Home2 Suites by Hilton Ft. Lauderdale Airport-Cruise Port

This was disappointing for a Hilton property and felt overpriced for the quality. When we first entered, the room was freezing, so we turned up the thermostat. Once the air started blowing, the unit gave off a disgusting smell. In the morning, I found bacon bits scattered across the floor. What I'd thought was a bleach mark on the carpet was actually a pile of sand, and it was obvious the floor hadn't been vacuumed. Now I can't stop wondering whether the sheets were clean. I'd spend extra for a better hotel and think Hilton should distance itself from this one.

The room smelled awful, like smoke and mildew, and my allergies were in full swing during our short stay. The pool was freezing, one elevator didn't work, and the other was slow. The area felt sketchy, with only a few restaurants we could reach safely on foot, and they weren't particularly nice. Breakfast was fine if you wanted toast or bagels, but the hot items, microwaved egg bites and sausage, were nasty. The airport shuttle was the main reason we booked, since it was advertised as complimentary. The first shuttle was full. The driver could have explained that the wait list meant about two hours, but instead said she'd be right back. An hour later she returned with a full shuttle again, so we took an Uber. A few hours after that, the hotel called to ask if we still needed a ride. We would have checked out if our stay had been longer. We're Hilton Silver members, but if this is the new standard, they can keep the points. I'm embarrassed for Hilton.

I booked this for its convenient cruise location after seeing the high rating, and I should have read more reviews first. The room was old and neglected, with hard dorm-like mattresses, bad decor, and an unfinished feel. Blood stains were on my mattress, neither bed had a bed sham, half the lights didn't work, and the air conditioner wouldn't turn on. The elevators were filthy, and the free breakfast was awful. I knew as soon as I opened the door that booking here was a mistake. I told management about the problems, but they dismissed them. The shuttle drivers texted while driving, tailgated, and ran stop signs. This is a place to avoid. The negative reviews are the true picture, and the positive ones are probably AI-generated. As a very seasoned traveler, I wouldn't stay again.

This was devastating, especially because my weekend plans were built around this location. I booked six weeks ahead. At 2:41pm I checked with Myra that my room was ready and said I'd arrive in 10 minutes. I got there at 2:54pm, and manager Valerie smiled as she told me my reservation had been canceled and they were full. She said she'd emailed to verify my card and canceled when I didn't confirm. The timeline was 2:44pm for the first email and 2:46pm for the cancellation, while I was driving after confirming I was on my way. What hurt most was that nobody tried to help find another Hilton, even though one phone call could have prevented this. I called corporate and spoke with Dana, who said nothing could be done. When I pointed out that nobody had even offered to look elsewhere, she said she had checked and there was no availability. That wasn't true: after booking through a third party, we arrived at a Hilton hotel. We hesitated to stay at Hotel Della because it was connected with Hilton, but they were gracious and accommodating, and we couldn't sleep in our car. Since we booked through a third party, nothing could be done to make up for Home 2 Suite's poor treatment. Valerie was heartless and had no customer service skills. She could have called before canceling, and she wasn't apologetic, helpful, empathetic, or even nice. Dana's explanation and lack of help made the whole thing worse. I'm in a large family that travels a lot, and none of us plans to use Hilton again. Valerie, you need empathy training, not just process training. You showed no commitment to customer satisfaction.