Home2 Suites by Hilton Jackson, MI

My $20 charge was eventually refunded, but getting there was a frustrating mess. I’m a longtime Diamond member, the highest Hilton tier, and expected much more professionalism from Manager Angela. Hilton Honors told me late checkout has to be approved by management, and another Home2 employee later confirmed there isn’t a guaranteed automatic charge after 11 a.m. Yet Angela first said the system automatically bills anyone still in the room after 11, then said she had to review camera footage before refunding me, even though she had already agreed to reverse the fee. After I called again, she said she saw I’d left at 11:36 a.m. and would issue the refund. Hilton Honors also said it would reimburse me if needed and award extra points for the trouble, but I don’t know whether those points were actually added. Here’s what happened: the front desk called at 11:15 a.m. to remind me to check out. I said I’d slept late but would be out in about 15 minutes. The man told me staying until noon would cost $20, and staying from 1 to 2 p.m. would cost another $20. I declined. I was walking to my vehicle at 11:36 a.m., and guests can’t check in until 3 p.m. About an hour later, I saw the extra $20 on my card. I had neither stayed until noon nor agreed to the charge. When I spoke to Angela, she said only the manager could authorize the fee, but also claimed the system charged it automatically. She offered to reverse it “this time” and asked me to allow 10 minutes. I called Hilton Honors right away. Their agent said there was no automatic charge and would contact the manager. Later, the agent told me Angela wanted to check the cameras to confirm when I left. I asked Angela why she’d changed course and told Hilton Honors the refund depended on whether I’d left closer to noon. She talked over me, and I told her the handling was unprofessional and felt like an improper card charge. She eventually confirmed the refund after checking the footage. That same day I stayed at another Home2 in a different city while traveling. A staff member there said late checkout charges need management approval and that Hilton properties follow Hilton standards, even though they’re franchised. It’s upsetting that I heard three different explanations over a $20 fee when I’d told the first employee I’d be leaving shortly. Angela needs more Hilton Properties management training and shouldn’t state things that aren’t true. I wonder how many guests have been charged under this supposed automatic rule, and who is triggering it. Clowns! JJ Diamond member

I won’t be coming back after this stay. When I had to leave early for a work emergency, the staff offered no flexibility or real customer service. The room was poorly cleaned, with such a strong masking odor that breathing was difficult. Staff confirmed they’d had ongoing pet odor problems. There were also several maintenance and safety issues: a broken security lock, broken fitness equipment, and hazardous potholes.

We were here for three weeks while lead was being removed from our home, and the family had a good extended stay. The pool was a nice place for the kids, and the staff were very friendly. The front desk clerk, whose name I think was Gabe, was especially kind to us and our children. Breakfast was fantastic at first and great if you’re only staying a few days, though it got repetitive after about a week. This is a really nice spot for a stay of a day or three, and we’d recommend it.

We really liked how the hotel is close to everything in Jackson but still feels tucked away among greenery. There’s a nice patch of green space right beside it for taking Waffles out. My family and our dog had a great stay, with friendly, professional staff, a charming building, and an awesome included breakfast. We’d come back to Home2 Suites if we’re in Jackson again.