Home2 Suites by Hilton Towson — Hotel in Towson

To Whom It May Concern,

I am currently staying at the Hilton located at 21 W Susquehanna Ave, Towson, Maryland. I’ve been here for nearly a month due to being displaced from my home following a fire. As a loyal guest who frequently travels with my children and has stayed at numerous hotels—including Hilton properties—I am writing to express my deep dissatisfaction with the treatment I’ve received at this location.

From the start, there has been a pattern of unpleasant, uncomfortable, and at times outright disrespectful behavior, particularly from a staff member in the kitchen area who I believe goes by the name Eddie. He is a short Hispanic male, and his conduct has made my stay extremely uncomfortable.

When my children were making food at breakfast one morning, he stood nearby and stared at them with visible disdain. He even shook his head at one point, clearly expressing disapproval. At the time, he likely did not know I was their mother, but regardless, no child or guest should be made to feel judged or unwelcome in a hotel space.

This wasn’t an isolated incident. Since then, I’ve observed this employee speak kindly to other guests—particularly those of different skin tones—while completely ignoring me and my family. He never greets us. He often gives cold, dismissive looks. Today, I called down for clean sheets after housekeeping removed the old ones but failed to replace them. Eddie brought them to the room, but when one of the sheets slipped from the bundle, onto the floor, he looked directly at me and walked away without a word. It was incredibly rude and unnecessary.

What deeply disturbed me even more was a conversation I had with a local agent who works nearby. As I began sharing my concerns about the man in the kitchen, she immediately knew who I was talking about. She stopped me and described him without me even giving details. She then shared that he had made inappropriate or strange remarks in the past—possibly involving children—and added that his energy and behavior toward people of color was “disgusting.” Her words confirmed everything I had already experienced firsthand. This isn’t just my personal impression—others have observed the same behavior from this employee.

There was also a moment when I was using the pancake machine and, following instructions I had seen another employee demonstrate, I tilted the container to help pour some of the mix out. Eddie came over and snatched the pot from my hand, saying “Don’t do that.” I responded firmly, “Don’t snatch from me. Another employee told me it was fine, and she’s done it herself.” His tone and behavior were unnecessarily aggressive and unprofessional.

In addition to this specific issue, housekeeping services have been extremely inconsistent. They skip days, and even when they do show up, it often feels rushed or incomplete. This only added to my frustration during what was already a stressful period in my life.

I’ve had a few positive encounters with other staff members who were kind and welcoming, but the consistent negative energy and unacceptable conduct coming from this particular employee—and the lack of urgency from housekeeping—have ruined my experience. I will not be staying at this location again, and I would not recommend it to others, especially families or people of color who may be subjected to similar treatment.

I sincerely hope Hilton Corporate looks into this matter, particularly the conduct of this employee, and takes steps to ensure a more respectful, inclusive, and professional environment...

I normally do not write reviews unless the service is exceptional. However I am writing this review as a result of an incident that was completely the opposite of exceptional. On 11/25/2024 my son who is a sophomore at the University of Towson had an program in which he successfully competed the test of becoming an a member of the Kappa Alpha Psi fraternity. My husband and I wanted to make sure that he had a wonderful experience and as a result we rented out two rooms at the Home2 suites. One room for my son and his friends and one for myself and my husband. After my husband showered, the two of us went off to my sons engagement. A few hours later we returned a head of the boys except one. Later on the rest of the young men arrived. Our rooms were back to back and I could hear the boys movement if at any point it became out of line. My husband and I were watching a movie and I heard a door that kept opening and closing. I went to the door and it was a Caucasian girl that was only in her T-shirt and looking out the door. I summoned my husband to come to the door to look because He is a police officer and would understand the situation much faster than me. He said don’t worry about it. So we proceeded to watch our movie. With in 15 minutes their was 9 police cars outside of the hotel and they had knocked on our boys door stating there was a complaint that loud music was being played and they were fighting. We raised our boys to know how to behave in this world and how they are prejudged and to carry themselves accordingly. There was NO loud music and No fighting. The police arrived and informed us that we had to leave and that the front desk staff stated that she received four calls of complaints, which currently is being investigated. I asked the officers did they hear anything when they approached the floor and they said no. So I am confused if the officers did not hear fighting and music how is it that this Karen heard it. I am a mom that would have been the first to approach the boys if they were playing loud music or out of line.

The front desk staff was aware that my husband had rented two rooms under his name. Kayla never bothered to call either of the rooms and ask them to hold the noise down. She simply called the police because of A call. Let me not fail to mention that she was rude to my husband earlier that day when he asked her a questions. We literally had to drive 1.5 hours home in several hours with our boys who were extremely exhausted and tired and put our lives on the line as a result of an extremely unprofessionally, immature, unaware individual who should have never been allowed to decide the fait of individual lives. She never called us, asked any questions or made any statements. She simply smiled as we were escorted out. I will say the police officers did try to plead with her because they understood what was happening as well as they did not experience what she professed. To say the least. We would like her to be terminated. I have many friends who I am going to ask to revoke their Hilton Honors if nothing is done and we intend to proceed further with a discrimination case. That could have been any of us. If you disagree with discrimination please protest this hotel. Do not support the ignorance. As of yet management has not bothered to reach out to my husband. Poor management equate...

I recently had the privilege of experiencing a truly exceptional stay at the brand new Home2 Suites by Hilton Towson, and I am eager to share my wonderful experience. From the moment I stepped foot into this immaculate establishment, I knew I was in for something special.

Cleanliness is a top priority for me when selecting accommodations, and Home2 Suites by Hilton Towson did not disappoint. Every corner of the hotel exuded a sense of freshness and attention to detail that truly impressed me. The newness of the establishment was evident in every aspect, from the modern decor to the spotless rooms.

A standout highlight of my stay was the remarkable service provided by the manager, Sherry. Her warm and welcoming demeanor made me feel like an honored guest throughout my time there. Despite her undoubtedly busy schedule, Sherry always made an effort to stop and greet us with a genuine smile. Her kindness and empathy were truly heartwarming and showcased her exceptional leadership qualities.

Traveling with my family and our service dog, I was particularly appreciative of the accommodations made by the staff. The front desk personnel were not only professional but also incredibly friendly, making us feel like we were not in a hotel, but rather in the comfort of our own home. Their attentiveness and understanding towards our needs were truly remarkable and added an extra layer of enjoyment to our stay.

Home2 Suites by Hilton Towson truly lives up to its promise of a home away from home. The combination of the brand new facility, the impeccable cleanliness, and the outstanding staff make this hotel a standout choice for anyone seeking a comfortable and enjoyable stay. Whether you're traveling with family, friends, or even a furry companion, this hotel's commitment to excellence is evident in every aspect of the experience.

In conclusion, my stay at Home2 Suites by Hilton Towson exceeded all expectations. The remarkable service provided by Sherry and her team, the pristine cleanliness, and the friendly atmosphere made this a memorable and enjoyable stay. I wholeheartedly recommend this hotel to anyone seeking a top-notch hospitality experience, and I can't wait to return for another stay...