Home2 Suites by Hilton Roswell, NM

The quiet location, several blocks from any major road, made for a great night’s sleep, and the beds were comfortable. Front desk staff were pleasant and helpful. But the EV chargers weren’t working, and I wish I’d known ahead of time. Two were blocked by gasoline cars, so the charging spaces need clearer signs and better enforcement of EV ONLY. The digital key never worked for me, and the plastic keys were unreliable too. I had one redone, then stayed in the room in case it failed again. This was already a problem in August and still hasn’t been fixed. The Smart TV signal also kept cutting out until I disconnected and reconnected all the cables.

The staff were very sweet and apologetic, and that’s the only reason I’m giving two stars. The bathroom shower floor looked grimy, the ceiling had hair on it and looked dirty, as if someone had painted over mold. Outside, the trash was overflowing. We needed a cart, but they were all in use. After carrying our things down, we spotted one sitting in the parking lot. We were also told the hotel is in a high-crime area and that the parking lot had been robbed more than a few times. I’d booked for Christmas Day the night before we arrived. Because we have a special needs son, I asked for a ground-floor room, and the man assured me we’d have one. After a full day on the road, we got there and were told they didn’t offer ground-floor rooms. We were extremely upset and would never have booked if we’d known. Exhausted, we took what we could get. Kids ran around overhead all night, and the desk said they’d speak to them, but it didn’t help. Doors slammed all night too. We love Hilton, but being lied to about something so important was very unprofessional.

We care for someone with special needs and booked adjoining rooms two weeks ahead, expecting the rooms to connect to each other. At arrival we found they were on different floors. Apparently, “adjoining” just means each room joins some other room, which defeats the purpose. The hotel itself is great, like the other Home2 Suites seem to be, but be careful when booking.

The room was the worst part by far. It smelled moldy as soon as we walked in, especially near the bathroom. I sprayed something and tried to move on, but then found the sofa bed covered in hair, burnt popcorn crumbs, bobby pins, and food bits I couldn’t identify. Its sheets were ripped and stained. I cleaned it as best I could, then checked the rest of the room. The door trim was coming apart, the shower handle was hard to turn, the shower door was off track, and the shower caulk was stained with rust. The towels were stained, there was no conditioner in the shower or hand soap or lotion at the sink, and the shampoo seal was broken. The A/C temperature plate was broken off, the bathroom door closed on its own, and our keys deactivated more than once. With just one night and tired kids, we toughed it out, though I felt very uncomfortable. The kids were eager for the pool after our long drive. The pool was nice, but we could only stay about 10 minutes. Its entrance door was tricky and the lock didn’t work properly. Inside it felt like a sauna because the indoor pool room’s A/C was broken. It was so hot my phone gave me a temperature alert, and I rushed the kids out because I worried I’d get heat stroke. Even before we got to the room, there were problems. I’d checked in digitally the day before but never received a digital key. At arrival, the clerk told me it hadn’t worked for a while. I asked about tea in the lobby, but there was no coffee or tea. The clerk said the hot water supply had been broken for months, so I figured I could make something in the room and wondered how breakfast would work. After that, breakfast was very limited and poor: one waffle iron tucked in a tiny corner, hard bagels, an empty yogurt station, and no breakfast sandwich station like the ones at every other Home2 we’ve stayed at. The only good part was the coffee, and somehow the hot water was working again. The hotel looked very clean and the service was alright, but overall it was a bad stay. We love Home2, but will avoid this location because management is severely lacking. I’d like management to follow up and return my points.