Home 2 Suites by Hilton Reviews (%countItem)
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Description: HOTELS
Address: N91 W15851, Falls Pkwy, Menomonee Falls, Wisconsin, United States, 53051
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I got a hotel for my daughter birthday at Home2 Suites by Hilton (Menomonee Falls) so she can swim and have fun. I was at the hotel literally 20 min with just me and my kids who was sitting down and got a noise complaint. I was a little set off cause I was wonder how can there be a noise complaint when my kids was sitting down. Then I got a knock @ the do and there was a few people who walked up to my room with their kids to see ***. They stated they asked the front desk for my room number. It still didn’t dawn on me that because they thought a party was happening they complained. Then 5 min later about a few more ppl started to walk in. Keep in mind everyone is just coming in and no partying or anything is going on. So the lady from the front desk came back and said that there was a 2nd noise complaint and one more they have to ask us to leave. Then it dawned on me. We are a group of African American ppl who they think are coming to have a party. At that point I am upset I then went to my house and we celebrated my daughter birthday. After the party we went back to the hotel and swim and went to bed. ?Why did @ 7am while we are sleeping we get at knock at the door and the lady said we got a complaint about noise and we are going to have to have to ask you to leave if we get another one. I said excuse me we are sleeping no one in this room is awake. The lady was sooo rude I was beyond *** @ that point. She stated that they was getting complaints all day and night. Impossible I was literally in the hotel for no longer then 30 min. I told her that I will be contacting someone and her reply was make sure you let them know that you was trying have a party. At that point and got my kids up and we left. This just goes to show that the 2nd they see us coming they will go through all the measures to make sure you know that you are not welcome. Stuff like this should be made aware of too often we just brush stuff like this off and sum it up as it’s just the way of life.
I hope this email finds you well. This statement is in response to the customer concern ID. We had multiple complaints regarding this guest. These complaints came in on two separate shifts and were received by two separate employees. The first and second complaints came from the guest directly below Ms. and were handled by our Guest Service Representative who is African American. The third complaint came the following morning and was handled by our Guest Service Representative who is Caucasian. Based on the noise complaints from guests, including one who was on the floor below them and therefore did not know their race, we feel that we handled the situation appropriately with the guest. I have attached the code of conduct that was signed by Ms.. If you have any further questions, please feel free to reach out to me. General Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Yes the lady that came to my room was African American but she did state some things that I will not repeat that was alarming. She did say they was going to do what they had to do to avoid a party from happening in the room. When the person came to the room the door was open and she seen everyone sitting down and she walked up the rest of the guest to my room so she knew that they was no noise she stated she was just doing her job. She knew it was unfair and that the hotel was going to do whatever it took to avoid people having parties in the room. As far as the last lady that came to my room at 7am in the morning when I was sleeping and no one was up at all and told us we had a noise complaint which was totally impossible. She was extremely rude and I felt as if they was trying to put us out. Please list the times of those complaints. You will notice at during those times there was nothing going on. I was literally in the hotel for 30 min when someone asked for my room and all of a sudden there was a noise complaint. That was not true. I even went to the room underneath me to see if everything was okay and they stated that they did not hear anything.I will be going to the media about this situation.
Thank you for reaching out to the Home2 Suites Menomonee Falls. I have looked into the concerns that Ms. outlined in her statement. It does not align with the values of the Home2 Suites Menomonee Falls. We celebrate our wonderfully diverse team.Our intent was not to have Ms. feel that way. And I'm saddened that she does. As a gesture of our sincerity, I reached out to Ms. on 02/14/2020 and offered her a full refund. Ms. responded on 02/19/2020 with correct amount to be refunded as she originally booked by means of a third party and I did not have access to the original amount. Unfortunately I was out of town the last full week so was unable issue the refund until today, 02/25/2020. I sent Ms. an email letting her know that we did refund her card and gave her the reference number to look for on her statement. If there are further questions or concerns, please feel free to contact me. General Manager