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December 2023 by Chelsea L
Our stay at Home2 Suites by Hilton Norfolk Airport during my sister's graduation was incredibly disappointing. Despite my usual preference for 4 & 5-star hotels, choosing this Hilton for its spacious suite with three beds turned out to be our worst decision. From the moment I arrived, the hotel operated without sufficient staff, housekeeping, or room service, leaving us to manage everything for our room independently.The hotel's maintenance was lacking, evident in hanging wallpaper, stained sheets, and the absence of an elevator inspection sticker. In a bizarre turn of events, our room became a source of constant complaints from an overly sensitive neighbor complaining non-stop. They knocked on our door at midnight, disrupting our sleep to complain about nonexistent disturbances, like a wrestling match, even when we were simply laying in bed.The staff's reluctance to bring up toiletries and bedding but eagerness to address complaints was perplexing. Workers lacked judgment and common sense. Noise complaints but pet dogs allowed? No cups in the bathroom, mold in the shower corners – we had to scrub it ourselves. Curtains were being hung while we checked in, and no complimentary toiletries such as soap or toothpaste.This was meant to be a celebration, but it turned into a truly annoying and aggravating stay. Adding to the frustration, we were overcharged for an additional night, resulting in an unauthorized charge. Payments were processed randomly throughout the day, raising multiple red flags. The illogical merging of my security deposit fee payment with one of the night payments only added to the confusion.The severe understaffing, with employees working alone without breaks, left us without essential services. This experience fell far below the standard expected from a Hilton establishment.
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December 2023 by Shaun H
The rooms need work. The shower had visible black mildew/mold in the corner. I also don’t like to see someone else hair in the shower or the bed when I get there. I always stay in Home 2 Suites because how nice they usually are and family friendly but, this one needed work. Also, when I walked in to check in, I greeted the desk attendant first and she was not enthusiastic at all to welcome me. The lobby was completely empty and no one else was in line so, I don’t know why she was dry with me.
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November 2023 by Kelly Eichberger
My stay was absolutely fantastic! The bed was incredibly cozy, providing a restful night's sleep, and the room was impeccably clean, creating a comfortable and welcoming atmosphere. Special thanks to the wonderful receptionists, Leila and Keisha, whose kindness and helpfulness enhanced my overall experience. I would without a doubt stay here again.
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November 2023 by Vicky Grodiak
We had a beautiful stay. I loved the room with a full kitchen. The place is so beautiful. My fiance's son is in the hospital in Norfolk so we were only 5 minutes from there. We will be staying there often. This is the best hotel I have ever stayed in. The staff working there were very nice and helpful. A great breakfast. I highly recommend this hotel. ThanksRooms: The rooms are beautiful and had everything we needed.Safety: I felt very safe in this hotel.
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November 2023 by Darlene Johnson
I actually got the room for relatives, but I did interact w/ the staff & saw the rooms...my family enjoyed their stay there....
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November 2023 by Kimberly K.
Mixed Experience at Home2 in Norfolk, VAI recently stayed at Home2 in Norfolk, VA, and while the staff was commendable, my overall experience was mixed. The personnel behind the desk were fantastic, but the limited staff availability was noticeable, especially with no room attendants at night. This forced me to have to leave my disabled veteran husband alone while I fetched items that should have been readily available.Moreover, the breakfast left much to be desired. Frozen or cold sandwiches and a malfunctioning waffle maker made the meal less enjoyable. Unfortunately, the hotel room didn't fare much better - plates with food above shelving were missed by cleaning crew, mold in the shower caulking, stained floors, and thin, uninviting linens made the stay less comfortable.Despite these issues, I must applaud the hardworking staff at the front desk who did their best in the face of short staffing. Overall, an average experience with room for improvement.
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October 2023 by Pete Thorn
Love the Home2Suites, clean decor, above average continental breakfast. This one seemed to have heated pool, 5 stars for that!!! One other location was not heated, everyone posting please mention want heated pool in all locations!
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September 2023 by A W-W
The carpet in the hallways were filthy. I mean so dirty that I felt like I was staying at a low rate budget motel. A stark difference from what I have experienced on the other occasions that I have stayed here. Housekeeping lacked attention to detail; they “cleaned my room” but all trash was left behind. On several occasions during my stay dirty dishes that were collected from various rooms were left stacked on the sofa table right outside the elevator for at least 24 hours. So imagine stepping out of the elevator to be greeted by stacks of dirty dishes and filthy carpet..definitely a subpar experience. This location has such great potential, please keep your carpet clean and fire anyone in housekeeping that is lazy and lacks attention to detail! The location is safe but I must admit that it is weird to look outside my window into somebody’s backyard. I stayed in a one bedroom suite and the amenities in the room, as well as how it was arranged, was perfect; I just felt scornful due to the lack of cleanliness.Walkability: Nothing within walking distance
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August 2023 by noemi r.
