Home2 Suites by Hilton Las Vegas I-215 Curve — Hotel in Spring Valley

TLDR: property was conveniently located and rooms were big and clean. Staff was not accommodating, and the impact of their lacking customer service will affect the larger Hilton brand for this customer.

Full review:

I am a Hilton Gold member through the benefits of my Amex platinum card. As a travel card, it’s great to receive status at Hilton as one of the perks. Amex provides more points when booking hotels directly in their travel portal, so it makes sense that I would want to book my hotel stay using their portal.

In December 2023, my spouse and I did just this, using Amex to book our hotel, a Curio Collection product line of the Hilton brand. The hotel was great, and made better by the amazing staff. Booking through the Amex travel portal meant we earned points to our card AND we also received points to my Hilton membership. A win win!

When my relative came to visit in February 2024, I looked at Hilton properties first because we enjoyed our most recent experience, and we booked this property, again through the Amex travel portal. When I arrived to check-in, the rude front desk staff member told me I would not be receiving points for my stay because it was booked through Expedia. I informed her that I booked through their brand partner Amex, but she would not relent. Despite seeing and showing me that I paid with an Amex and that it was booked on Amex travel (literally says “Amex Travel” under the booking detail), she continued to dismissively put her foot down about my not receiving points because of how I chose to book my travel (called Amex, and apparently their travel portal is powered by Expedia - also the Amex agent said she has never heard of anything like this happening at a hotel).

The manager is called and she also doesn’t seem to care to be accommodating. According to the Amex agent I spoke with about this, who also called the property to get more information, it is up to the property’s discretion on whether they want to award points for your stay or not. This property apparently opted that my booking through Amex travel was a hard stop “No” for my points.

I know it might sound silly to gripe over a few thousand points, but the gripe exists because I was looking to start building brand loyalty which was naturally directed towards Hilton because my Amex card granted me status with this brand and I enjoyed my recent experience with a different product line of the brand. The news that I wouldn’t receive the points was shocking, but the way the staff were rude and dismissive was what never sat right with me in the interaction. I especially didn’t appreciate that in attempting to show me what their system displayed, they ignored the other pieces of information in their system that confirmed how I booked the reservation.

All in all, the room was nice, property was conveniently located, and the common areas and rooms were well-kept for the new property. Based on the property alone, I’d recommend someone to stay here because they avoid high hotel fees from staying at the nearby Durango Casino Resort.

Sadly, I don’t think I will be looking to become a Hilton brand loyalist anytime soon or ever. I have a trip coming up in April where options were Hilton or Hyatt. I am not even a Hyatt member and receive no status through Amex for them, yet we opted to stay at the Hyatt option instead. One bad experience with a property/product line, and they likely lost loyal customers over a few...

I’m sitting here up at 12:41 AM in my room because of the inconsiderate behavior of the fools above me! It started with banging feet running around the room as if they were outside on the lawn tumbling around and playing soccer ⚽️ I couldn’t believe it!! Next door heard it too. I called for 25 min. Gia finally answered. Yes, I was annoyed but you got nobody there to address issues? She tells me I was on the phone, huh? Yes, I was on the phone trying to reach y'all, instead, the guest room # sent me out of the hotel location. I said I had a noise complaint and as I was explaining to her what was happening. Immediately, no apologies. Yes, I know who you are. I need you to go talk to these ppl. Well, we're busy, and the system is down. It's only 5 floors and the elevator is right there but ok. Can u call them? Yes, I'll ASK them if they can quiet down, I said ask them. Are you not going to tell them that there's a noise complaint? Finally, like I guess can do that, OK, thank u! Jeez!! Negative experience #1. It quiets down for about 20 min. & starts again. I call again. They're starting up again. I said I can not do this all night we have work & I have meetings (via phone). We need our rest. I asked Gia, did she call and she said there was not much she could do. I told her to call them again or just go knock on the door. Once again I'm thinking (The elevator is just a few feet away from the front desk & it's only 5 floors)! She tells me that I could move you but there's no room. I said why would you suggest moving me when you know I've been here for a long stay? She said well that's our policy but what’s your policy on ppl disturbing the rest of other ppl the way she talked to me was like I was bothering and annoying her! Before I knew she was going back & forth with me. I told her I was the one with the complaint calling you! Why are you talking to me like this!! I don't need to have a problem with you when I'm calling about a problem with them. Her suggestions and attitudes just made our stay the worse. This happened before and I told her Cam went up to the other room because they wouldn't stop. The manager Jordon was apologetic I was told. She tried to explain why that can't happen tonight. And I expect to hear noises I say, and someone may hear me but I have respect for others to not act like a fool. As I'm talking she's telling me I'm being condescending. I'm complaining about a serious inconvenience, and you're talking to me as if I'm keeping you from doing your job (with noise complaints being one of them) cause there's nothing she's willing to do about it. Unbelievable! I told her I guess I'll be calling you all night but I'm going to complain about this. She says you can complain if you want to as she is talking over me, once again! ok, have a good night with all the condescending, passive aggression that she could...

Second time I've stayed in this location. Two years ago, online check-in worked but gave me a non-accessible room, so I had to go to the desk that I was supposed to avoid using online check-in. After that, the hotel services, e.g., internet access, were keyed to my original room number.||This time, the room type was correct, but the "digital key" only worked on the outer doors, not my room, so back to the check-in desk for actual keys.||Because I needed an accessible room,. I ended up with two queen beds instead of the king I wanted. The clock was 8 hours off and the time could not be set without taking it apart. I don't carry a tiny screwdriver with me and, apparently, there was only one person on staff who could set the clocks and he or she was not on that day. A clock that's 8 hours off is worse than no clock. The 3/4 size refrigerator was swell, except whoever installed it had not set up the shelves. So the two glass shelves were an inch apart, and the refrigerator door would not open enough to remove them to install them correctly. That's Hilton!||This masquerades as a"hotel" of sorts, that is, higher prices. Fitness center is pretty good. Pool is small but heated (outdoor). The breakfast is self-serve Jimmy Dean breakfast sandwiches, yogurt, cereal, the usual. Better bread to toast than, say, La Quinta or Holiday Inn.||There is no bar or restaurant. The staff are nice. I was initially charged too much and then received a couple of further "pending" charges that I was assured would fall off. We're talking about $300 more than the actual bill, which is a lot higher than the $50 per day temporary charges in case of room damage or "incidental" that their spokesperson offered as the reason for "pending" charges. Question: is there a float on this money that Hilton keeps for these...