Home2 Suites by Hilton Dothan, AL

The breakfast was disappointing: the hot food was barely lukewarm, the cold food sat at room temperature, and there weren't many of the choices I usually see at Hiltons. The room itself had a broken toilet seat and shower rod, ants on both sinks, and little bugs fell out of the bath towels when I picked them up. That scared me at first, then I was just mad. The plastic window covering didn't cover the whole window, and the air conditioner wasn't working right. It was set to a 68-degree minimum, yet the room was hot even at that setting. I knew how to unlock and adjust the thermostat, but that shouldn't have been necessary. The whole place smelled strongly of cologne, apparently covering up a musty, dirty odor, especially in the stairwells. The smell gave both of us headaches. The halls were unbelievably dirty, with peeling wallpaper and marked, dusty walls that looked like they were never cleaned. On top of that, they had oversold the night, so we didn't get the king room we'd reserved months earlier. The front desk woman was very nice, though I was unhappy about the room mix-up. This is an old, dirty, poorly kept Home2, and a bad reflection on Hilton. We like Hiltons, but I'd warn people to avoid this one.

At around $200 a night, this was a complete disaster. The TV was broken, and neither the sink nor the shower would drain. The general manager, “Jack”, said he'd refund us, then refused to do it. You can't promise someone one thing and then go back on your word. Conveniently, “Jack” didn't have a business card either. I'm a Hilton Honors member, but this isn't a Hilton property. Do yourself a favor and stay somewhere else. Jack, do better.

Breakfast was cold each day, and the lobby coffee never got hot during our three-day stay. The fitness room was dirty and neglected too: no water in the fountain, an empty sanitation station, and no towels. When I raised the problems with General Manager Angela, she seemed unaware of them. She also said the owner wouldn't even let her eat from the breakfast buffet, which surprised me. After all of that, the only thing offered to make it right was a complimentary chocolate bar. The room problems started with carpet in our first room that was saturated, not just damp, and seemed unsafe. The next room had a door that wouldn't lock, a serious safety issue. In the room after that, the shower door was falling and there was no soap. It's no surprise to me that this property has a low Google rating. It needs major work on maintenance, cleanliness, and customer service.

Dear Management and Owner, The check-in experience set an unpleasant tone. I dealt with two front desk staff members, and both came across as unfriendly and lacking understanding. I expected a more welcoming, accommodating approach and hope that can be addressed. There weren't enough towels in my room. When I asked for more, I was told the hotel was low and waiting for a shipment. My bathtub also wouldn't drain. The clerk was willing to move me from room 307 to 305 around 11 pm, but the disruption was inconvenient. She later came up to inspect the tub in 307 and ask about the sofa bed bedding. I explained that I'd moved it to 305 with the towels. I also checked out a hot plate from the front desk, but the bag was missing the skillet that was meant to come with it. When I asked, I was told staff usually check that it's included. The clerk then took a long time to bring me one, seeming irritated with me. These repeated problems made my stay fall short of what I expected. I'd appreciate a response about how you'll address them and prevent the same issues for future guests. Sincerely, Shirley Bradley