Home2 Suites by Hilton Chantilly Dulles Airport

"I am more than frustrated with my experience with the general manager. I want to ensure I state that the service is specific to the general manager and the man that works overnight that never is at the front desk. I just submitted a complaint to the BBB after waiting patiently to hear from the general manager. I did have a wonderful experience with the cleaning, maintenance, and front desk staff HOWEVER I had to go to the ER unexpectedly and was admitted to the hospital. At 12:23 AM the night I was admitted, I was called by the front desk to notify me that I had to be at the property at 10 AM because pets could not be left alone. I was exhausted from being in the ER and being admitted to the hospital and had just fallen asleep. There were multiple pets barking and left alone in the hotel to include a huge dog in the next room over- I never complained about it, I love animals. I made sure my pet's needs were met before I left with paramedics by providing extra food, water and cleaning her box. I had to leave AGAINST MEDICAL ADVICE from the hospital because the general manager threatened my pet telling me I needed to be there at 10 AM. I spent tons of money to stay there and we cannot control when there is a medical emergency. Additionally, I called Hilton as a Hilton Gold Honors member and was told I would hear from the general manager within 3 days. Today is day 14!!! I am embarrassed for this individual- terrible customer service- and I have worked in retail as a manager. If a pet cannot be left alone, they are not being consistent with their policy. How is it ok for one pet to be left alone versus not? I could hear when the person next to me would leave their room and their dog was barking. It was super cold outside and if their policy is a pet cannot be left alone THEY NEED TO COMMUNICATE THIS UPON CHECK IN so the person staying there can hire a pet sitter, which by the way, it is impossible to hire a pet sitter at midnight from the hospital!! Additionally, whether it is winter or summer, they are putting an animal at risk when someone goes to the grocery store as an example because if their policy is that a pet cannot be left in the room, THEIR CUSTOMER has to lock them in their vehicle if they do not know this policy or have a pet sitter- I trusted the property to not hurt my pet and she was in the room. The cleaning staff was very careful to ensure my pet did not get out of the room as was the maintenance staff. The other Hilton property I stayed at loved my pet and I could leave her when necessary. They were fantastic. I WOULD NOT RECOMMEND this property if you have a pet. If you are looking for location, it has a lot of places to eat very close by (and even just a tiny bit away there are some amazing restaurants) as well as a grocery store about 5 minutes away. There is a Walmart nearby too- roughly 12 minutes away, if you happen to forget something in your travels. I also agree with one of the other reviews, the cleaning staff is super nice helping with washing any dishes that happen to be in the sink. There are a number of gas stations nearby as well. Location is great and in a good/safe area. It's sad that the general manager is such a bad example of customer service but nonetheless, I wouldn't recommend this hotel to people that have pets. The other property I stayed at very clearly communicated their pet policy with an adorable sheet which was so cute, I kept to try to sketch the animal that was on it. Additionally, that location was so amazing, I sent an email of gratitude to their general manager. I prefer positive experiences- unfortunately this location was not positive. It is going to impact me financially having to pay for leaving against medical advice since I was threatened about my pet. Policy or not, it was not communicated to me upon check in and that is the general manager's responsibility to train the staff to consistently train the staff interacting with the guests/customers staying there. Without the customers, his/her job wouldn't exist."

"So this was a mixed stay. First night the staff up front barely spoke to me. She had a friend there sitting on the counter next to her. She rushed through getting me my stuff like I was interrupting her conversation with a friend. The room had not been cleaned the bed had a stain and someone left stuff in there. My room was changed and things went much better. I went to the same person working the front desk to buy a water bottle she then gave me a gift bag that she should have given me the first time because I’m a Hilton honors member. The rest of the staff that I dealt with was extremely polite no issues with them. Whenever I needed something they helped out immediately. The cleaning was fantastic they even washed the dishes in the sink. The only other things that I would complain about is that the gym never had cups for water and that the elevators expired in October. They said it would be fixed while I was there and they posted signs and it was not fixed"

"Kimberly at the front desk is awesome and fast. Housekeeping leaves a lot to be desired. I found a dirty wash cloth in the bathroom, the shower was filthy, and there were food particles on the countertop in the kitchenette. The table has one leg broken on it, and it doesn't roll on the casters. They have direct TV here and the weather was horrible the night I arrived, therefore only local channels, no satellite. The towel hooks I. The bathroom are falling off the wall and dried glue, I hope, all around them."

"It’s always a little anxiety traveling with your pet even if he is a service dog but this hotel and staff treated our king like he was king. The room was clean and it smelled great. It may be slightly dated but it was clean. The A/C heating unit was clean of dust. I always check that since I can get sick when it’s dirty. Breakfast could be more but that’s all hotels since Covid. It’s not like pre-covid. Best staff ever! Always friendly, available and immediate attention. Thank you!!"

"Home2 Suites is modern, clean and comfortable. The rooms are large, the bathrooms are wonderful, and Hilton has gotten the message that no one wants to step into a bathtub to take a shower. I will choose this hotel for stays in other cities from now on."