Home2 Suites by Hilton Norfolk Airport

Came here on business and I was extremely pleased.The lobby has a mix of colors that does show that it is a "hip" place for a younger crowd and it was extremely clean.Check in was a breeze and painless.Upon entering my room, I was greeted by warm temperature considering it was getting colder and I appreciated it very much.The small kitchen and glassware that was provided looked very clean with no water marks so it shows that they did clean it very well.The room itself was extremely spacious, like you can have a group of 10 if you wanted to hang out in the room and not feel cramped.Plenty of USB ports and power outlets for your usage. The curtains and blinds were all automated by a button by the wall so you don't have to pull on a string to manually lower it or raise it.The TV made me feel very welcomed, it had a greeting message for me that had my name on it. Felt very personalized and welcoming due to these little details.Stay was comfortable and quiet.Will definitely come back for business and pleasure.

Pleased! Yeppers super pleased. The him and I needed a quick place to stay overnight and this hotel was just the spot. It is pretty new which you can tell by the features. The hotel has an indoor pool, a workout facility, washing room, beautiful outdoor lounge areas, and breffis every day!!!! Whooop! The rooms are quite cozy with a kitchen, dishwasher, a small couch and a bed, there is a separator between the bed and the couch for a bit more privacy. I've noticed other reviewers complain about housekeeping, but I'm pretty sure they missed the premise of this hotel. It is supposed to be like home or a long term stay, meaning they don't want to bother you, but they will replace things if asked. If I ever needed to, I'd go back.

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! Mrs. NRPost Note:Not shocked to see, via this Yelp review page; that this was not the first time incident over same topic or staff interaction.

Pretty hotel sure but horrible service. Stayed here for 5 days and literally no housekeeping service once. Went to the front desk requested service and was told I had to wait at least 24 hours for my room to be cleaned. Okay. No problem. Two days come and go and still nothing. Go to front desk again and they inform me they had no notes saying a request was put in. The woman at the desk was monotone stone faced and rude. Didnt offer to clean or anything. For $200 a night I shouldn't have to throw away my own trash. Like come on. Oh and literally no pressure in sink faucets. Like at all.

Smh poor staff who don't care about the guestTrashy and dirty right in the lobby sticky floorsLow low water pressure in the roomsRan out of waffle mix batterRan out of plastic utensils to eatCharged me 2x for the room incidentalHERE IS THE UNBELIEVABLE PART....Double booked rooms we had 2 rooms reserved and I requested them to be next door to each other they put one on the 3rd and one on the 5th well the room on the 3rd floor was occupied and locked from inside!!! And when we went to open the door the inside lock stopped it and you could here the people inside shocked as they were doing adult stuff!!!!yup gave us room keys to a room they thought was empty I immediately requested a refund from the night guy(Stephen??I think was his name light skin guy) and the lady in the AM(Halle was her name)was told they have to wait for manager to work on Monday it was 230am and we we're to tired to try and find another hotel to staySave your money and time the headache this place will cost you I'm a Silver Member and find it hard to believe this is associated with the Hilton Brand worst stay I have ever experienced

Stayed here on an overnight while passing through. Clientele is a mix of people visiting family (military and not), passing through, visiting the beach, etc. It's a mixed bag.My interaction with staff was very friendly. Room was very clean. And AC worked very well. Water pressure lost a whole star. Might be the worst I've experienced at a name brand hotel (we were on floor 3...maybe better on other floors).Would I stay again? Sure...but I'm glad I have short hair or that water pressure would have taken 4 hours to get the shampoo out.

We enjoyed our stay here. No problems with the staff, cleanliness, shower, and/or AC. Breakfast is 6:30-9:30 am. The location is near everything: shops, grocery, restaurants, retail stores, outlets. We were visiting because of softball. Everyone was nice. The staff were friendly and seemed to be always cleaning. If you're like me and need to know...no signs of bedbugs so you can sleep peacefully.

We were in town for one night and thought a Hilton brand hotel would be a good choice - turned out it to be a terrible experience. We arrived in the evening so the lobby was quiet and empty, the front desk representative hardly paid attention to us as we entered the lobby. Check-in was smooth but no hospitality shown at all. Room was decent and hotel seemed clean. Upon departure we observed another guest in a heated discussion with the front desk representative but we did not think anything of it. We continued on our way to the parking lot to find that our car window had been busted out some time during the overnight hours. Whomever broke into our car ransacked it looking for valuables, but luckily we did not leave any in the car. As we were surveying the damage, the guest who we saw in the lobby approached us and said his truck had also been broken into. He was frustrated because it was not the first time it happened at this same hotel. He said the front desk staff and manager did not seem to care so that was why the conversation in the lobby was emotional.We went back to the front desk to alert the representative of the crime; however, the representative did not care nor did she look up from what she was doing to even acknowledge us. She informed us that the hotel was not responsible for such an issue and we should call the local police. She even told us that several cars had their windows broken out overnight. Knowing we were not from the area, she did not even provide the number to the local police or offer any additional assistance. We went back out to the parking lot and noticed that there appeared to be at least four or five other parking spaces throughout the parking lot that had car window glass scattered about. Besides filing an online report with the local police dept, we also sent a message (similar to the above) to the Hilton corporate email address. Several days later Hilton rep replied advising the local hotel management had a couple of days to review our submission, conduct an investigation, and respond. After over a week and past the deadline we were told the hotel management would respond by, we emailed Hilton corporate again inquiring as to the status of our complaint. Hilton corporate replied that the local hotel was not responsible for the security in the parking lot and if we had any issues with the staff then we'd have to take that up with the local hotel management. We then contacted Hilton corporate via live chat option and was told by the representative that the hotel management commented on the inquiry by saying that there was nothing they could do, they advised us to file a police report, and we clearly left our personal items out which caused us to be a target. This response is outrageous and unprofessional! Even after filing several reports and going back and forth with Hilton corporate customer service representatives, nobody from the hotel management has reached out to us. It is so unprofessional for the hotel management to assume we left personal items out that caused us to be victims........absolutely not true. Nothing was taken from our car. We understand that crime happens and the hotel staff should not be responsible for patrolling the parking lot at night, but we would have expected so much more in customer service during this event. We had traveled from out of town and none of the auto window repair shops could schedule us in for days. We ended up getting the window taped up and driving for hours on the interstate on the way home. Such a shame that Hilton staff treated their guests this way.

No electricity in half my room. Maintenance tech said he couldn't fix it. Night manager didn't care and wouldn't move me to a different room.

Stay away from this hotel!!Horrible service!!Refused to offer veteran benefits and charged for a room we no longer wanted after being treated disrespectfully.The host even made the comment "I just work here.It is not MY hotel!Pitiful customer service from a brand new hotel.We left because abuse is not worth paying for but still ended up being charged.We stayed at endless amounts of hotels over time.This one is all that no hotel should ever be.Maya Angelou stated "People will forget what you said.They will forget what you did.But they will never forget how you made them feel.WE WONT!