Home2 Suites by Hilton Wilkes-Barre

Apr 2nd, 2024

I walk into the hotel to check in at 3:30pm on March 27. The lady behind the desk didnt greet us. I already had a digital key, so I ask the lady did they have a bathroom on the first floor she lied and told me no. Then when I found the bathroom I ask why did you lie. She said she didnt understand me, so why tell me no if you didnt understand me? How rude, unprofessional while wearing your air pods and leaning on the desk. She shouldnt work here if she doesnt have any customer service.
Mar 25th, 2024

This is our home away from home!!! It's clean and adorable! The breakfast that's included is so yummy! The staff is polite and the pool is great!
Mar 20th, 2024

Mar 18th, 2024

This is a nice property, staff are nice, but the customer service I received was horrible. I arrived to the property for a 3 night stay.Upon check in I was provided with no information for my stay. I like every other person that checks into a hotel would think that you would be provided with information about breakfast, internet, and any other details of the property. I was provided with nothing. After my first night, I went down to the front desk to ask about a knocking noise that was in the room that kept me up. The agent told me that she would ask housekeeping and let me know. I told her that the noise was consistent. Housekeeping manager called my to tell me that it was a pipe and its a known issue. I didnt want to change rooms as I had a connecting room with family and didnt want to inconvenience everyone by moving. Knocking noise was the entire stay. Very disturbing. I realized that afternoon that no one came to my room to clean or provide fresh linen. I called down to the property and they told me that I needed to request it. I was brought clean towels and put in a request to have my room cleaned on on day 2. On day 2 I came back to the hotel that evening and my room still was not cleaned and my pile of dirty towels continued to grow. I called down to the lobby and asked why wasnt my room cleaned and they told me that the request was noted and they dont know why it wasnt cleaned. They again brought me clean towels. They told me they would clean it the next day but I was checking out so that didnt help me with anything. 3 days with tons of garbage, pile of towels, no one ever communicated to me that I needed to request to have my room cleaned and it still wasnt done after I requested. No one informed me about breakfast times at all. In day 3 at 11a on the dot I get a knock on my door inquiring on when I was leaving. They made sure to knock for that but not to clean my room. I did not have a sign on my door the entire stay stating so not disturb so there was no excuse. The icing on the cake was that when I called customer service, the representative Omar (244522) had the nerve to tell me that I am a Hilton honors member and I should have got that information from the app or website. I was in total disgust. Me, the paying guest needs to go look for information that should be verbally provided to me. On my last day when I went to check out, the staff member was on the phone and I stopped and stoop to wait till he got off, he paused the call to tell me that I was fine and that I could drop the key to leave. I just walked out. Not even asking do I need anything or how was my stay. Absolutely disgusting. I am an elite member at many other chains and NEVER have I received this level of disrespect and disgust from any property or hotel representative. I filed a complaint days ago and to this minute I never got a response. I will NEVER stay at another Hilton property again. Location its hard to find also. Parked and went inside nursing home to find that the property was behind it. Had to repack the car and drive again around to back of nursing home to find the hotel. Rooms: Nice rooms. Clean
Mar 16th, 2024