FACTS: 2 suites $200 a day x 5days each, close to $1900.INCIDENT: No housekeeping STAFF: 2nd shift front desk clerk, dismissive, disrespectful and unprofessional. DATES: Aug 16- 20 (Rooms 407 & 429)General Manager (GM) C. Luke does NOT called back; as promised. (Two weeks waiting)It seems he prefers WRITTEN REPORT, Here is my incident report.CHALLENGE FOR GM Luke please review cameras of Aug 18th (5pm, 7:30pm & 9pm) and old pertinent records.FACT: At all times, my guests and I were soft spoken, and courteous throughout. After 3rd day, coming from a long day, both rooms were not serviced by housekeeping, same towels for THREE day.5pm incident - my sister approached front desk clerk (male) -stated housekeeping had not service both rooms. He said " You need to tell us 24 hrs in advance".She requested new towels. To which he responded " you need to bring your towels down and I'll swap them"When I arrived, she told me of incident.I called @7pm (your system keeps record)I spoke to the clerk, stated my rooms weren't service and I needed towels for 3 adults per rooms.He says " You need to bring them down". I responded: No I don't, I don't work for you nor Hilton.He says: " Ya'll need to request 24 in advance. I said: This is UNSAT for a Hilton property!!!I then called Hilton Escalation Team, spoke. Hilton specialist was very professional, apologetic as she heard my incident. She called "the property herself" when she returned to call; she assured me that clerk would bring both rooms fresh towels. Clerk knocked door while specialist and I were conversing, I brought all used towels towards the door. He was bothered and did NOT take the towels and told me to DROPPED them on the hallway floor. (!!??!!!)I went to asked him if room will be service next morning. He left.Since I was still with Hilton Team, I asked if she heard, I repeated what he said" I said "I'm not sure whether we will get HK tomorrow"?The Hilton spec. attempted calls for approximately 35 mins... yes! During the call I told Hilton Spec. " if it's required to request HK, wouldn't that be stated upon check-in, right with your Room# is, WiFi information on the card, and breakfast hours are:...spill??? After 2 days, people do need clean Towels and Trash bins!!! What happens to travelers that stay weeks!!!Yes! the call was over 1.5 hrs !! As she continued to no avail to reach anyone at the Hotel. It was Circa 9pm at this point, I appreciated her superb customer service, but I would call front desk and make sure it does get listed. After 3 attempts and no pick up, we went downstairs and the clerk was there. (Your system keep call records)When he saw us, he nodded head up and said "WHATS UP?" (!!??!!)After my initial shock, I asked him if he would make sure both rooms were serviced.He stated, he already listed them by pointing to a binder. I said Ok, thank you.----**GM: CHECK AUDIO/VIDEO ! **Next morning. I spoke with the AM Front Desk clerk (same who checked us in & out) Addressed it to her, she immediately texted GM in my presence. She said the GM would reach me, I left my name, cell and email to ensure interaction. I also suggested that it be part of the "welcoming/Check in verbiage to avoid future issues. I thanked her. I will point out she was awesome throughout the entire stay. Very attentive and pleasant to all guests, mine and others. DEPARTURE DAY: I checked out let FD clerk know I hadn't heard from GM, she said "Oh it will be Monday"Bring it was a Sunday, I said Ok, perfect! DATE: September 1, 2023TWO WEEKS: Management (GM) of this property not interested in customer's reviews. Doesn't follow through and clearly staff reflects his managerial example. Dear GM Luke;There is a yellow sticky with my information on it, call to discuss! This reflects your lack of courtesy & ethics, for the company you "lead and represent"Here is a picture with 5 Powerful Customer Service Phrases, for next staff meeting
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August 2023 by singittou
Hotel is close to airport and on a main road. The room was REALLY CLEAN!The front desk and breakfast crew were very friendly and greeted me every time. Room/suite was a nice size and equipped with everything I needed: fridge, microwave, dishwasher, cookware, dishes, utensils also iron and board Air Conditioning was good and strong, good water pressure and drained quickly. Gym has lots of equipment. Free breakfast, self serve. Free parking. Grocery store nearby. I’d definitely stay there again.
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August 2023 by Russell Biller
The past 2 times I’ve stayed at this hotel have not been good. I stay here for work for the past 6 months on and off. The quality has gone down hill. The rooms are barely clean, and in one instance there was hair in the bed. Several rooms I’ve been in the kitchenette in the room didn’t have any silverware or cups. The air conditioner and refrigerator have been broken in different rooms. Then the final trip I had, I walked in and slipped because they used what I can only image was oil to clean the floor. I had to use 2 towels to wipe it up and even then the floor was slippery. The evening staff are always nice and when there is an issue they try to make it right quickly. It’s just sad that everyone I go down I have an issue. They used to be an amazing place to stay.Rooms: Dirty and broken appliances
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August 2023 by Monica P Grubb
What a great place to stay, very clean, pool was fun, and a great fitness room. Staff was great, and Breakfast was awesome!! A lot of variety including waffles, cereal, oatmeal (toppings) bagels and sausage biscuits! And more:) breakfast also stays open until 10am which was great !
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August 2023 by Catina Boyd
Arrived and checked in at the desk. Was greated by Jason and he explained how we should be mindful because things happens here. But its because people do dumb things, he told me about a lady having $2000 stolen from her car. So that was a red flag for me right away. As the evening progress I found him outside my room door when I walked out I asked " can I help you? He said that he was looking for someone playing load music, which there was no noise on our floor at all. I'm definitely going to keep an eye on my stuff. OMG to top this off I killed a roach in breakfast area.Rooms: Rooms nice size carpet needed cleaning.Nearby activities: Nothing near by..Safety: I feel fairly safe, but definitely won't leave anything unattended based on my observations of staff. And previous experience from others.Walkability: Need a car to go anywhere hereNoteworthy details: Front desk guy Jason is apparently high off of something. Being a narcotics nurse I reconzed it right away. I asked for linen for the pull out bed and he said I just gave you linen. I said no I didn't ask until now. He was reluctant to give me linen as if I was taking them or something.
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August 2023 by Amy Simpson
The lobby and the room were very clean. The room was spacious and had a lovely mini kitchen. Would 100% stay here and any other Home2Suites again.
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August 2023 by A L
Room and overall hotel are nice. Staff lack basic customer service. Upon check-in, the night clerk complained about being by himself and reaked of Marijuana. He was obviously high.
