Home2 Suites by Hilton West Palm Beach Airport — Hotel in West Palm Beach

This hotel is literally falling apart, everything is broken. The cleaning service is non-existent. Here is a copy of the letter I sent the manager with more detail. I DO NOT recommend staying there.

I wanted to provide feedback from our recent stay at the PBI Home2Suites. We had a 10 night stay December 20-Dec 30, 2024. We stayed in a double queen bed suite. I have to say the stay was very disappointing. I would not recommend anyone stay at the hotel because it is obvious it is on a downward slide.

The cleaning service was almost non-existent. Apparently the schedule was for a light touch every other day. When I asked the cleaning lady what the schedule was she spoke no english. She didn't understand the word towel or floor or clean or even Good Morning. She showed me the cleaning schedule which is how I saw the every other day schedule. However, when she cleaned the room she would only leave 1 or 2 towels (even though the front desk said this size room was supposed to get 4 towels) I had to ask the front desk for towels almost every night around 8pm, but they rarely had more than one towel stating the towels were only just being washed...at 8pm. Our cleaning lady would make her rounds on the second floor near our room around 3pm, but I did see that she punctually made it to the free breakfast at 9am to eat.

After December 27 I asked the night manager about the cleaning and she reassured me she would put in the notes to have our room fully cleaned. So the next morning we left the towels on the floor. However no one came to clean, not even a light touch. Since there were no clean towels in the evening, I had to then spend my own time and money to wash and dry our 4 towels. Not exactly the way I imagined spending my vacation.

When she did clean, she never bothered to clean the trash bin in the kitchen area, leaving the food to start to smell. I had to leave it out in front of the sink (every other day) and then she would take the trash but not leave any replacement bags. I guess you were out of those too.

By December 27 we weren't even getting toilet paper replaced in the room. So another trip down the stairs (broken elevator) to the front desk, to ask for toilet paper. I saw they usually had a few rolls there, because all guests who actually needed a refill had to go ask for them. I guess our cleaning lady didn't know how to say toilet paper either. We ran out of tissues as well, but I did see she left us 3 or 4 tissues on the container. I guess you ran out of tissue boxes as well.

Breakfast was often lacking just about everything. Breakfast was supposed to be until 9:30am, but the toaster broke on December 21 and was never fixed during our stay. So much for trying to eat toast. The styrofoam plates were only available for the first few days, then they ran out and provided real plates. However there were often only 1 or 2 plates available after about 8am. When I asked for more plates after several minutes the kitchen staff was able to find 1 plate...not really helpful for a family of 4. By Dec 26 there were no longer individual milk or yogurts available. Just 1 gallon of milk someone went to buy from the store...but apparently they were not allowed to buy plates or yogurt, or a toaster. It was reassuring to see that the staff could eat breakfast as I did see them all stop by to grab their food, even though guests were often left with none.

One of the elevators broke on December 21. This was never fixed during our stay. With the large quantity of guests, we were forced to use the stairs since waiting 15 minutes to go up or down 1 flight of stairs, especially when I was having to wash towels was not reasonable.

The ice machine up on the second floor worked on December 20, but was non-functional by December 21. So we could not get...

My recent stay at Home2 Suites left me with a sour taste in my mouth. As a first-time guest at this particular hotel chain, I was excited to experience their renowned hospitality and comfortable accommodations. Unfortunately, my expectations were shattered when I encountered live roaches in my room.

Upon discovering the unwelcome guests, I immediately called the front desk to report the issue and request assistance. To my disbelief, the response I received from the staff member was far from satisfactory. Rather than offering any genuine concern or apology, I was instructed to take matters into my own hands and exterminate the roaches myself. This kind of dismissive and unhelpful attitude towards such a distressing situation was both surprising and disappointing.

I understand that hotels occasionally encounter pest problems, and it is not unheard of for them to address the issue promptly and professionally. However, the lack of urgency and failure to provide a satisfactory solution was deeply concerning. I expected the hotel staff to take immediate action, whether it be relocating me to a different room, arranging for pest control, or at the very least, offering a genuine apology for the inconvenience caused.

Regrettably, this incident tainted my overall impression of Home2 Suites. It raised doubts about their commitment to guest satisfaction and their ability to maintain a clean and pest-free environment. When paying for accommodation, one expects a certain level of cleanliness and professionalism, especially in a hotel that is part of a reputed chain.

While I cannot generalize my experience to every Home2 Suites location, I strongly urge the management of this particular hotel to reevaluate their approach to guest service and pest control. Guests should feel comfortable, safe, and well taken care of during their stay, especially when unexpected issues arise.

In the future, I hope Home2 Suites will prioritize their guests' needs and ensure that incidents like mine are handled promptly, professionally, and with the utmost care. I sincerely hope that this feedback serves as an opportunity for improvement and a reminder to the hotel staff that exceptional customer service should always be a...

We've stayed at multiple suites hotels and new timeshares but this is the best stay we've had so far. Its literally right beside the airport but you don't even realise.It was smooth sailing from the reservation process online to checking in. We planned to only spend one night but we enjoyed it so much that we decided to add another night. Even though it was last minute Iris and Andre were able to accommodate us fast and easy. With the pleasant and welcoming smiles from the moment you entered through the doors really set the atmosphere for what turned out to be a darn near perfect stay.They had complimentary water and snack upon check in and breakfast was included. It wasn't what we expected when we open the door to our suite. It was spacious, luxurious and stylish. It definitely felt like home once we stepped in. Very nice kitchenette with stainless steel appliances and a full size dishwasher! The textured wallpapers and vibrant colors gave the suite a high end contemporary feel without it feeling cold or sterile. The sheets were soft, bed was comfortable. There were even extra pillows and blanket! There were over 6 lights in the room which made it so easy to light up an area without making the whole room too bright. By the office space in the room there was a rolling desk underneath the counter area so you could set up a work area anywhere in the room. The very sturdy and modern open wall shelves made it so easy to store paperwork and other items for easy reach. Even the sofa turned into pull out bed! I could go on but I'll let the few pictures do the rest. I could only say so much. You'd have to stay here to truly understand what I'm feeling. Definitely recommend it and this will be my go to place to stay when I...