Home2 Suites by Hilton Las Vegas Convention Center — Hotel in Winchester

By far the biggest struggle in customer service I have ever experienced. I booked before going abroad and never received my confirmation because (as I found out later) the agent typed my email wrong even after confirming it over the phone. I had no cell service abroad for American numbers so I used their web chat service to check and see if they had my reservation 6 days in advance. After Amanda confirmed several times that she could not find my reservation from my dates of stay and name (which I found to be extremely odd) I asked her if there was any other way she could check. She said no and essentially said there was nothing she could do. I confirmed one last time that she could not look it up nor find it and that my card would not be charged before booking at a different hotel. ||Fast forward to my convention, I wake up to a $267 charge on my card for this hotel and I was shocked since I was told that I never did have a reservation or confirmation number. I called and they told me that a manager was unavailable but finally gave me my confirmation number and told me to call back in 2 hours. I do as instructed and they still have no manager available and tell me that someone will call me in the morning. So I go to bed as it was late at night and they call me while I am sleeping so I miss the call. I wake up and try calling them back but the agent simply says that they tried reaching me already and I didn't pick up. I ask to be connected to the property and the agent says "I can try but I can guarantee they will say nobody is available to speak to you." I request it to be noted that they call me the next morning, not at night. She says she will note it and they will call me. They never did and I gave them the weekend until Tuesday. ||I get to Tuesday and call them to see if I just missed the call and if I could speak with the property. The agent said that they, yet again, had nobody available to speak with me until the next day (mind you this has almost all been during business hours). So Wednesday rolls around and nothing so I give them a call back and they tell me that a manager on property would call me at 11 (he gave me the name Ruby but I'm not even sure if she was told at this point). I wait until 5 pm and call in and at this point I am quite frustrated with the entire customer service experience. I speak to yet another agent who asks to place me on a brief hold where I am transferred to yet ANOTHER agent who actually is finally able to somewhat help. He gathers the information on my situation (which I've already told to about 4 or 5 other agents) and puts me on a hold after which he says that I should have called (even after I told him I didn't have service in France) and that he has no record that I tried to confirm or cancel so they would not refund me the charge. After a WEEK of trying to get ahold of someone, this is not an acceptable answer on top of being told that I was essentially lying about Amanda telling me she was unable to find my reservation (not those exact words but he said it's impossible that she couldn't find my reservation). He said that I should have called the hotel beforehand to cancel (on a reservation that I didn't even know existed because I was under the impression that it didn't). He also informed me that they had tried several times to reach me by email (which they got incorrect the first time so all subsequent emails ALSO never reached me). ||He was kind enough to give me an avenue to speak to a manager directly but this was after almost an hour on the phone. ||I have worked in hospitality in one form or another all my life and even a hospitality career field in the military and have NEVER witnessed this lapse in customer service. In no world should I have to spend a week just to maybe have a hope of discussing my situation with an on-property manager. I will update with the outcome but DO NOT book over the phone. It will be a nightmare if they get any of your information wrong and there may be surprise charges that will be an awful nightmare to correct if you find yourself in a...

Homes2 Suites by Hilton Las Vegas is the PERFECT vacation! Not far from the hustle and bustle of the strip but less than a large Vegas block to the Convention Center Monorail loading/unloading @ "Oingo" Boingo Station. You pay half the price of the strip with SO MANY more upgrades & benefits. Vegas is already spendy, as we already know, so EVERY little perk is appreciated. With Hilton Homes2 Suites and the incredible staff (under the supervision of Ms. Kristin) you can expect a SAFE, CLEAN, FRIENDLY, with extra added bonuses stay. The round the clock security has a ZERO vagrancy tolerance policy, and walks the grounds constantly. The establishment is clean, groomed, and maintained to feature green lush desert landscape. The inside is CLEAN, OPEN, & chilled to help escape that Vegas heat. You are immediately greeted with smiles and welcomed to your home for your stay. Animals are also welcome (YAY Good Dogs 🐕✅!!) The rooms are large, clean, and provide a FULL kitchen so your online order to Walmart for provisions saves you MASS money not spending on the Strip. Daily housekeeping makes sure to keep your rooms stocked and cleaned. Staff is easy to reach out to for extra garbage bags & toilet paper 😊💯 The outdoor pool (on the groundfloor) is EXCEPTIONAL! Not too hot with the heat, and just PERFECT for the size of the hotel. Plenty of room for children & adult relaxing. There are restrooms, an outdoor shower to rinse off sweat, and a water fountain. The jacuzzi is large and fits more than a handful of adults. Staff is constantly refilling the towels and freshing up the property. (Totally forgot pictures) The gym is FANTASTIC! Large with a 5 gallon water dispenser, fat pile of CLEAN wire earbuds, 3 treadmills, 2 elliptical machines, 2 Pelatons, expansive NEW weight set, 2 core balls, yoga mats, and TV's to keep you current on your Sports Center. The FREE breakfast is DELICIOUS & HOT! Staff goes above and beyond to keep this VERY BUSY cafeteria CLEAN & STOCKED with all sorts of delightful breakfast treats. The variety of coffee and tea is again, HOT & full of options. Psst, you can go down to the lobby at night and grab hot chocate for a late night sugar sweet tooth 😋 🍫 What kid doesn't enjoy hot chocolate in their bed w/a hotel experience + Mom & Dad? WINNING 💯🤘 Only issue w/our trip was the TV refused to turn on (it took unplugging & tech support to solve) a few times ☹

ATTEN GAMER PARENTS - If you're bringing your PS3-PS5 or Switch be aware that due to the TV being connected to it's own computer system (lighting & temperature system attached) there is no way (unless ur a hacker) to bypass the WI-FI for online gaming. As long as you bring disc's & use story mode (if game has it) Hitman/God of War, you can STILL game. Let's Goooooooo 🎮🪅🐒

All-in-all, THANK YOU Hilton Homes2 Suites, Kristin, hotel housekeeping, and security . . for a MOST LOVELY vacation we won't soon to forget! See y'all again...

This is a hard one. The hotel itself is nice. The rooms are new, they were large and were a great fit for our family. But I did have problems with a few things. I didn't like the fact that I had to pay $17 to park my car there. Don't charge me for parking, just put it in the price of staying there. I feel like that's nickel and diming me. Most of the staff were very nice. I appreciate that they have a pool and a ping pong table for people to play on. We happen to be there at the same time as a baseball tournament so there were kids running all over the place. Now I have nothing against kids because I have several myself but I did have a problem with parents who just let their kids run all over the place at all hours of the night. Now I can't hold the hotel responsible for other people's children, however the kids were asked to leave the pool at 10:00 when it closed but those kids were loud and rambunctious and played ping pong after 10:00 banging their paddles on the table. I finally called the front desk at 10:20 in the evening to get them to stop the banging and the loud screaming by the kids. The front desk finally did something about it shortly after 10:30. The breakfast was amazing. They had two women in charge of taking care of the breakfast. I don't know if they had a bad morning with all the kids from the baseball teams but they were little brash. They were very much in charge and had a very specific way they liked things done. They barked orders to everybody. Perhaps they should have calmed down a little bit and just let us get our food. It may have been a more enjoyable experience but perhaps it caused them more work and that's why they were so irritable. I can't really blame the hotel for the actions of other guests but I will probably think twice about staying here again. We were on the second floor right outside the pool and the ping pong table. I would bet if we had been staying on the 5th or 6th floor or on a different side from the ping pong table and the pool things would have been very different and I would have only had to deal with the two women...