Home2 Suites by Hilton Atlanta NW Kennesaw

The staff were nice, but I was horrified by the room. After unpacking and showering, I noticed blood all over the tables and cookies on the floor. I couldn’t reach the front desk on the room phone, so I had to call from my own phone. They told me to move rooms, which meant getting dressed, packing everything, going downstairs for a new key, then heading back up to another floor. It was after 10pm and I’d been traveling all day. They could have come to the room to help with the move. I sent them the photos they requested. The room clearly hadn’t been cleaned well. If this hadn’t been a corporate stay, I would have demanded my money back and gone elsewhere. Be sure to inspect your room carefully.

The room was clean and spacious, but the stay left me with a bad impression. At 3:30am, the fire alarm malfunctioned and everyone had to run outside. Guests at Tru by Hilton Next Door had the same problem. Staff only said, “Oops, false alarm folks,” with no apology, and there was no mention of it at checkout. I’d paid a high rate to get a good night’s sleep. Then they added a $6 parking fee, even though this is a suburban mid-scale hotel with plenty of parking. That felt like price gouging. Maybe I’ll go back to Marriott.

The room was filthy from the start: hair, stains, mold in the freezer, and dirty cooking supplies. My fiancée was staying there while on chemotherapy, so it wasn’t sanitary for her. On the third night she found cockroaches. The front desk sprayed poison in the room before moving her across the hall, and said management knew about the bugs but wouldn’t do anything. The hotel comped that night, but she brought cockroaches home, as shown in the video. I asked Hilton customer service for a full refund. Tammy was kind and helpful at first, but the refund never came, even though they were meant to mail a check. My confirmation number was 250129176. When I called back, Tammy apparently hadn’t submitted it. Carleen then spent 1 hour and 28 minutes trying to resolve the issue, but said “the computer won’t let me” reimburse the full amount. They count the comped night as a $144 refund, even though we were never charged for that added third night. We’re owed around $390, but they’re only giving us around $250. I’ll accept a partial refund over none, but a billion dollar company should be able to pay what it owes. Rodney at the hotel was rude and unhelpful, and refused a full refund even though we brought cockroaches home. Hilton tried to help but failed to make this right. We won’t return to Hilton, and neither will our family or friends.

We liked the modern room layout, storage and counter space, comfortable bed, and kitchenette, but the room hadn’t been checked properly before we arrived. There was an old pizza box in the fridge, no washcloths or bath mat, and the shower dispensers weren’t secured because their top screws were missing. Dishes were still in the dishwasher, and we couldn’t tell if they were clean. Breakfast was adequate, though the eggs hadn’t been replenished by the time we ate on checkout day. There were several families and groups, so I understood the delay, but it was still frustrating. We were in town for two nights for an event nearby. The location worked well for restaurants and shopping, though we sometimes heard traffic from the interstate. Check-in and service were disappointing. We got conflicting instructions about parking, first that the fee could go on our room, then that we had to scan a QR code. I hoped we hadn’t been charged both ways. Nobody told us we could park across the street at the mall. The staff member knew we were new, but didn’t explain breakfast, the fitness room, or even where to find the elevator. At other Home 2 Suites locations I’ve felt more welcome and better looked after. We generally like the chain, but with the parking fee, service, and room issues, we’d probably choose somewhere else in this area next time.