Home2 Suites by Hilton - Bowling Green

"I travel a lot for work. As soon as I walked in my stay was ruined. The front desk worker is sitting at a table instead of being by the front desk, he's on his phone. We walk in with multiple pieces of luggage and approach by the front desk and he doesn't bother even looking away from his phone. Once we are standing in front of the desk, he looks up and asks if he can help us with something... (*Sarcastically speaking: No, I just like going to places with luggage and standing at front desks*). We proceed to check in and he asks if the card on file is correct (it is, it is a direct bill to my company), then he tells me that there's an error communicating to a third party like I know what that means, so I ask him, and he says he doesn't know either. Then he continued like everything worked anyway and asks me for a collateral card (like any hotel) I hand him my personal since the collateral is just a temporary charge that disappears after the stay. And he takes it. Then I asked him if the other card went through since he got that error before. And he says that he charged it all on my personal?!!! He didn't even bother to ask if I wanted to run the other card again or anything (which they needed since my HR department in charge of travel arrangements had to approve the original transaction for that card). The hotel representative was very un polite and passive aggressive and treated me and the other coworker who also checked in like he was doing us a favor. And when I complained why he put it in that card, instead of trying to fix it he just tells me that someone else can fix it for me when I check out. Finally walk into my room and there's small details that are not great like a giant Siemens breaker panel in the middle of the room making the room look like I'm in an electrical cabinet. And some pieces of furniture are all broken. But I don't really mind that. The service in this hotel in specific makes me never want to come here again. I AM A GOLD MEMBER OF HILTON, I love staying at hiltons and usually they are great. But this one is really a big disappointment and I am for sure complaining to Hilton. UPDATE: The lady at checkout in the morning was the nicest person ever and had fixed it before finishing our checkout. Hope she was the person we had to talk to last night. Still the other guy left me a bad impression of the hotel."

"Everything seemed great with the room except for the heat. I had the temp set at 76, but the room never went over 64°. It was definitely bitter cold out, and that was a big contributor to it. But that room would not heat up. Also, it was a busy weekend for them as a cheer comp was in town. We were at the pool for well over an hour, and there were never any towels brought out. Even after I made them aware of the fact. But the room was super nice, and the complementary breakfast was outstanding. I definitely wouldn't book a room that is facing the wind again thats for sure."

"Always loved this place before. I have disabilities that require special needs and this hotel was an easy pick for me. This last time I booked through Priceline, and my ESA dog, when I arrived, they wanted a card on file. Next morning I asked to leave late and was told as long as it’s before 2pm. I left at 1:30, thanked them for their accommodations, left. Couple days later there’s a charge on the card I gave them for $168 for my dog and late checkout- absolute bogus charges. 1. The dog was paid for via Priceline. 2. I was not told there would be a charge for late checkout. 3. I was not given a receipt or notified of any issue or extra charges at checkout. 4. I was clear with them when I asked for late checkout by stating “if I have to be charged, I’ll stay another night” - once again, was just told to be out by 2. I left at 1:30. Their customer service center said they issued a request for refund and it would be 48 hours for the refund to begin, nearly 2 weeks- nothing."

"Most importantly, the room AC is limited to 68. If you like a cold hotel room, do not stay here. The hotel was clean overall, with friendly staff, and a decent breakfast. Extremely quiet during the day and night. Issues with my room - shower door would not stay shut, body wash and shampoo not provided. Beds are comfortable, but are queen size."

"The way we were treated by customer service was unacceptable. We had a contract for our stay with our wedding party and the employee had been fired that we were dealing with we were never told or mad aware of situation. So we got there and they acted like our contract didn’t exist wasn’t even aware of our wedding block. We were 2 hours behind our check in time cause they wouldn’t let us in our room till we paid when the room was suppose to be complementary cause of the wedding party/ and family staying there. Obviously we were not happy and after a bit of an argument we were not treated well at all the rest of the weekend. We kept getting told to have us call the old employee and it was his fault. It was very unprofessional and at one point one of the front desk workers brought us some towels and when she noticed it was me she threw them at me and they ended on the floor. I’ve been trying to have management call and I just keep getting told there is no management or they will call and we’re pushing on a week after and haven’t been called and it seems no one wants to deal with this issue and just keeps saying try someone else. Overall we thought the hotel was the one sure thing for our wedding weekend and it ended up being a mess, I’m just very disappointed how my wife was treated and they actually made her call the former employee saying we were paying or he would have to. Then like I said anytime we were in the lobby or had to have interaction the rest of the weekend we just were not treated well! We and our wedding party who had to witness the situation will not be staying here again. Maybe a chance if a manger steps up but at the moment no chance."