Home2 Suites by Hilton Seattle Airport — Hotel in Tukwila

There has been a lot of reviews stating that the staff went out of their way helping the guests staying at the hotel.

I am not sure if my stat is just “unique” or my expectation at Hilton series hotels is too high.

I stayed at Home2Suite by Seattle Airport 6/16-6/17. Upon arrival at the airport, I called the front desk to schedule shuttle pickup. I was told that I need to call back to schedule when I am actually at the shuttle pick up location. This is totally reasonable and so I did. The lady picked up the phone answered with a neglegent voice: “oh sure your shuttle will arrive in 20 mins “or so”...” She also asked me my name, how many people are in my party, and which stop I am at (3B). When the shuttle arrived (which took about 25 mins and that is reasonable), the lady driver stopped at one location before 3B and started letting passengers go into the shuttle. I went to the driver and told her my name since I thought that’s why they asked my on the phone in the first place. The driver, instead just keeps on asking me back, are you going to Home2 Suite?

If I had not chased to the shuttle stop point and yelled my name to the driver, will I have missed the shuttle because all the others that arrived much later than me had hopped onto the car? The answer is an absolute yes.

Upon arrival at the hotel, everyone got off the shuttle and expected to be check in at the front desk. Nope, this did not happy to anyone until at least 20 mins later. (Sorry I did not time they but it is at least 20 mins). There was only one lady staff and the front desk and apparently she has hard time trying to solve the customer’s request (I am not sure what the situation was). She grabbed a cell phone and put it on speaker with the manager and started to try to solve the situation after a few mins. EVERYONE on that shuttle were just waiting in line. After about 20 mins, she told the customer to have him wait on the side and she tried to check us in first.

First, is it normal to have the manager not be on the site and just try to solve the issue On Phone??

Second, there was ONLY ONE staff in the whole hotel (please keep reading my paragraphs and you will know what I am talking about.)

At the front desk, I asked if there is any help I could get trying to set up the sofa bed. The only thing she could reply is: “All the beddings are in the cabinet underneath the desk.” (With sweat on her face trying to solve every previous customers requesr already.) By this time, I have a feeling that they might be short staffed.

Upon arrival in the room, I found the restroom lock to be broken, and I probably needed extra blankets for the night. I called housekeeping. I was put on hold for a long time so I just hung up and called back and told the house keeping lady that contact me back when she becomes free. I didn’t receive any call for another however many mins (I did not time), so I called again. The lady said is free now and she will be here to check and give me extra blankets. Some time later (did not time), the lady came and guess who that is?!! The front desk lady that checked us in!! With more sweat on her face. I asked her if she was the only staff there and she said yes.

I mean, come on! You leave only one staff not even experienced at manager level in the WHOLE hotel to try to solve the issue of EVERY customer in EVERY field at a HILTON series hotel where I was charged 300 something for a one bedroom suite?

Ok, let’s not talk about the management and short staff issue since I am not in their team.

Let’s talk purely the customer view: Had to chase to the shuttle to get to the hotel in such a chaotic way? Waited at least (I think it’s even longer no joke, I just didn’t time) 20 mins to be checked in. Waited however many mins for housekeeping (and I gave housekeeping three chances described in the previous paragraph before I knew it is her).

Is this what I deserved as a customer? No. Is this what I expect at a Hilton...

The 5-stars is relative to the nightly cost (~129-159 for frequent travelers). Staff, cleanliness, branch focus, room quality, recreational area quality are my major factors. I have been in this hotel for over a month now.

Staff (5/5)- a. Highest quality I've seen in a sub-$300 hotel b. Front desk+cleaning staff are always genuinely friendly, but not uncomfortably so. Have gone out of their way to accommodate any needs going so far as to frequently ask me what my floor/room location preference was just to make sure I'm satisfied c. There's a particular front desk gentleman whom I'll mention specifically later if he continues his exemplary performance Cleanliness (5/5)- a. Rooms are always sufficiently clean b. Nice, new facility so no major stains, any clear messes I make are always cleaned up even down to small details and even on days where they only do a "half cleaning" when you have extended stays c. They do your dishes for you d. Laundry is free (though you have to do it yourself). They have 2 machines and 1 is pretty much always available Branch Focus (5/5)- a. I really like the high-tech, environmentally-friendly, but not-too-pushy feel b. RFID room keys that activate power when you're in the room and turn it off when you leave. Cool little things like that Room Quality- a. The room looks like it's straight out of IKEA but in a good way with personality b. Bathrooms are sufficient c. Half kitchen that always has clean dishes and always has the RIGHT dishware/silverware/accessories, nothing missing, etc d. Beds are nice and comfortable (pillows could use some variety but I won't knit pick) e. Each room has a nice smart TV, pull-out couch, comfortable desk chair, and additional "pull-out" table that can be used f. My favorite distinction in the room compared to other hotels is that their blinds are pull-down and pulley-style, so when you want no light in your room... you're not going to get ANY Recreational Area Quality (4/5)- a. I really like workout rooms where they don't have lame dumbbells only going up to 50 and instead have a nice full-body machine which they have as well as sufficient cardio machines b. FREE LAUNDRY c. Pool is okay, but really could have used a hot tub which it does not have d. Does not serve dinner which isn't surprising but is something I love about their HGI counterpart

Overall, especially compared to its local competitors, 6 of which I have stayed with including ones owned by Wyndham, Hilton, Marriott, Holiday Inn, it is a noticeably better overall, unique experience. Great location as well right near a shopping center that has everything you could want. That said, I've only been to a single Home2 (this one), so I can't compare it to other Home2's, but it's...

My mom and I stayed at Home2 Suites by Hilton Seattle airport after flying in from Seoul, Korea and stayed one night before flying home to Newark. I always stay at Hilton properties because, in my opinion, the service is the best going. My Mom, however, was new to the Hilton experience and she has not stopped talking about how big the room was, how comfortable the bed was, how good the (complimentary!) breakfast was, and how nice everyone was. At check in we were greeted enthusiastically and all of the hotel amenities were thoroughly explained and pointed out to us. The entire staff was warm, friendly, and beyond helpful. After getting our luggage to our room they helped us find a place to get some dinner. A lady from house keeping was in the elevator with me. She asked me how everything was and I told her it was good. She asked me what room I was in, I told her, and about an hour later she knocked on our door, addressed me my name, and asked if everything was still ok and did we need anything. When I went down for breakfast, (Chris?) a the front desk also called me by my name and asked how my night was. Everyone addressed me by name. That has never happened before and in have stayed at many, many hotels. My Mom thinks I went all out, treating her to a super fancy hotel. She is a travel agent and was impressed by Home2. The room had two double beds and a couch, desk, and full kitchenette complete with dishes, cookware, fridge with separate freezer (a real freezer, not those silly little mini fridge deals). The sleeping space was separated from the living area by a curtain that could be pulled. The decor was bright and cheerful, like a tropical getaway. We did not have time to try out the chlorine-free saline pool or spend time out by the fire pit or BBQ area. We did peek our heads in at everything and would have loved to have spent a few days there. It looked like it could cure my jet-lag. There was also a fitness room, place to do your laundry, and a 24 hour snacks shop. Their shuttle picked us up at SEA-TAX within 15min of my calling them and dropped us off the next day at a time of my requesting. (Not the "on the hour" shuttle service that some hotels have). I would stay at Home2 Suites by Hilton Seattle airport again in a heartbeat and highly recommend it to anyone needing to spend time in the...