Home2 Suites by Hilton Wilkes-Barre

The location of this hotel is not clearly visible from the main road. Thanks to our navigation system arrived atop the hill. The front desk person seemed rushed, and uninterested in our questions. We asked for an upper level room but was given a ground level. No explanation of the breakfast hours, pool hours or quiet hours. Just, "here's your key, room is down the hall." Not the best first impression from a Hilton employee. Thanks to the "breakfast staff" and their commitment to their job well done! Room was your average hotel furniture, no bathtub. Interior design colors were questionable, no theme in colors or style. Room and bathroom was clean but housekeeping was only once during our stay. (And the housekeeper advised us to leave her a tip as she saw us leaving with our suitcases!) Photos included in the review shows problem areas. One being the lack of functioning computers, (both out of service and both in full view of breakfast tables. If the computers had been working, there was no privacy because of their location) Stained hall carpets and broken hall lights were unexpected when we paid more than $550 for a 3 night stay.

This place is a dump. Pets rule the hotel. Loud, outside in patio areas. Not a separate area for them like it should be. I like pets but there is a limit when I spend $250 for an night and hear noisy animals. Not acceptable!!!!

This hotel is very modern and very comfortable. Could not think of one thing that this place is lacking… obviously very new and very clean! Beds were comfortable - even the sofa bed! Breakfast was hot and plenty of choices. My family travels often and the number 1 best asset at this hotel is the STAFF. Every person I encountered was pleasant and helpful. One particular employee that I must give a shout out to- Tyler who worked at the front desk. I went down to grab a toothbrush as my son forgot his. Not only was he lovely and helped me out— but he also was being so helpful to so many other people. He was helpful with a smile on his face and you often do not encounter that in today’s world. Needless to say- I would come back to this hotel again and again because of the staff alone! Not to mention all the amazing other things happening here.

I had high hopes for this place being a Hilton property, and brought about 7 rooms of business for this location. On the "plus" side, it's clean, new, modern, the breakfast has variety and changes slightly each day (was there for 5 days). On the minus side, there is a lot of miscommunication, or NO communication. The internet in the room would not connect to a desktop computer, needed for business communications. A young lady from the front desk came to investigate, but she wasn't technical, so didn't know how to resolve it. The next day, I was later given a telephone number that I would have to call to try and resolve their issue. I wound up having to use my phone hotspot to have connectivity, but I never use my phone for data, so my plan has minimal data allowance, so using it for a hotspot was going to result in HUGE personal data charges to my phone. I was, about mid-stay, told that I would get a $17 credit per day for the lack of Internet access. Later, the "story" changed and I was told that was for incidentals. "INCIDENTALS ?" Incidentals are what you get charged at a Motel 6 because they think you are going to steal the towels, or at a low tier hotel where they think you're going to raid the mini bar, but this was supposed to be a HILTON property. YOU AFRAID I'M GOING TO STEAL THE TOWELS, TOILET PAPER AND SHAMPOO? Part of the miscommunication may be that no one you can talk to seems to speak English as a first language. When I checked out there was no credit to the bill, so I told the front desk clerk there was supposed to be a credit for the lack of Internet. Of course... he wasn't empowered to do anything and gave me some song and dance that because it was with a group I brought there, someone else higher up had to look at it, so I left with the issue unresolved. Do you think anyone called to discuss the issue? Of course not. I wound up calling Hilton Corporate to get some help, they contacted the hotel, and spoke with some manager who claimed it was not brought to his attention- so he felt NO OBLIGATION TO DO ANYTHING. Well...how am I supposed to know that, and why aren't his people who ARE aware of the problem working on it? Fortunately, Hilton Corporate wanted to make it right- SINCE THE HOTEL WOULD NOT, and even came up with more excuses to not claim responsibility. A GUEST should not have to fight for what is right, when something was wrong with the stay. This is after all, supposed to be a HILTON property, not some 4th tier hotel chain. Three days after checking out, no communications from the HOME2, but corporate was right on it and has resolved the issue, even if the HOME 2 wouldn't even own up to the problems. Imagine how great this place could be if the EMPLOYEES AND MANAGEMENT cared about the GUEST EXPERIENCE? The employees and management are the weakest link to the experience, which is very sad. I've stayed previously at the Hilton Garden Inn in Wilkes-Barre, and they truly seem to care about their

I was thinking that I probably spent too much money on this room…but then I realized that I loved the quiet of this place. The bed was incredibly comfortable and the room was just spotless. Then the very upscale breakfast confirmed that I had indeed made the best choice.