedding, so I couldn’t push the issue at that time.

That night, when I returned again late, I used the towels provided and noticed what looked like ink stains on them as well. I took more photos and waited until Sunday to speak with someone at the front desk. Unfortunately, the staff member was busy with another guest, and I had a flight to catch, so I couldn’t wait.

Once I got home, I called the property, emailed them the photos (including period blood on the sheets, hair, dirty toilet, and more), and requested a refund. Instead of acknowledging how serious this was, they offered points not a refund. I told them that was unacceptable, but they refused to provide any monetary compensation.

This entire experience was unacceptable and extremely disappointing. I chose this hotel despite seeing mixed reviews because I wanted to give it a fair shot. Clearly, I made a mistake. The cleanliness was horrible, and the customer service was dismissive.

If you’re considering staying here, be warned: your room might not be clean, and the staff may not care enough to make it right

To make matters worse, my final bill was supposed to be $293, but I was charged $320. This overcharge is unacceptable, especially considering the poor experience I had. When I requested a refund, I was told they could only offer me points not an actual refund. I made it clear that I didn’t want points, I wanted my money back for a stay that was clearly below standard, and was met with refusal.

I rarely leave reviews, but after being dismissed and denied a refund, I felt it was important to share my experience. I gave this hotel a chance despite seeing mixed reviews, and I regret it. If you’re considering booking here, be aware that the cleanliness of the rooms and bathrooms is questionable, and the customer service experience especially when problems arise is even worse.

I will never be returning to this location, and I hope management seriously reevaluates how they handle guest complaints, especially when there is...

I recommend re-educating your reception staff about what the Hilton Honor member benefits are or update your Hilton app info. I asked the front desk person if I could get my complimentary bottle water with my Silver status. I was informed that's only offered at Gold status. Since I checked in virtually, using digital room card feature through my phone (worked flawlessly - thank you), this was my only interaction with the front desk staff. So not only was it incorrect, but at no point in time was there a welcoming smile or appreciation for my choice to stay there. Please note - I normally choose Bonvoy properties so this is a problem for you.

To future guests: The train tracks you see are for a light rail train, not a heavy or super noisy container hauling train. At least that's all I ever saw! I was never bothered by it and my room faced that direction. The neighborhood [naturally] has a lot of college students (refreshing), some homeless and is a little run down. The hotel itself seems brand new and I liked my room.

When I arrived, parking in front of the lobby, a man whom I gather is a transient living out of his car kept popping out of his car to talk to me across the berm. Thankfully he was very nice and didn't approach physically, but I gather since they kept the parking gate open my entire 2-nt stay, they're struggling to keep non-guests from populating spaces. Also interesting because they charged me for parking (during virtual check-in, looked as if you might not be able to park car otherwise), never took my license plate, and never had me scan to get in parking lot since gates were lifted. When you enter the hotel, during certain parts of the day they do require a hotel key to enter unless they can see you're checking in. Make note - they did not require a hotel key scanned to get up to the floor of your room once in the lobby.

I enjoyed the convenient location to customers and the full sized fridge, freezer, microwave and basic kitchen utensils. Trader Joes was not far (by car) and I drove to Raley's in another nice neighborhood. Between the two I got pre-cut fruit, creamer, frozen meals and other items for the same price of eating out one night at a nearby restaurant. This made for healthier meals than my restaurant experiences and I could stay working or relaxing in the hotel after a long day. I easily removed the bottom fridge drawer (temporarily) and fit an entire flat of bottled waters that cost me very little. As someone that travels weekly for their job, often times bringing breakfast items to customers for early meetings the next day - conveniences like this with quality stores nearby make a...

Lobby/Common Area The Lobby is large and encompasses the dining area. The area is brightly lit. There is 24hr coffee available.

Hallways are really clean.  Did not notice any large debris. The inner double doors going to the outside dining area do not open when you use your door card for access.  One guest said it was not working Saturday morning and this is Sunday morning .

Outside perimeter Active security patrol.  Very friendly, professional.  I did not see the patrol Sunday morning.

There are cameras both outside and inside for added safety.

Door card is needed to enter hotel interior at all times.

The pool area is clean and well maintained.

There is an outdoor shaded patio with 2 gas grills.

The parking lot and surrounding areas are pretty clean.  No noticeable areas of trash. 3 Autel EV charging stations in the parking lot.

Staff Front Desk Staff Jessica at check in was a super star.  She had everything ready to go.  Greeted me great eye contact and really personable.  She made sure the sofa bed had proper linens.

The NA was hardly at the front desk when I was eating breakfast.

The AM FDA was observed to be helpful and greeted guests.

Housekeeping Staff No encounter

Food Staff Does not initiate greetings.  She was wiping down tables after guests.  Dining area is clean.

Shuttle Driver NA

Room 317 Housekeeping missed the trash behind the TV (see photo).  Room was well dusted... all checked services clear of dust. Large room with full size fridge and microwave.  Service for 6 available.

Food There is a waffle maker and an assortment of various breakfast sandwiches and omelets you can select from.

Not great, but warm and filling.

The do have Almond Milk as an alternative.

There is outdoor dining available with a fire place.

Gym/Pool There is an outdoor pool... entrance is by the elevators. The Fitness Center is by the front doors.

Guest Laundry Guest Laundry is located inside the Fitness Center on the ground floor by the front entrance.  $2.50 to wash each load.  $2.50 to dry.  Did not need to do a load on this trip so do not know the load times. 3 washer/dryers

Ice maker At the of each floor close to the elevator

Guest Elevators2 Guest Elevators located near the front entrance.  Elevator lobbies are spacious.

WiFi Connection is consistent and reliable.  I can connect in the parking lot...