Home2 Suites by Hilton Overland Park

The staff were attentive, and the lobby was clean and comfortable for working or eating quietly. We stayed with our soccer team, and the manager came over to apologize that they might not have prepared well enough. That kind of attention to details, including whether there was enough food, showed they cared. The rooms were clean and spacious, and there’s a warm indoor pool for cold weather. The area felt safe, with plenty of places to eat nearby. Breakfast was great if you’re not picky, and coffee, hot chocolate, and free cookies were available around the clock. My one change would be the pillows, which felt too small and thin.

After writing this review, the owner responded and the front desk contacted me about three days later. They had found my keys in the room I’d stayed in. If someone had actually looked when I first reported the bag, this whole thing could have been avoided. The owner said they hoped to welcome me back, but this place has lost our business. I’d stayed here many times on business trips and usually kept to myself. On my last visit, staff walked into my room without knocking on several occasions, then left without explaining when they realized I was there. They didn’t come by to clean, either. I checked out just before Thanksgiving, then realized after landing that I’d left a small bag with my car keys. I called the desk, described it and gave my room number. The man said he’d look and call back, but I heard nothing. I planned to retrieve it when I returned the next week. At check-in, I explained what had happened to the woman at the desk. She said she’d check with housekeeping and call me. After waiting over an hour, I was about to leave my room to ask again when a hotel worker walked right in, without knocking. He mentioned cleaning the floors, but had no supplies in the hallway. Downstairs, the woman said no one had reported finding anything. When I asked if she could call the new occupant, she didn’t want to disturb the guest. I tried knocking myself, but a stranger understandably didn’t answer. With no help coming, I checked out early the next morning and moved to another hotel for the rest of that trip and future business travel. The customer service was deeply disappointing, and people entering my room without announcing themselves made me question the security.

The staff were extremely kind, fixed every problem promptly, and often kept breakfast open past closing to help guests. The rooms were very nice, though the shower pressure was poor. There are many restaurants and some malls nearby, and for Kansas, the location is about as good as it gets, even if the state itself feels like a ghost town to me. The only other thing I’d change is to make the indoor pool warmer.

The location is great, but that’s the only reason I’d recommend this place. The staff weren’t very friendly and barely spoke when we came and went. Hallways smelled fresh right after cleaning, but the smell faded and then the carpet’s stains were obvious. I found a bug in a dresser and showed a video to the front desk. They said a manager would contact me, but no one did. I was moved to another room, which smelled strongly of dog urine, and the carpets seemed long overdue for cleaning. Room service came every other day but never cleaned fully. A couple of days after I got home, the juicer I’d bought during the stay arrived, and there were bugs with it.