Home2 Suites by Hilton Stillwater — Hotel in Stillwater

A Tale of Two Hotels

I travel every week for work, and have therefore earned Diamond status with Hilton hotels. I used to lean towards Marriott, but have since changed for the perks and the app. One of the Diamond benefits is that if upgrades are available, the hotel will gift a better room with no upcharge. Typically, the hotel will see that I am Diamond before I even arrive and will have upgraded me. It's just a nice way to feel appreciated on the road.

Today, I booked the Home2Suites in Stillwater. The front desk sent me a message in the app to welcome me. There was no mention of an upgrade, so I just replied with the ask, "do you have any Diamond upgrades?" When I didn't hear back, I called, as I still had hours prior to arrival. The front desk girl didn't really understand what I was talking about, so I explained to her, figuring she was new. She then upgraded me to a King mobility. I had been in a queen.

Then I noticed that there was a $50 upcharge on the "my stay" part of the app. So I asked about it in the message, but again didn't hear back.

Upon arrival, the girl I had spoken to on the phone was there. I asked if she upcharged me, thinking maybe it was just reflecting a deposit. She said she did. So then she called someone to try to clarify. The person on the other end of the line said they didn't have upgrades that night. Hm. This was 915p that I was standing at the desk and the hotel was not full. Plus, I literally had an upgrade. I don't expect one at all, but to give me one, then tell me none are available is just bad business. She then said that they only have seven kings in the hotel and that someone else was trying to book one right then. I questioned that, because how? Then I said that was a lie, and honestly, was insulted that this was the excuse given. So I canceled my reservation. I wouldn't have even minded the queen, but it was the point of being treated like I'm ignorant.

The area was kind of shady, too - sandwiched between fast food establishments.

So I rebooked at the Hampton Inn Stillwater West. Ten minutes later, I arrived. The app hadn't updated with a check-in prompt, so I went to reception. She asked for an id. When I asked if they happened to have any Diamond upgrades, she said, "oh, I already gave you a King suite." Ladies and Gentlemen, THAT is how you treat your...

We purchased rooms for homecoming weekend in Stillwater, OK when we showed up with our confirmation numbers the front desk here said there are no rooms. We asked to talk to the manager and she had to be asked by 3 different people to come talk to us before she came out of her office 20 minutes later. Her name was Michelle, she told us she had given our rooms away. She said she had offered to pay for us to stay an hour away when she spoke with the friend that booked the rooms but and that was a complete lie. I asked her what happened to our rooms and she said ESPN needed more rooms so she cancelled ours. We are 300 miles from home with 3 kids here for their first football game. Needless to say this didn’t sit well with us. She again claimed she offered to put us up in a room an hour away. She did offer the room but also gave us the rate for those rooms. Did the situation and her repeated lies and her nasty attitude irritate us? Yes? Did my husband tell her rooms an hour away “did us no f’ing good” yes? Michelle was unapologetic, rude, dismissive and completely unprofessional this was one of the most awful experiences in customer service I’ve ever had. We drove 4 hours to get here, spent $2K on football tickets and had 3 kids sitting there worried that their first homecoming was going to end early with a drive back home. Needless to say emotions were high. Michelle decided she would tell us that there was nothing she could do for us and we needed to leave. I pulled my phone out to take her picture and she walks over and grabs the front desk girl and says very sarcastically, “come on take all the pictures you want as I call the cops.” We left and I told her I’d never give my business to Hilton again. Her response was, “Good we don’t want it.”

In addition to this there was another group in the lobby that had checked in last night with a block of 19 rooms and woke this morning to find out Michelle had canceled 16 or their rooms for the rest of their stay. She told them they had Heisman trophy winners to accommodate.

I’ve always liked Home2Suites and have stayed at many locations a number of times for business and pleasure. After today we will never...

Was here for a weeklong work trip, in that time I had three different rooms! First room, arrived late that evening and there were all kinds of terrible/unknown stains on the couch and desk chair. It also smelt funny, like wet dog and body Oder.

Moved to second room where coach was ok, but it was clear someone had slept in the bed and all housekeeping did was remake it without changing sheets. You could also hear shower drop about every 1-2 seconds hitting the metal shower pan, even with a towel on the ground you could still hear the dripping. Was too tired to go back to the front desk so just suffered thru the night. On my way out in the morning I requested the sheets be changed and mx fix the leaking shower head. When I came back that afternoon, sheets weren’t changed, just remade, and shower was still dripping. There’s also no soap in these rooms either, or small towels for some reason. Anyways, went back to the front desk the the same employee was very apologetic from the night before, offered a new room. Advised her if it’s if it’s dirty like the 1st room I’d make do with the dripping and just have the sheets changed. She then went to inspect the new room before giving it so me. She assured me the room was clean.

3rd room, to her point, the room was much cleaner with new clean sheets. Only thing with this new room was the showers wouldn’t drain and you are literally standing in your own dirty water when showering. I just stuck with this room til checkout and notified the staff as was thinking this is as good as it gets.

Literally can’t make this kind of stuff up. Granted this is a college town, but this is by far the worst Hilton property I’ve every stayed at. At this point I’ll prolly give up my gold status and move to Marriott for future stays as you can notice a decline at all their properties.

In any case, don’t stay here! If you’re a Hilton person, there a Hampton inn...