from Milwaukee, Wisconsin, United States
Submitted on 08-08-2016
LIKES: Gerry on the day-shift went out of his way to be extra-helpful and even kept a package safe for me for a week between stays; this new hotel's room layouts--rooms offer flexibility, with vast counters, generous built-in storage, movable table/desk, divider screen and sliding bathroom door, a clever multi-tool approach; common areas offer inviting inside and outside relaxation, working or meeting spots; there are washers and dryers, an indoor pool, an exercise room, complementary bottled wa...
LIKES: Gerry on the day-shift went out of his way to be extra-helpful and even kept a package safe for me for a week between stays; this new hotel's room layouts--rooms offer flexibility, with vast counters, generous built-in storage, movable table/desk, divider screen and sliding bathroom door, a clever multi-tool approach; common areas offer inviting inside and outside relaxation, working or meeting spots; there are washers and dryers, an indoor pool, an exercise room, complementary bottled water in the lobby fridge, a hot beverage station near the front desk from early morning to evening and a fire-pit on the front patio; and this property's convenient location near the airport with a round-the-clock shuttle could be a big benefit.
SO WHAT'S NOT TO LIKE? Both recent stays the beds had only two regular pillows (must be their standard), but an elongated tube-like pillow with an upholstered cover was leaning against those--but in many hotels upholstered pillow covers aren't laundered between every guest, so I was disturbed to find this questionable upholstered surface nestled snugly against both bed pillows (the brand info claims all bed linen is fresh for each guest, but the tube-pillow isn't bed linen in my book, so I wondered, had my doubts and felt uneasy.) When I requested two "extra" pillows so I could elevate my head and feet while sleeping, those seemed used, with already-wrinkled pillow cases. So, what the yuck? Weirdly, the toilet paper rolls in all guest room bathrooms (not just in the common restrooms) are LOCKED, so only housekeepers can replace toilet paper! But I'm one of those frequent-traveler guests who puts the DND sign out and asks for a few needed supplies day-by-day while housekeeping is cleaning nearby--never a problem in other Hilton branded hotels, but a huge hassle here. Also, there are dispensers for shampoo and body wash in the shower that housekeeping must refill--maybe little bottles will be phased out altogether soon to match the brand's eco-green theme (but inhibiting my longstanding DIY habits). The convenience shop was sparsely stocked, especially for a place that advertises it caters to extended-staying guests. (Of course, one could run across the parking lot to the Hilton Garden Inn.) The elevator operated to a harsh, clanging, startling, scratchy recorded (but cut short mid-ring) CHIME. The breakfast, included with the room, was just so-so, featuring prefabbed, vending-style egg-and-whatever sandwiches. The no-choice-whatsoever welcome snack was something I couldn't eat (without endangering my health), but unlike at every other Hilton branded hotel I've visited this year, so far (very many), many of which offer choices anyway, I was informed it was "unfortunately" absolutely impossible to substitute a non-brand-standard item, or even offer me the 100 points (the listed alternative I hadn't chosen on the website the required 24-hours ahead)--in contrast, recently at a Homewood that also offers only one brand-standard welcome snack, I simply handed it back without comment, without requesting a substitute because, indeed, I could have eaten the item without ill-effects, but just didn't like it, but the desk agent responded immediately (without any hinting by me), by kindly, graciously suggesting I choose an alternative from the shop (so there, the Hilton helpfulness I've gotten spoiled by kicked in). The next morning at this Home2 Suites during checkout, the manager reiterated their firm policy (shaking his head seemingly sadly), but did offer me a restaurant gift card to make up for the inflexibility. But, unfortunately, I couldn't use any of those he'd come across under the desk before I had to rush, still wondering just how Home2 Suites, unlike other Hilton hotels, can afford breakfast or lunch gift cards, but not the occasional, goodwill-generating substitution of one (overpriced for convenience at) two-bucks-and-fifty snack shop item.
So the Home2 Suites failed to impress me overall--too rigid and stingy, so un-Hilton-like--and henceforth I plan to avoid this brand.