Home2 Suites By Hilton Troy, Al

I stayed here with my kid on Christmas Day and had no complaints. The hotel was nice and very clean, and the service was wonderful, including when I had to cancel a room because I was sick. They gave me no trouble. Breakfast was hot, amazing, and complimentary. This will definitely be my hotel when I visit family there.

On my first business trip to Troy, AL, I spent three nights here. The room was modern, clean, and the hotel seemed new. Breakfast was decent. The location was handy, with a Publix supermarket and a couple of restaurants, including Baumhauser’s, within walking distance. Troy University was about a 5-10 minute drive away. They still seemed to be working out some operations: sometimes nobody was at the desk, the coffee wasn't refilled promptly, and my colleague had to move rooms because his door wouldn't lock. Still, I thought it was a good hotel and would stay again on another trip to Troy.

I've stayed here before, but this was the worst trip. The room seemed new and was nice, and the night manager who took our reservation was friendly and helpful. The problem was the staff and the breakfast. It was inedible: the waffle batter dispenser was broken, the grits were a hard, uncooked mass, and the eggs were leathery. The cheese slices looked like they'd been left above 40°, were discolored, and there was no visible thermometer. The toaster didn't toast, bagels were very hard, and one tub of cream cheese smelled and tasted sour. Several tables and seats were plainly dirty. Meanwhile, the three young women at the front were caught up in an amusing conversation. This wasn't a facility problem, it was a lack of professionalism from the employees.

We'd had this reservation for a month, but our newborn got sick this week. I called the hotel, and Priceline also called to ask whether we could cancel. I wasn't even asking for a full refund, just not to lose the whole $200. Priceline said the front desk had spoken to them and the manager refused, which he confirmed when I called. That $200 gets you two beds for less than 24 hours, from 3 PM to 11 AM. And why would I cancel without getting any money back? So they can earn twice from the same room? If I have to pay, it can sit empty. I wasn't born yesterday.