Home2 Suites by Hilton Indianapolis Northwest

The breakfast was a make-your-own sandwich setup, and both the sandwiches and oatmeal were good. They also had waffle irons and cereal. The rooms were clean and modern, with lots of conveniences.

There were only two luggage carts for a hotel serving well over 50 people. I asked the front desk and was told that was all they had. Guests are already paying, then have to haul heavy bags around the hotel. I saw so many older people struggling with their luggage. Please do better.

Mark and Jordan made sure the room was right before I even got to it. Even though I'd checked ahead, they insisted on going up first to double-check. The room was perfect, and both of them were professional, attentive, and observant throughout our stay. The breakfast bar was tidier than most, with plates, cups, and utensils in cubbies instead of sitting out. I paused for a moment looking for something, and Mark asked what I needed so quickly that I was surprised. That's customer service. My husband and I stayed overnight recently. I'm at Hilton properties a lot, and 99% of the time there's a major problem unless it's a place I visit regularly. I'm severely allergic to feathers, life threatening, and I put that in my booking notes and request feather removal before arriving. I also call the day before, yet almost every time there's still a feather pillow in the room. If I travel that route again, I'll make a point of staying at this Home2Suites because of Mark and Jordan's professionalism. Thanks to you both. You redeemed Hilton after I got a feather pillow at another Hilton the night before.

I canceled my hotel night by 1pm after a medical test was canceled. I'd previously changed the date when the test was moved, and the desk clerk had told me the deadline was 1 pm. The clerk was rude and didn't tell me I'd be charged. I called back to speak with the manager, but the same rude clerk took my information and no manager has called. It's been four days. I'm a silver member and loyal customer, but I'll find another chain in the future. I've called twice since they left a message here, and still no callback from a manager. If you have an issue, don't expect help.