Home2 Suites by Hilton McAllen

I’ve done 56 days here, with four more to go, and honestly it’s a very nice place. Super clean, and the customer service is A++++. They’ve got an awesome GM, and it shows in the whole staff. It’s close to lots of things too. If I’m ever back in the RGV, this is where I’m staying, whether it’s for one night or 100.

My stay itself was pleasant, and the property was clean, comfortable, and what I expected. That’s why I originally gave it four stars. But after leaving, I called about a billing dispute and spoke with general manager Marian, who happened to answer. Instead of handling my concern professionally, she brought up my review and came across as defensive, dismissive, and unprofessional. I expect management to treat guests respectfully and try to resolve concerns. That call left such a bad impression that it changed how I feel about the hotel. I’ve changed my rating from four stars to one. How I was treated afterward matters as much as, if not more than, the stay.

The staff were wonderful, and the rooms are large, bright, clean, and beautiful. The grounds are nice, and the location is convenient. I’d recommend staying here. There are a few drawbacks. If you have a dog, there isn’t a dedicated place for them to go, so you have to use the medians between buildings. Water pressure was very low. I’d had mouth surgery and could only eat oatmeal, which I know isn’t the hotel’s fault, but they made it like water with a little oats. We mentioned it, and they never checked their ratios, which I assume was the problem.

Breakfast was a real highlight, fresh with lots of choices, and the staff were consistently kind, obliging, and friendly whenever we came in. Flor deserves a special mention for helping relocate us and making sure we were looked after. She was exceptionally helpful, and always greeted us with a bright smile. The hotel’s other strengths are its cleanliness, safe feeling, location, and staff. I’d recommend Home2Suites by Hilton in McAllen for business travelers, military, or anyone wanting kitchen facilities or a longer stay. We usually book the other Hilton in McAllen, but it was full, so we tried Home2Suites. When we entered the lobby I noticed a damp smell and asked for a higher-floor room. They said they were booked up, so we took a ground-floor room, where the smell was strong. I explained and they went out of their way to move us to the fourth floor, which smelled fine. Ground floors can have that issue in subtropical places. The rooms were clean, a decent size and suitable for longer stays, though their long, narrow layout has everything lined up on one side. The bed was comfortable, but I hated the nylon sheets and think a decent hotel should use a more cotton-blend sheet. The bathroom was good, as were the amenities, except the lotion hadn’t been topped up. The air and heat worked well, and it was quiet and felt safe. It’s a great location.