Home2 Suites by Hilton Middletown — Hotel in Town of Wallkill

UPDATED to respond to owner:

We were told that afternoon it was an electrical fire so I was misinformed. I will amend.

As far as your accusation about why we came I told you from day one that we were up there to do ministry BECAUSE we have mold remediation and have chosen to do ministry here in Middletown. Speak to Heather as I was very clear about that. So you are clearly misinformed.

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We came to this hotel on Dec. 23rd because our house was discovered to have mold and needed to be remediated. We specifically chose it because we needed a kitchen since we were going to be there at least one month but more likely two. Upon arrival the place was ok. A little run down but overall it was fine. Then came the prank calls at night and people banging on our door at 4am, all of which we reported to the hotel staff. Then came the false fire alarms which required us to evacuate in freezing winter! The 3rd alarm we ignored because the first 2 were false. Of course this one wasn’t! 🤦‍♀️ Long story short, we were told that the sprinkler system flooded the elevators. We had to evacuate all our belongings and here’s the catch…in the dark! Turns out the hotel doesn’t have a generator! (I happened to meet a former employee who confirmed that!) So it took my husband and I 3.5 hours to pack up everything (with our cell phone flashlights!) and 20 trips up and down in a pitch black stairwell with NO HELP offered by the staff! We ended up having to go to a different chain because Hilton didn’t have another hotel in this town with a kitchen. It took 3 days before we heard from Heather, the Sales Manager, and not only did she NOT apologize for the incredible inconvenience we just went through but their idea of “compensating” for our trouble is to not charge us for the night we didn’t end up staying there! What?! What kind of compensation is that?! We had over 100 STAYS at a Hilton in 2021 and this is how you treat your most loyal customer?! I have already contacted Hilton Headquarters because of the lack of compensation for all our...

Let me start by saying this hotel is a hidden gold mine, I have been living in washingtonville NY for 7 years in have never notice this hotel in middletown NY I will never stay anywhere else but here. My Central air stop working 2 days ago on one of the hottest days 8/7/2022 my house was 95 degrees with a 4 year old very dangerous. I called 2 hotel in my area they didn't have anything at 6:30pm I came across this hotel on my Google search, I was so happy a young man by the name of Reggie answer the phone I explain my situation he told me there was 2 bed room available in I can have that he was so concerned with my frustration in finding a solution. I told Reggie i would be there in 1 hour. when I walked into the lobby I was greeted with a wonderful smile from Jada she was so pleasant and very soft spoken. Reggie came from the back area in greeted me in let me know I will be comfortable and have a room with great AC. Come to find out Reggie was the Manager I was taken back how nice he was because at times Manager can become to confined to a desk in do not know what's going on at front in of hotels, making sure customer are satisfied and feeling like every dollar spent is worth it is skill from a manager. I am also a Hilton member so that was a plus as well. The coffee was so fresh i had 2 cups i do not even drink hotel coffee the room was so clean in the space was very roomy with all the things you need in the room. These unprecedented time its hard to fine sensible level-headed and kind people. I appreciate Reggie and Jada making me feel comfortable when I was so uncomfortable and frustrated. Thank you Reggie you will go far with his company and in life, being kind doesn't...

I am writing this review for my husband because he is so distraught over what happened that he just wants to forget about it and never stay at a Home2Suites again. The manager had to work an extended shift and took her frustrations out on my family. They are a military family and booked online the day they were traveling. They were sent an email at 12:06 pm the day of arrival that stated they could only stay there and get the better rate if they were traveling on government orders. My husband was driving for 9 hours so he did not check his email. Upon arrival and learning that he did not get a military discount, he decided to stay one night and cancel the other night. The manager refused to let him stay and even said he was lying about being in the military. Of course he showed her his government ID. 28.5 years retired Navy and she treated him and my son terribly all because of a misunderstanding about a military discount. She embarrassed them and made them feel terrible because they thought they got a military discount for service. Most hotels do give a military discount, but I guess Home2Suites only gives one if you are traveling on government orders. They just stayed in a Home2Suites the weekend prior to this and it was a pleasant experience, but this one greeted them with hostility and anger. They refused to let them stay, and they still charged my credit card for the room. It saddens me that he spent his life in the military and because of a miscommunication on both parties, he was questioned about his service time and...