Home2 Suites by Hilton Lagrange

Toni made us wish we had another reason to visit LaGrange, GA. We came back one evening from a wedding we'd flown out to attend and she'd just baked several loaves of banana nut bread. The lobby smelled wonderful, and another guest asked about the bread at breakfast the next morning. The woman working the breakfast bar was friendly and helpful as well, though I can't recall her name. The people here made the stay feel like being house guests, and they looked after our comfort at every turn. Jenny got things off to a good start, even though the hotel's booking system was down when we arrived. She got us a room as soon as she could, and we were well cared for through the hiccup. The room had a fridge, dishwasher, microwave, iron, and more. When one guest laundry washer seemed to have standing water, a handyman on staff took care of it pleasantly. Jenny also helped when I thought I'd lost a couple of quarters in the dryer. Everyone seemed ready to keep things running smoothly. On our second morning I struck up a conversation with a man I thought was another guest. He turned out to be the night manager, and he added to the experience too, although I don't remember his name. This was my first stay with the Home2 Suites brand, and one of the best hotel experiences I've had, possibly the best. The site only lets me give five stars, though I'd give six, especially for the outstanding staff.

Mrs. Toni made my family feel so welcome when we stayed for the weekend to visit Great Wolf Lodge. We had a great time here, and I'd definitely choose this hotel again on future trips.

On our way back from New Orleans, my husband and I stayed here and enjoyed breakfast, too. The desk woman who greeted us was kind and helpful, and gave us great ideas for dinner. This was nothing like the hotel we had stayed at in the French quarter. I highly recommend this place, and Gail puts on a hell of a spread and was lovely to talk with.

I was extremely disappointed by how this was handled, and hope someone higher up at Hilton reviews it and does what is right. Policies matter, but some basic human understanding matters too, especially during a situation like this. We booked Home2 Suites by Hilton LaGrange for Easter weekend to visit my husband's 84-year-old aunt. Two days before check-in, we learned she had tested positive for COVID-19. Worried for her health and for our household, including a child still in school and family members who work, we decided not to travel. We contacted the hotel right away, explained the unexpected medical emergency, and asked for a one-time exception to the four-day cancellation policy. We even had documentation. When I spoke to the manager, Nicole, she said she couldn't speak with me because there was already a case, then ended the call abruptly before I could fully explain. This wasn't poor planning or a last-minute convenience. I rarely leave reviews, but felt this needed to be shared.