Home2 Suites by Hilton Baton Rouge Citiplace

I am writing to formally escalate my complaint regarding my recent stay at Home2 Suites by Hilton Baton Rouge Citiplace, where I checked out on March 3, 2025. As a Hilton Honors Member, I expected a high standard of service, but my experience was one of the worst I have ever had. Despite raising my concerns multiple times with hotel staff and management, I was ignored, dismissed, or given unacceptable excuses. My family and I endured five miserable nights due to the following issues: Wrong Room Placement: I specifically requested a top-floor room (5th floor) but was placed on the 2nd floor. We experienced constant noise disturbances from Room 310, with running and thumping all day and night. Despite complaints, no action was taken. Technical Issues: We had no internet access (ethernet) and were unable to use the HDMI inputs, as the system was not authorized. The manager provided excessive and inconvenient steps that still did not resolve the issue. Bathroom Issues: The toilet would not refill, and I had to personally instruct the manager to have the maintenance technician replace the internal parts instead of just offering temporary fixes. Housekeeping Neglect: Our rooms were not cleaned or properly stocked on three occasions, forcing us to repeatedly ask for essentials, only to be ignored. Health & Safety Concerns: We found mold in the rooms, which is unacceptable and a potential health hazard. Poor Staff Service: The night staff was unfriendly and unprofessional, prioritizing cell phone use over assisting guests. Lack of Amenities: There was often no regular coffee in the lobby, the gym had no towels, and the pool was dirty and cold, making it unusable. I reached out to Hilton Guest Services, who offered 20,000 points and one comped night per room. However, this does not come close to making up for our horrible five-night stay. Given the extreme inconvenience, poor service, and documented issues, I am requesting a full refund for both rooms. I have photo and video evidence of the conditions and service failures at the hotel, which I am prepared to share publicly if necessary. I hope Hilton will take this complaint seriously and resolve the matter appropriately.

Surprised there are not more reviews. This is the second time staying here. Accommodations were great! Bed comfortable, very clean, plenty of space and always like having a kitchenette! Superb customer service, check in was quick and easy, no inflated pricing! Also pet friendly without the outrageous pet fees. Will definitely keep this one on the list !

Very nice place and so clean. The night worker Keith was very helpful with everything and he even came out to help us out with something in my truck from getting rained on. I highly recommend this place will stay here again when i come back that way. This was our second time to stay and have enjoyed it both times.

Upon arrival there was a very fresh clean smell as soon as you hit the the lobby which was rare and wonderful. Check in would’ve been a breeze had there not been a conflict with housekeeping about which rooms were clean or not. I was advised this was due to a new housekeeping manager. The clerk at the front desk was very nice and apologetic. The king room was as spacious and clean. There’s no ice trays in the fridge but of course you can get ice from ice machine.Bathroom was very roomy, shower can fit 2 people. They definitely need better pillows. There is highway noise being that they are right next to an interstate but it wasn’t bad for me. We stayed 3 days and day 2 our room hadn’t been cleaned so I assume due to Covid it’s still upon request but I thought things were some what back to normal and wasn’t advised upon check in that housekeeping had to be requested. So I asked for my room to I be cleaned at 11:30 by 3:30 no one had come to clean our room. Went to the front desk to address this situation and was advised housekeeping HAD LEFT FOR THE DAY!!

25 plus year Hilton Honors member review: The hotel looks fine from the outside. The lobby looked clean and fresh. However, I was unable to negotiate beyond the rude and generally unfriendly individual at the front desk. I had read the review about staff shortages and substandard front desk support, but I wanted to stay there a week plus and needed a kitchen, so I took a chance being confident it could not be that bad. My past experience with Hilton chain stays (500 plus) rates in the high 90 percentile of completely satisfied and so I am not knocking the Hilton chain of hotels… just this one. I contacted Hilton, cancelled my reservation and found another hotel. I would rather sleep in the car than support an operation like this one.