Home2 Suites by Hilton Temecula — Hotel in Temecula

The professionalism and hospitality while staying at this hotel definitely disregard that its in a good location and the rooms are quite nice. My room is located next to the front desk. I contacted the front desk before leaving the room to advise I would like to extend for another night. I was directed by a young lady name Cayden or Kayla stated ok come to the front desk. I come to the front desk immediately after to retrieve my key. I introduce myself and was told “I can’t give you a key with a ID”. I stated but you told me to come to front desk. She responded “Doesnt matter still need a ID. When asked for a supervisor she stated,”. I am the supervisor”I walked back to retrieve my ID. When I returned the Gentlemen asked how can I help you? When I asked for the young lady I was speaking to manager. He introduced himself as the General Manager and asked “What seems to be the problem”. I advised him of the situation. He stated “ Sorry thats corporate policy”. I advised him Im ok with corporate policy but the hospitality and approach of the situation can simple handle with “ I do apologize it is corporate policy but can please give us a Id or anything way to show some level of professional. He apologized and stated he would talk to the Kayla. As he walks into his office I hear a bit of laughing. Although I will speculate what the laughter was about I did not feel my concern of the lack there of professionalism was heard. Its not what you ask its how you ask. I would definitely advise if you do have a bad experience at the hospital make sure to write a review and call corporate office for complaints. We are not staying at a hotel for free and service is the uptmost of importance.

Just read the response the manager. As I appreciate you addressing this review. It was not the policy as stated during our conversation. It was the professionalism and the delivery of your Assistant Manager who never once stated it was protocol. The issue again was not “Upset because I had to get my ID” It was very upsetting to express how I was spoken to without explanation by Kayla . After speaking with you and hearing laughter right after our conversation was very discerning. Had another interaction with Kayla regarding the smoke alarm which again was not pleasant or hospitable. I wish more time is spent honoring Hilton members and being more hospitable which would prevent needing to apologize. Let also make sure I state I am a minority family and as some of your reviews I wish I read seems there is a pattern of mistreatment. Kayla also made sure to personally enter our room as she stated to leave a spoke detector notice and didn’t invade anyone else privacy as she personally stated. Having housekeeping in our room is appropriate but for a front desk who we recently had a issue concerning professionalism enter our room to leave a smoke detector notice is quite suspicious. I will be reporting these interactions further...

Review of Hilton Home2 Suites – Temecula, California

Address: 28400 Rancho California Rd, Temecula, CA 93590

Rating: (0 out of 5)

My husband and I had an extremely distressing and unacceptable experience at this hotel. He flew in from Texas to attend a wedding, and we returned to our room around 10:30 PM, expecting a peaceful night of rest. Instead, we were shocked and horrified to find large ants and other insects crawling across our mattress which I took videos of. Had we not checked, we would have unknowingly slept in that condition.

We immediately contacted the front desk and spoke with Elisiya, who sent two workers to change the bedding and another to spray ant repellent. Once the sheets were removed, we were even more disgusted to find large brown and yellow stains covering the mattress. It was clear this room should never have been assigned to a guest. We then checked the pullout sofa mattress and found ants crawling on that as well. One of the workers suggested we stay at another hotel as this room was not up to standard.

We asked Elisiya if we could be moved to another room, but she informed us the hotel was fully booked. We asked to escalate the matter to a manager, but there was no manager on duty. Elisiya stated she could not book us a room at another hotel because she had never done it before and needed managerial authorization. I asked why she couldn’t get verbal or email authorization from the manager or contact corporate, especially considering we were given a room that was both unhygienic and unsafe.

Despite the severity of the situation, we were left to fend for ourselves. At nearly midnight, exhausted from the wedding and facing an early flight, we had to drive around unfamiliar areas in the dark trying to find a hotel on our own. Elisiya and another staff member told us that we would be reimbursed for our stay elsewhere and refunded for our Home2 Suites reservation, but no one took immediate responsibility to help us through that process.

No apology was offered. Not even a complimentary drink, snack, or gesture of goodwill was extended for the extreme inconvenience and distress caused. This experience completely ruined our trip. I feel absolutely awful knowing I have spent thousands of dollars at this hotel over the years, only to be treated this way when it mattered most.

I expect my situation to be rectified and for Hilton to take full accountability of the promises made to my husband and I. No guest should ever be put through something like this. I will be sharing this traumatic experience with my family and friends so they know to avoid this hotel entirely. The lack of professionalism, cleanliness, and basic customer care was truly appalling. I expected better from Hilton Hotels and I expect an outcome that will satisfy the suffering and inconvenience caused for what should have been a simple...

The rooms are spacious. I say rooms because the first night here we had to move rooms at 11pm due to ants crawling on us in the bed- we have pictures of them on the toilet as well as the side tables and counters throughout the room. No one apologized for the inconvenience that night and there was no manager on duty that night. I sense prejudice here. In the morning my husband went to speak with the manager. The manager was very unkind and belittling when addressed. Even though I was not present when my husband initially spoke to her- she did use a condescneding tone and never apologized for the way in which she spoke to him. I did ask her for clarification if there were any issues here as I spoke with her on the way out of the hotel. She proceeded to share there was no issue yet used blaminng language stating tbat my husband did not tell her what the issue was right away- which was not true as he went to speak to her solely due to being bitten by ants the night before. I'm not sure why the treatment was this way from the manager- very unfortunate. They can do better. Again, a simple I am sorry for your inconveniences would have been wonderful, however poor training and poor customer service is what we received. My husband's bites were swollen and uncomfortable as he had a reaction to the large ants in the room. We told Expedia and they were able to help us cancel the rooms- we only received a 10 percent discount even though we were extremely inconvenienced and bitten the first few hours arriving to the hotel. We found another hotel to stay and it was much more pleasant and clean than this one. All staff were friendly and kind and the new hotel. I see the manager has responded and stated an apology- this is the first apology we have heard thus far. We were not comfortable staying here not due to the ants- rather the uncomfortable environment created by this specific manager. Thanks for responding...