Home2 Suites by Hilton Tucson Downtown — Hotel in Tucson

I recently stayed here with my friends to welcome the new year at the Tucson taco drop, and although our reservation was not under my account, I was so blown away by this hotel and its employees that I HAD to leave a 5-star review. The parking is $20/day in a secure garage that connects to the hotel lobby, and we didn't have any trouble finding spaces. Check-in was easy, and all the common areas we saw were super clean (even the bathroom near the pool!). Our room was also clean with the amenities we needed for our stay including a mini-fridge and microwave (and the fridge didn't come pre-stocked with snacks on weight-based sensors they charge you for later which is always appreciated). The rooftop pool seemed to be heated and we were bummed we didn't bring swimming gear to get in, but we still enjoyed the fireplace and the gorgeous view. The breakfast was DELICIOUS and I felt so bad for the state of post-NYE celebration we were in when we shuffled into the breakfast area, but the employees always greeted us warmly and made sure everything was working and well-stocked. The breakfast sandwiches, the different kinds of potatoes, and breakfast meats they served during our stay were so good and the OJ tasted like it was freshly squeezed. We recommend getting to breakfast around 6-7am so you get a good chance to enjoy the yummy food before it's gone because my friend went down at 9:30am and most items were gone by then obviously. Now, if I could give the customer service of this place more than 5 stars, I would. Unfortunately, I did not get the names of the amazing employees we encountered during our stay, but basically all that were working 12/31-01/02 have my endless gratitude (and I'm sure the other employees I didn't get to meet are also just as wonderful). First, we had issues with both key cards on the second day, and the front desk people quickly resolved the problem despite the computer system being slow, and were kind enough to ask us if we needed any more cards since we were three (we said no since we were leaving the next day, but still a kind and thoughtful thing to ask!). Secondly, throughout our stay, we realized we had forgotten to pack certain hygiene items or ran out of things like toothpaste, and we were provided with these items no questions asked! My friend also said that the bathrooms in the lobby are equipped with feminine hygiene products which shows the level of care they have for those that stay here. Finally, the employees there basically saved my life when I realized I had left a mobile hot-spot I borrowed from my mom in our room after checking out. We were already on our way home when I realized this and frantically called the hotel. The person on the phone was so calm and this quickly put me at ease, which is not easy to do as if you could not already tell, I am a very anxious person and saw my life flash before my eyes thinking that I owed my mom an explanation and a new hot spot. The person on the phone informed housekeeping and in a few minutes he called me back to let me know they found it, and walked me through the next steps for getting the item mailed to my residence. He answered all of my questions patiently and thoroughly, and the process of getting the item returned to me went smoothly thanks to the Home2 Suites staff! We were already incredibly pleased with our stay, but this final gesture of service even after checking out made me feel compelled to let everyone know that this is a great place to stay, and to applaud every single staff member here. If you don't believe me, my other friend has previously stayed in hotels like the Disneyland hotel and even he said that the rooms, the breakfast, and the customer service here would make the DL Grand Californian hotel shake in its boots. Needless to say that next time we need to stay in Tucson, we will be...

Easily the worst stay I've ever had at a Hilton property. Worst hotel experience in Tucson I've had. I've traveled to Tucson frequently for business over the last four years and this hotel is a STRONG AVOID. Despite it's "new" building, critical amenities are broken and the rooms have major privacy issues (people can see directly into your room). Do yourself a favor and book at the Hilton Doubletree Downtown literally across the street -- that is an exceptional brand-new facility with amazing service.

The problems at this Home2Suites are deep and widespread -- not only with broken amenities, but also with its overall poor hospitality culture, in particular the management who is adversarial and dismissive with guests. Look at past reviews to see this is a longstanding issue mentioned in many reviews since opening.

