Home2 Suites by Hilton Troy

The location in Google Maps needs correcting. Searching for the hotel's name sends you to a different building. The rooms are spacious and comfortable, and it wasn't noisy. Staff were polite and kind. Breakfast was the weak spot, especially on weekends, with lots of plastic.

The location worked well for the area, and the room was clean and kept up. But there weren't many pillows, and when I asked the front desk for more, they said I'd have to wait until housekeeping came the next day. That made for a miserable night's sleep. Next time I'll bring my own, though I would stay here again.

The customer service was awful. We moved here after the Embassy Suites had dirty sheets, and the next day I tried to switch to a larger room. They said I had missed the 11:00 am checkout cutoff. When I asked again the following day, there was another excuse, even though the hotel wasn't full. Our room wasn't cleaned during our three-night stay; Anthony, the manager, said no housekeepers were available. On our last morning they had run out of eggs and sausage at breakfast and said they were “sold out.” I paid for breakfast as part of the stay. Hilton needs to do better.

I've had pleasant stays at many Hiltons over the years, but I'd avoid this hotel in Troy. They charged our room a smoking fee without notifying us and gave no evidence that anyone had smoked. When we called to ask management about the charge, they refused to speak with us or explain it. We also asked for a manager or someone with authority, but they wouldn't give us that information. The person who answered the phone wouldn't provide his name or the manager's contact details either. This was the worst customer service I've experienced at a Hilton, and the hotel didn't meet the Hilton standard.