Home2 Suites by Hilton Wayne — Hotel in Wayne

I live about 10 minutes away from this hotel. Decided to do a home away from home mini vacation since my kids were on spring break. Booked Easter weekend so they can enjoy the pool. We stayed Saturday-Monday. Worst experience with customer service and completely service overall. We arrive Saturday and check in, we decide to go to the pool. #1 pool was extremely foggy and cold, we figured because people were in it was dirty. #2 that floor was so slippery my child fell just by walking. #3 I kept feeling around to see if the water was filtering from the pool, it was not. I didn't pay mind to this since I figured it is timed. Next morning we get breakfast, which was OK, around 1pm we decide to go for a dip (Sunday), when my kids are walking towards the pool, the front desk woman employee says the pool is not working. So, I go downstairs and CALMLY talk to her. She has the biggest attitude, telling me the pool hasn't been working because the pump was damaged and no one was doing the maintenance on it. Pretty much they let us swim in dirty water the day before. I explained I would like a refund for the day since it's not my fault the pool is not working and that is the only reason we booked with the Hilton. She has major attitude saying she can't give me a refund because it's not her fault it's damaged. Well guess what ,It's not my fault either. Then she said she can only give me 10% back out of $400 I spent for 2 days but I booked through expedia so I have to contact them. She sarcastically exclaimed "Good luck because we don't refund any reservations". I contacted Expedia whom informed me they can not refund because the reservation was made with them but I paid in the location, which was true. I paid there not through Expedia. Expedia tried to get me a refund since we were literally swimming in filthy water because they decided not to check if the pool was in good condition. We saw when other people were checking in, they were sending them to another hotel, this would have been avoided if they would have the common courtesy to let us know early in the morning and transfered us to a different hotel. This is by far the worst experience I have had with a hotel. This is the second time I give Hilton a try and never again. Picture below so you can see how foggy and dirty the water was that you can't see the last 2 steps of the entrance.

Update: I received your very unprofessional reply though Google which really does add wood to the fire of how unprofessional this establishment is and lacks customer service. If you look my name up in your system for check in you will see I was there with my family from Saturday to Monday on Easter weekend. You did not read the entire review, you were NOT CONTACTING anyone, when people were checking in, they would be sent to a different Hilton because many went with kids. It would have been common courtesy to contact each room and advise them that we were swimming in dirty water the day before because no one bothered to check the pump to realize it wasn't working therefore the pool had to be closed. You also said to contact the front desk, which any employee would not be able to refund me my stay, the professional way would be to provide a direct...

This is why I’ll never stay here again!

hope this message finds you well. I am writing to express my disappointment and concern regarding an incident I witnessed at your hotel on the evening of February 8, 2025. My husband and I returned to the hotel that evening during a major snowstorm and were alarmed to find police officers on the premises.

Due to the dangerous road conditions, we had asked a friend to drop us off at the hotel and to wait with us in the lobby until the snow subsided. While waiting, we were compelled to observe a police investigation unfold, which raised serious concerns about the situation at hand.

Through conversations with your staff, including the manager, I learned that the police were called in response to multiple noise complaints from guests on the third floor, specifically targeting two rooms. It was conveyed that your manager, Brian, made the decision to evict one of the rooms after a single warning, without conducting a thorough investigation to ascertain the validity of the complaints.

I found it particularly troubling that, despite the police and hotel staff urging him to reconsider, Brian insisted that the guests vacate the premises due to feeling threatened. The police ultimately left without removing the guests, which speaks volumes about the perceived severity of the situation.

One of the guests from the targeted room expressed her frustration to me, stating that she had requested Brian to investigate the noise levels further before taking such drastic action, but he declined. Given that quiet hours were not in effect when we arrived, the decision to call the police and forcibly remove guests during a snowstorm is concerning, to say the least.

Moreover, I couldn’t help but notice a troubling pattern in how the situation was handled. Brian's decision appeared to disproportionately target a group of young women of color, raising questions of discrimination. His assertion that he felt threatened aligns disturbingly with harmful stereotypes, which is profoundly disappointing to witness as a guest in your establishment.

It was heartbreaking to hear a guest express her fear of being labeled the "angry black woman" for voicing her disappointment. The entire experience left me feeling uneasy, and I spent the night concerned for the safety of those young women.

On a positive note, I would like to commend the professionalism of the young lady at the front desk during our check-in; her demeanor reflected the values of courtesy and respect that all guests should experience. However, the actions of your manager overshadowed this positive interaction.

I firmly believe that all customers deserve to be treated with equality and fairness, regardless of their background. Everyone should have the right to feel safe and respected in a hotel environment, free from prejudice and preconceived notions.

I hope you will take this matter seriously and consider reviewing your policies and training regarding conflict resolution and guest treatment to prevent such incidents in the future. Thank you for your attention to this...

I hope this message finds you well. I am writing to express my disappointment and concern regarding an incident I witnessed at your hotel on the evening of February 8, 2025. My husband and I returned to the hotel that evening during a major snowstorm and were alarmed to find police officers on the premises.||||Due to the dangerous road conditions, we had asked a friend to drop us off at the hotel and to wait with us in the lobby until the snow subsided. While waiting, we were compelled to observe a police investigation unfold, which raised serious concerns about the situation at hand.||||Through conversations with your staff, including the manager, I learned that the police were called in response to multiple noise complaints from guests on the third floor, specifically targeting two rooms. It was conveyed that your manager, Brian, made the decision to evict one of the rooms after a single warning, without conducting a thorough investigation to ascertain the validity of the complaints.||||I found it particularly troubling that, despite the police and hotel staff urging him to reconsider, Brian insisted that the guests vacate the premises due to feeling threatened. The police ultimately left without removing the guests, which speaks volumes about the perceived severity of the situation.||||One of the guests from the targeted room expressed her frustration to me, stating that she had requested Brian to investigate the noise levels further before taking such drastic action, but he declined. Given that quiet hours were not in effect when we arrived, the decision to call the police and forcibly remove guests during a snowstorm is concerning, to say the least.||||Moreover, I couldn’t help but notice a troubling pattern in how the situation was handled. Brian's decision appeared to disproportionately target a group of young women of color, raising questions of discrimination. His assertion that he felt threatened aligns disturbingly with harmful stereotypes, which is profoundly disappointing to witness as a guest in your establishment.||||It was heartbreaking to hear a guest express her fear of being labeled the "angry black woman" for voicing her disappointment. The entire experience left me feeling uneasy, and I spent the night concerned for the safety of those young women. ||||On a positive note, I would like to commend the professionalism of the young lady at the front desk during our check-in; her demeanor reflected the values of courtesy and respect that all guests should experience. However, the actions of your manager overshadowed this positive interaction.||||I firmly believe that all customers deserve to be treated with equality and fairness, regardless of their background. Everyone should have the right to feel safe and respected in a hotel environment, free from prejudice and preconceived notions.||||I hope you will take this matter seriously and consider reviewing your policies and training regarding conflict resolution and guest treatment to prevent such incidents in the future. Thank you for your attention to this...