Home2 Suites by Hilton Rowlett Rockwall Marina
🏨 Hotels & Travel · Rowlett
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
The hotel failed to provide hot coffee in the morning.
Business reply on Google
I sincerely apologize if this experience with the coffee time has caused you any inconvenience. Based on the time scheduled for refreshing and restocking the coffee station, our night staff starts the process around 4:30 A.M. to have everything ready to serve no later than 5:00 A.M. I am unsure if you are leaving the property before then, please let me know if this has not been your experience. Hot coffee will be placed out earlier in the morning for you. We do not mind taking the extra steps to make your stay better. We are always here to help. Please let us know if we can assist you further. Kind regards!
Hotel overbooked room despite confirmed reservation and payment
Business reply on Google
Hello James, we're sorry to hear about your experience with your booking. You concern is being looked into as this is not the standard we strive for. Please contact https://help.hilton.com/s/contactsupport and (469) 367-4200 to discuss your experience further. We appreciate your feedback and thank you for bringing this to our attention.
The hotel provided a nearly empty tissue box in the room.
Room smelled of smoke and bathroom fixtures were broken.
Business reply on Google
Thank you for reaching out to us with your concerns pertaining to your recent stay. We take pride in our property and your guest experience is very important. Please see your email as I have sent you a message. I look forward to speaking with you and assisting with these issues. Kind Regards!
Front desk staff was rude and dismissive regarding room availability.
Business reply on Google
Hello Patrick, thank you for being a Hilton Honors Gold member and for sharing your experience with us. We're sorry to hear about the interaction you had during your late check-in. This is not the level of service we strive to provide, and the issue is being looked into. Please reach out to https://help.hilton.com/s/contactsupport or call (469) 367-4200 so we can follow up with you. We appreciate your feedback and hope to provide you with a better experience in the future.
hotel room was not ready at the scheduled check-in time
Business reply on Google
Hi Julissa, we sincerely apologize for the inconvenience you encountered during your check-in. Our goal is to provide a seamless experience for our guests, and we regret that we fell short on this occasion. We are actively addressing this issue with our team to prevent recurrence and enhance our guest stay. Could you please reach out to us at https://help.hilton.com/s/contactsupport or call our team at (469) 367-4200 so we may further assist you? Thank you for taking the time to share your feedback with us. We hope to have the opportunity to offer you a better visit in the future.
hotel refused to refund payment for a night not stayed
Business reply on Google
Thank you for leaving us a review. We have refunded the second night of your stay and the incidentals hold that was held at check-in. The pet fee was not charged as promised. We sincerely apologize that this has caused you unwarranted stress. We make every effort to post on all outlets that we are pet friendly and there is a pet deposit. Hope that you were able to find accommodations for you and your family. Kind Regards!
Staff ignored guest and failed to provide assistance during emergency
Business reply on Google
Good Evening: I am reaching out to offer my sincere apology. Every guest is important, and you were never forgotten. The system was still running through the processes and had not completed. Once the system was complete, you had already left the lobby and went to your car. I can only imagine how hard of an evening you were having and thinking that you were forgotten is not a great feeling at all. My hope is that you were able to get settled and get some well-deserved rest. Feel free to reach out to our property and give us the opportunity to Make it Right for you. Hello Princess - We regret to hear about your experience with us. We understand how important it is to deliver exceptional service and to accommodate our guests, especially during this difficult time, and we apologize for any inconveniences this may have caused. Would you mind reaching out to us at https://help.hilton.com/s/contactsupport so we can look into this further? Thank you for sharing your feedback and hope you'll give us the chance to turn things around next time.
Hotel had bed bugs and failed to provide requested accessible rooms.
Staff were rude and the hotel lacked proper cleanliness.
Business reply on Google
Hi Mostafa - We’re so sorry that our service and hospitality did not match the high standard we strive to uphold. We work hard to provide cleanliness and the best experience for our guests, but we missed the mark. We will look into these issues further, and action will be taken to foster improvement. Thanks for taking the time to give us your feedback.
Unexpected early check-in fees and poor maintenance of hotel facilities.
Front desk staff was rude and unhelpful regarding amenities.
Business reply on Google
Hello Tanner- We strive to deliver exceptional service to our guests, but it sounds like we missed the mark during your stay with us. Please contact us at https://help.hilton.com/s/contactsupport if you would like to discuss this further. Thanks for taking the time to share your feedback.
The hotel room was unclean and the staff refused a refund.
Business reply on Google
Thank you for leaving us a review. Please accept our sincere apology that your experience with us did not go as expected. We are consistently working to improve the services that we offer. We hope that your next stay will be awesome. Kind Regards!
unexpected fees and unauthorized charges after cancellation
Business reply on Google
Hi Hayle, thank you for sharing your feedback with us. We understand that unexpected charges can be frustrating, especially when you were given a different quote. Our goal is to provide exceptional customer service, and we apologize if we fell short of your expectations. We take your feedback seriously and are currently looking into the issue you mentioned. Please reach out to our support team at https://help.hilton.com/s/contactsupport or call (469) 367-4200 so we can assist you further. We hope you had a safe and comfortable stay during this special time in your life. If there's anything else we can assist you with, please let us know. We look forward to the opportunity to welcome you back to Home2 Suites.
room was unclean and promised discount was later revoked by management
Business reply on Google
Hello Tim - We apologize for the inconvenience and concerns raised during your stay. We take cleanliness and guest satisfaction seriously and are disappointed to hear about the problems you encountered. We appreciate your feedback and will use it to improve our services and ensure that similar issues do not occur in the future. We would like the opportunity to look into this further and share your comments with our management team. Could you please contact us at https://help.hilton.com/s/contactsupport or call our team at (469) 367-4200?
Staff refused to waive cancellation fee during severe weather event.
Business reply on Google
Thank you for leaving us a review. We are constantly working to make improvements that will make the guest experience enjoyable. We sincerely apologize that you felt like a number instead of a valued part of the community. We take all reviews seriously as we work to be better. We wish you well with all future travels. Happy Traveling!
hotel room was dirty and contained unsanitary items
Business reply on Google
Thank you for leaving us a review. We are delighted that you have chosen to stay with us. We sincerely apologize that your room was up to par. We are working to make sure that this doesn't continue. Please check your email for the information that was sent to you last night. Have a great day!
Dirty room conditions and inadequate supply of towels for guests.
Hotel staff failed to locate or return a lost item
Hotel charged an erroneous no-show fee due to a booking error.
Business reply on Google
Hello Mark McCoy - It's nice to hear that Abbas lives up to our high standards of service, but it seems like we still missed the mark. We're very sorry to hear about the issues with your reservation. We take customer service seriously and we would love to make it up to you. We looked over your reservation and we made the correction on the billing.