Home2 Suites by Hilton Frankfort

We booked one night at Home2Suite in Frankfort, but after this experience we'll cancel our March reservation and stay elsewhere. We usually like Home2Suites, so this was especially disappointing. The check-in issue was late at night. I'd messaged through the Hilton app that we'd arrive around 10 pm, and when we got there shortly after, the desk was empty. We waited and looked for a bell, then called the hotel. A man came out from the back to answer and seemed just woken up. He began with a question that sounded like he was continuing an earlier conversation. Once things were clear and he was more awake, he checked us in. To be clear, he was kind after he got oriented. Our room was missing soap by the sink, and there was no body wash mounted in the shower. I found a bottle on the shower's corner shelf, but it was almost empty. On checkout day, we decided to see if we could stay another night and enjoy Frankfort. The Hilton app showed rooms available, so just after 9 am my husband and I asked the front desk to help extend the booking, hoping to avoid confusion and having to pack and check out. The man there said immediately that they were fully booked, without checking the computer. When I pointed out that the app let me book, he said we had to use the app to extend. His tone and body language felt disrespectful, like I was bothering him. As I went to discuss it with my husband while he made breakfast, the man raised his voice and said he could book us for another night, but we had to hurry and do it right then. He kept pushing, and the pressure felt gross. We politely declined and packed up, loaded the car, and checked out. At the desk, reservation papers with guest information and a separate notes sheet were visible to guests. Those five minutes on checkout morning were uncomfortable and cringey.

After a week and a half, the property still hadn't followed up, even though Hilton corporate asked me to reach out and I already had. I'm sharing this in case you're arriving late and need a dependable, working room. We've stayed here twice on longer road trips, and the same problems came up both times. The front desk was often unattended, and its phone didn't work, so getting help was difficult. The TV and internet had problems. We were moved to another room, where the same issues remained and the room wasn't clean. When we brought it up, the response was dismissive. Other reviews made these problems look recurring, not like a one-time fluke.

Everything was good until our last morning. While we ate breakfast, the woman kept opening the front door and letting cold air into the lobby. When we loaded up afterward, she turned off the lights under the breezeway. I don't know what her issue was, but it needs to be addressed.

We had a big room with a kitchen, living room, and separate bedroom, and the staff took care of problems right away. Breakfast was good, the location was convenient, and it's pet friendly. All the dogs were very well behaved. We loved it and would come back.