Home2 Suites by Hilton Orlando Airport

I have typically had a great experience staying at Home2 Suites Orlando Airport. However, during my visit on April 7th, 2025, I encountered an unfortunate situation. I asked the front desk for a stapler, a basic item that most hotels offer. The young woman at the desk responded with an unhelpful attitude, simply saying, "No, not at the moment," without even checking. This response felt dismissive and left me feeling frustrated. I value the quality of service I receive, especially as a loyal Hilton Honors member, and this experience has made me reconsider my loyalty and my 156,000 Hilton hotel points. I would suggest paying closer attention to the attitudes of staff members, as it can significantly impact guests' experiences.

I’m still scratching my head as to why I stayed at this hotel. I understand costs have gone up for a variety of reasons over the last 6 or 7 years but it doesn’t explain lack of service. From having to remind the front desk to include my Hilton membership even though it had been provided during reservations. I guess I missed why I’m paying $160+ per night and I get absolutely zero maid service for a 3 night stay. I mean they didn’t even come in to empty the trash but they did leave a half full bottle of soda in the refrigerator. Controlling the temperature of the room was next to impossible. You could set the temperature to 68 degrees and you ll freeze within the next hour. But change it by one degree and the room becomes unbearably hot. I can’t rate the room staff because I only saw one person one time in those 3-nights. The front desk staff tended to be into having employee discussion sessions before assisting customers. I guess the age of no cash has arrived at least at this hotel. They take no cash, only credit card or debit card. Even for that $4.25 soft drink from their oh so tiny snack area. They do serve a breakfast of sorts that one can eat if you don’t stare at it. It’s hard to believe this brand is actually claimed by Hilton.

We stayed on 11/29 as a result of flight cancellation in an (apparent suite) with a king bed and a pullout couch for our 2 girls. first room given on floor 3 - the pullout was disgustingly dirty. When i went back down to ask for another room I was given attitude with no apology for the inconvenience. I asked if we could maybe be moved into a room with 2 beds and was told they have no such thing - the next room on floor 4 was even worse. We decided to stay even though it was so disgusting and dirty. We then asked for extra sheets to layer on the filthy mattress and were told they didn't have any at the moment and the guy was on break. They apparently also had no extra pillows - as they were dirty too. After finally getting the extra sheets & one pillow we decided to hit the sack... went to take showers AND no hot water!!! I couldn't believe it! The girl at the front desk that night should not have a job! The lady the next morning was kind and apologetic- she sent a note to the manager- we have not heard back and it's 3 days later! they have a sign at the front saying not satisfied with your stay. it's on us! I will continue to follow up till we get our refund! we also over payed

My family stayed at this hotel so we could leave early the next morning to catch the flight. The night before we talked with customer service to schedule the shuttle but she (night shift on July 22, 2024) confirmed twice that we didn't need a reservation. Next morning we found out the reservation was needed. We complained to the customer service that morning that we tried twice to make the reservation but the front desk confirmed a "NO". We talked to the front desk personnel on the morning July 23, 2024 that the hotel needs to better communicate to all shifts about their rules because it affects the customer's important flight. We made a reservation right at that moment and needed to wait for almost 30 minutes. We complained that the hotel should really do a better job because we have already tried our parts. The front desk lady that morning threatened us that if we did not stop complaining, she was going to cancel our reservation. We will never stay at this place again. Poor customer service and take no responsibility for their fault.

If you’re a regular with Hilton avoid this one. This is only me second negative review after staying in many properties. But Customer service was poor here, they also don’t have digital check in? Which I’ve never been to a property that doesn’t. They need to get up to speed with their other properties on that to be honest, it’s 2024. Don’t let them put you on hold… if you get put on hold it takes FOREVER to get off it. This happened to me twice. My Room wasn’t even properly ready. All drawers and cabinets were open, the pull out couch I had to put back together. It looked as though housekeeping came through and cleaned but didn’t finish the job? Very odd. As a diamon member I tried to get a late checkout, which is usually a guaranteed thing, after a 20 minute hold, I had to hang up and call the front desk back only to find out they’re not doing ANY late checkouts AT ALL because of Mother’s Day so the house keepers could leave early? I’ve never heard of such a thing out of all the properties I’ve stayed at. I’ve also worked at hiltons and never could do something like this with our house keepers. Anyways overall just a TERRIBLE experience. I’d just avoid here if you could as a regular Hilton stayer. Again, I’ve stayed at many properties and I’m a diamond member…