Home2 Suites by Hilton Cartersville

STAY AWAY FROM THIS HOTEL! Check-in was a nightmare. Rates were supposed to be AARP rates, but varied by more than $100 each night. Checked out early, but was charged for the night, after being told I would not be. Attempts to get it rectified were not responded to after multiple phone calls, emails, commmunications with Hilton Guest Services, and even the hotel management company. When attempting to call the hotel, someone would answer and then hang up.

Hotel has cockroaches and is very nasty. Mgmt unwilling to help. Floors dirty and hair in beds. Room smells musty and air conditioning hardly worked. Offered us a new room then sold it following day. Robert would never call us back. Hotel has gone way down.

Check-in went well. Night desk clerk was very nice. Room smelled fresh, and hotel was quiet. Went to the included “breakfast.” No juice, milk dispenser broken. A toaster with 3 slices of bread next to it. 4 apples wrapped in plastic. A waffle maker with no batter. Quaker instant oatmeal packets, Teaneck coffee. There was an English muffin pre-cooked with some sort of egg on it, which was rock hard. I asked the attendant for something to drink. She said that her manager hasn’t ordered it, so it’s her fault. I went to the front desk to complain, as the breakfast was inedible, not stocked, and nothing to drink. I asked, “What am I paying for?” And asked for a partial refund. She gave me a bottled water, and told me her manager would return in 2 days. Other people were lined up to complain. She was rude to all. We checked out that day. She told me the manager would call me. It has been over 2 weeks. Called Hilton Customer service to complain. They said that I should wait for the manager to call, and the have no control over it. They did give me 10,000 points. I filed a dispute with my credit card company, so hopefully, I will get a response. There are plenty of other cheaper hotels in the area. Save some money, and stay elsewhere.

Hotel seemed nice when we walked in. Hotel was quiet, despite being sold out. Went for breakfast in the morning. No juice, milk machine not working. Another guest went to the front desk where clerk gave him bottled water. There was instant oatmeal, but no spoons. 2 waffle makers, but no batter to make waffles. I asked the attendant for batter, and she walked away. The other guest again went to the front desk, and the clerk found the attendant to get batter. There were 2 slices of wrapped bread available with a toaster. There as also a premade sandwich—English muffin with an egg. Nearly broke a tooth on the English muffin and spit it out. We attempted to get a reservation at a different hotel, but there was a sports conference in town, and nothing was available. We were stuck at this place. On our second day, we ate at McDonald’s next-door. On the third morning, we tried again. Again, there was no juice. We asked the attendant again, and she snapped back, “it’s on back order. The regional manager is supposed to order it and she hasn’t done it.“ I suggested that they go next-door to the convenience store to buy orange juice for the guests, and she said, “take it up with the regional manager.“ We were told that the manager would be coming in at 9 AM on Monday morning. At 10:15 when we were checking out, there was no manager. The desk clerk explained, “we don’t have a general manager because we’re undergoing renovations. We do have a regional manager – – she was supposed to be here today, but might not be here till Wednesday. Don’t worry. I’ll have her call you later today.” I’m writing this on Wednesday night, and I clearly have not heard from the manager. We have complained to corporate, but they asked us to let the manager handle it. Nobody cares – – not the Front desk, clerk, the breakfast, attendant, the manager, or even corporate. It’s not the hotel that needs the renovation, it’s the staff’s attitude. I expected better from Hilton. Our teammates were staying at the Hilton express suites at the next exit. They love their hotel, stay, and their breakfast. It was also less expensive. I wish we did the same.

Room smell gross, stunk of mold and we found bugs in multiple areas of the room. Staff was indifferent. We couldn't change rooms or cancel our reservation because every hotel was sold out. Breakfast didn't have water and the juice machine was broken. Worst Homes 2 Suites we've stayed at. For the money I spent I could have got 2 rooms at another hotel with better service. I can't believe this is associated with Hilton. The Manager couldnt be bothered because it was a weekend, and I never received an email or got a call. Do better or get fired!