Home2 Suites by Hilton Clarksville/Ft. Campbell

I got stuck outside my room in the middle of the night when my phone froze and wouldn’t open the digital key. Nobody was at the desk, so I called for help. I heard movement behind reception, then a man came down the hall pushing a snack tray. He ignored me completely when I asked if he worked there and whether he could help, even after I tried several times. My phone eventually restarted and I got in without any help from staff. The towels on display had obvious, nasty stains. The fitness center was depressing, too. Also, there are 8+ EV-only spaces right at the front, yet six are empty, with signs threatening to tow cars parked there. I’d be shocked if they ever filled every space.

I booked this Hilton mainly because it advertised EV charging, and I confirmed that with the front desk before paying. When I arrived, the chargers didn’t work. An employee found they’d been tagged out and locked at the breaker. That threw off my travel plans because I had to get up early to find a public charger. The room was below Hilton standards, too. The bathroom wallpaper was peeling, the flooring and baseboards were poorly maintained, the shower pressure was extremely low, and the toilet was loose and unstable. I tried the different charging stations several times, but the manager defended the hotel by saying they worked. That isn’t true. The offer of 5000 Hilton points was a joke. I contacted the GM, Tiffany Dunn, as requested, and she was extremely disrespectful, insisting the chargers worked and implying I didn’t know how to charge my own vehicle. They still haven’t made this right, despite the Home 2 Suites website promising to do so if guests aren’t completely satisfied.

The breakfast was delicious, especially the chicken biscuit, and the staff were really friendly. The room was very clean, and those pillows were soft and comfortable. One of the best hotel stays I’ve had in a long time. Highly recommend it.

We checked in for two nights and everything seemed fine at first, including the friendly person at the front desk. Around 8:30, though, things went downhill. Someone was smoking weed in their room, and the smell filled our room and the hallway. I have a 10-month-old and a 3-year-old with severe allergies, and both children had allergic reactions. We reported it to the front desk. They said it had been happening for the past few nights and they didn’t know who was responsible. Several people on the fourth floor were complaining, too. My husband was told to contact the GM on Monday, and we plan to. As Diamond members who spend a lot with Hilton, this isn’t how we expect a situation to be handled.