Home2 Suites by Hilton Tucson Airport — Hotel in Tucson

QUESTION FOT GENERAL MANAGER JUANITA: IS IT HOTEL POLICY FOR STAFF MEMBERS TO PROFILE AND SINGLE OUT PAYING GUESTS AND HARASS THEM FOR IDENTIFICATION AND THEN THREATEN TO CALL THE POLICE?

Changing my sterling review following a very ugly encounter with staff member Ruben on my 9th and final day here.

I've never been so embarrased like this in my life. I'm a proud diamond member and travel about 200 days a year and Hilton employees are some of the best in the business.

However, Ruben is the one in a million employee who stains the Hilton brand name. He has the swagger of a mall cop with nothing to do but harass paying guests.

He has no business being in the hospitality industry and I have contacted the upper echelon of Hilton management to make ensure other paying guests are not bullied by this employees tactics. I am sure this is not his first time but I do hope Hilton management makes it his last time. No one deserves this type of treatment.

Here is what happened:

I returned to the hotel at 945am to get breakfast. after starting my day at 5am. I set my backpack, secondary bag, and rolling case by a table, grabbed some oatmeal, and then was immediately accosted by Ruben who wanted to see my ID and room number.

I asked if he is asking everyone who is in the breakfast area for their ID and he said he was asking me because I had luggage.

His convoluted reasoning is that I had luggage and therefore must be treated with suspicion as I might be stealing their oatmeal. He then insisted I provide my ID or else he would call the police.

My question to the owner is: Who in their right mind drives to this part of town, grabs all their luggage out of their vehicle, and proceeds to sneak into the lobby all so they can get a free bowl of oatmeal?

Ruben also then said he wants to see my credit card when I made a joke about what other documents I need to prove I am a paying guest.

Told him I was going to contact Juanita (the general manager) and he claimed he was the manager and then in a mocking voice said, "Oh, you're going to call the manager" as if he was untouchable or had done this before and not suffered an consequences.

Worst part is he didn't even have the decency to even apologize to my face after I showed him my ID, told him my room number, and he verified I was a paying guest on the hotel computer.

I was going to extend my stay for a tenth day at this hotel but checking out and taking my business elsewhere. Thankfully this kind of incident has not happened in more than 20 years of travel. This was a traumatic experience and I pray no one else is subjected to this bully.

My stay before this incident was excellent and I have run into most of the employees here so I am not just some guy who showed up out of the blue one day with luggage and an appetite for oatmeal.

The world needs more Sabrinas(see below) and less Rubens.

THIS WAS MY PREVIOUS REVIEW: Note to manager: I travel most of the year and people like Sabrina at the front desk make all the difference. She is an absolute gem and made my time away from home and family a little easier. I hope I run into more “Sabrinas” in my travels as she has set the bar! Also the hotel is spotless and the beds are insanely comfortable which makes getting out of bed even harder at 5am. I will miss this hotel and the lovely...

UPDATE: I forgot to mention someone keyed our leased 2021 Jeep Grand Cherokee in the parking area here (see photo). We reported it to the desk, and the woman said she'd alert their "security" to see if CCTV captured it. But we never heard back from them one way or the other.

Having given up on Marriott based on the high cost and decreasing quality of their properties, we've returned to Hilton as our go-to lodging. And after staying at a series of Home2 hotels during our cross-country move, we're not completely disappointed.

This Home2 near the TUS airport has been our Home1 this past week while we await our moving van.

Our room here is average for the chain: smaller than some, larger than others, and with a smaller size bathroom.

One thing nice about all Home2 properties we've seen is that the sink, tub, and toilet are all contained in the bathroom. Although here the ill-fitting barn sliding door offers limited privacy.

Another thing nice about all other Home2 properties we've seen is that the roll-up window shades are cleverly mounted in a track that really blocks out the outdoor light. But not at this location. :(

The people working here mostly seem nice. Mostly.

After a dozen mornings of Home2 breakfast food and mostly weak coffee, we're truly sick of it. The food is neither especially tasty or healthful. We've taken to bringing in outside food, which cuts into the value of what we're paying.

Speaking of cost, now that regular housekeeping is a thing of the past at mid-range hotels, you'd think they could pass on some of the enormous cost savings to the customer, right? Right? Haha.

Location-wise, if you need to be in the airport area, I guess this is okay. But it's a long ways from any restaurants and attractions. We've burned a lot of ridiculously expensive gas daily going across town for virtually...

Well I thought this place would be a good pick. I can’t believe how good the reviews are on Google but I guess that’s why people use yelp.

At first arrival it looks great rooms have excellent amenities for long business stays which I’m on. Great size fridge.

When you walk in the room you will notice the tile portion is sticky. They use some sort of cleaning substance for the floor that makes the room smell nice. After that wore off the real room smell is there. The bedsheets and pillowcases smell very stale and not too pleasant.

Room 1 ended up smelling like secondhand smoke after a few days, I stayed for a couple days and switched rooms. Like others in these reviews, I made an appointment for a room cleaning to which the blonde lady downstairs put in the computer notes. I even confirmed AGAIN later that night that it was in the computer. The next day guess what no cleaning was done.

Room number 2 same thing. Sticky floor cleaning substance to mask odors. This one smells like dirty animals. I have given two rooms a shot so far because the breakfast, location to work, and room amenities are nice for cooking. However I am considering checking out early for another hotel.

The front desk staff could do a better job with customer service as others mentioned. None seem to care at all about the customers. This is my first Hilton experience and I am thinking about switching to Marriott Bonvoy. Too bad for a hotel that’s only a few years old. They need to rip the carpets out and put new ones in or professionally clean the carpets. That animal stink and secondhand smoke isn’t coming out.

Anyone considering a stay I recommend using...