For longstay / business / Diamond guests, you had better hope nothing goes wrong during your stay. The refrigerator and parking gate were broken on arrival. Despite reporting the refrigerator issue, staff did not fix it which led to a weeks worth of lost groceries. Reported issue again that night and was told there was "nothing they could do until morning." No apologies. They declined swap with another fridge that night ("no engineering on site" and they can't move it themselves for some reason?). Manager declined to reimburse for groceries; provided 5000 Hilton points for inconvenience, worth about 1/7th one room night. Refused to do anything else when asked. Engineering is NOT on site at night or even some days, which significantly delays any repairs if anything breaks or needs to be swapped. Manager ghosts you when you ask to talk to her or for a callback. There's no responsibility taken by anyone at this property. Parking is $20/night despite broken garage gate (known for months, looking at past reviews) which checkin also acknowledged to me on arrival. The worst thing is that when you report any issues you are told they know about them but nothing gets fixed, or blamed for the issue yourself. I was lied to by management and dismissed whenever I communicated issues about the stay, when I finally got to talk with her (Patricia). They talk down to you and treat you with disdain rather than as a paying guest. Look at other reviews, it's clearly a known issue with this woman.

For families, I would concern myself with huge privacy issues with any pool facing room -- other guests can see directly into your room (window is right over bed, see photo attached taken from bed) unless blackout shade are drawn. Privacy curtain is sheer and see through. Glass is not one-way or reflective -- anyone at the pool can see you in bed or changing. 3rd floor rooms are directly on level of pool so anyone can see your entire room.

I travel into Tucson regularly for business and typically stay at a Hilton property. During these travels, I've stayed at dozens of different Hiltons of varying levels. This Home2Suites has been a huge outlier and a overall terrible experience. I am cancelling my future travel and plans with them (it's too bad since on paper they look really appealing). Giving all my business to Doubletree Downtown across the street. I hope to never deal with this...

So………||My wife and I are traveling for her job, which puts me in charge of getting her there. We woke up this morning, had a tremendous breakfast complete with waffles, omelets, sausage, potatoes, bagels, fresh orange juice and coffee, and even yogurt from the yogurt machine. We then went into the parking garage and found our car to be as dead as the Halloween zombies of October here. I’d left the lights on. All. Night. Long.||Troubleshooting begins! Wife Lyft to the conference. I start asking strangers for not only a jump, but cables. (Some numbskull left the cables somewhere in his garage. No idea whom.) Have you ever been in this position? Relying on the kindness of strangers to take time out of their day and assist you? It’s quite lovely. And embarrassing. And humbling. But I digress.||So here comes this guy into the breakfast area, verbally begging, I mean inquiring, about who might have some jumper cables and be willing to lend them to this crazy beggar, er, nice guy. Nobody. Until, that is, I ask one of the kitchen staff. AMANDA. Amanda had already been thoroughly kind and helpful at breakfast this morning, prior to our knowledge of my tragic mistake. Amanda took the time out of her busy schedule to retrieve a set of cables from her vehicle and provide them to me. Her kindness was unparalleled. BUT! Was it? Not so fast my friends!||Now I had some jumper cables and was in business. All that was now left to do was to pop the hood, attach them to my battery, and wait for a Good Samaritan to come along and jump me. That sounded terrible, but you get the picture. Ah! Two ladies walking up the parking garage ramp! “Is there any way you might consider helping this poor dumb guy out who left his lights on by jumping his vehicle with yours, PLEASE??” No dice. They were in too much of a hurry to pop their trunk, let me attach the cables, and turn my engine over. Would have taken two minutes if that. But, no biggie. THEN, along comes ERMA!! She is the second hero of our saga. Erma is part of the Hampton housekeeping staff, and was on her way to park and check in for work. Erma stopped her car, knowing she was going to be late for work, as it was almost 9 am. Shift change. She let me jump my vehicle with hers without blinking an eye. I could absolutely tell that she had been in this position before herself, and knew what it felt like. After my car started, I watched as she pulled into a space fifty feet from where I’d been stranded and marched in to begin her shift.||Full divulgence: There is an election coming up in this country in less than three weeks. People have been on edge and at each others’ throats. Families have been divided by ever-changing political promises and deceptive rhetoric. In the difficult times we are living in, I WANT TO SAY THANK YOU. Thank you, Amanda. Thank you, Erma. Thank you for not only helping me fix my car. Thank you for reminding me that there are truly good people in this world, who do for others the way I was brought up to do, and expect nothing in return. Might seem hyperbolic, but thank you for restoring my faith in America. E...