Home2 Suites by Hilton Edison

On 2/20, I arrived to check in with my kids, only to find the systems were down. Amee at the front desk wasn’t sure which rooms were occupied or ready, so she said she needed to check each one. I waited patiently while she did that. About 15 minutes later, she told me room 419 was available and said she’d have to open it with her master key because the systems were still down. She couldn’t take payment yet, which was fine. When she called me back to pay, I noticed I’d been overcharged. She agreed, saying the reboot had charged the regular rate, and offered to refund me. She then said she’d refund the whole amount and charge me again. I still hadn’t received my $470 refund when she tried to charge another $397 plus $50 for incidentals. She told me I had to pay again or leave. I had to pay about $450 on top of the $470 already charged. It felt like a total ripoff, and it ruined a kids’ birthday weekend. I’ll never book there again, even though my family and I often stay with you. You’ve lost good-paying customers. It’s also insane that a manager couldn’t speak with me until the weekend was over.

At Home2 Suites Hilton Edison, they keep the place tidy and maintain the rooms every two days. The breakfast selection and service were good, and Adrianna in the restaurant was especially attentive. She checked the menu items regularly and quickly prepared more when anything ran short. Everything was fine, and I had a pleasant stay.

I couldn’t find a parking space at the hotel, even though they charged $5 a day for parking. I had to risk being towed by using the Red Roof lot. Parking was awful, especially given the fee. A customer service rep told me the hotel isn’t obligated to mention the parking charge when people book, because it’s listed on the hotel website and third-party booking sites are responsible for including it. I think parking should be free when a customer is spending a certain amount on a room. The hotel itself was nice, and customer service was okay, though some reps had an attitude. The room size was fine, but the carpet and tile were dirty. I arrived in white socks and left with black ones. The floors hadn’t been swept or mopped. The Home2 Suites manager needs to check the rooms after housekeeping.

The staff were really helpful and friendly, especially Jerel, who went out of his way to make sure I felt safe and comfortable. I appreciated his care. I enjoyed my overnight stay at Home2 and like having home comforts such as a fridge and microwave while traveling. I’ll stay here again the next time work brings me to Edison.