Home2 Suites by Hilton Waco

I rarely leave negative reviews, but this stay was frustrating from start to finish. When I arrived, I found that the shower had not been properly cleaned. Since it was late, I decided not to complain and assumed housekeeping would address it during the next service. Unfortunately, it remained dirty. I also had concerns about the room door. It would not always shut completely and would often remain slightly ajar unless I made sure it latched properly. As a solo female traveler, this was concerning and made me uncomfortable throughout my stay. There were also several issues with the room setup. When I checked in, multiple items were unplugged, including the TV and the nightstand power outlets. It took me two days to realize the outlets in the nightstand weren’t working simply because the furniture itself had never been plugged in. While this may seem minor, it added to the impression that the room had not been properly inspected before being rented. The biggest issue was the air conditioning. After returning late to the hotel following a long day, I found my room at 75 degrees. The temperature continued to climb and was approaching 80 degrees by morning. I called the front desk and was told there was no maintenance staff available at that hour. I asked whether another room was available and was initially told no. I then asked if they had a fan, and after some discussion, a fan was brought to my room. The employee later explained that they had over 90 checkouts and no clean rooms immediately available, but that I could potentially be moved if I waited for a room to be cleaned. Since it was late, I told them not to worry about it and decided to get through the night with the fan. The next morning, I stopped by the front desk before leaving for work and explained that the air conditioner still was not working properly. I asked if someone could take a look at it and, if it couldn’t be repaired, I would like to change rooms. After a long day, I returned to find my air-conditioning unit completely removed from the room, with the vent area open and all of my belongings still inside. I understand this may be part of the repair process, but no one called, texted, or otherwise informed me what was happening. I had no idea whether the room was still usable or what the plan was. I had to go back to the front desk to find out that I would be moved to a different room. I then spent approximately an hour moving all of my belongings from one room to another myself. After finally getting settled into the new room, I found another unclean bathroom with pealing ceiling paint. Nobody wants to find hair and other signs of the previous occupant still in the bathtub when checking into what is supposed to be a clean room. Some of the front desk staff were more helpful than others, and I appreciate those who tried to assist. However, between the dirty bathrooms, the door that would not reliably latch, the unplugged electronics and outlets, the air-conditioning failure, the lack of communication regarding repairs, and having to move rooms myself after a long workday, this was not the level of service or cleanliness I expected. Unfortunately, I cannot recommend this hotel based on my experience.

We are currently staying at this Home2 Suites for five nights while attending a conference in Waco, and unfortunately it has been one of the most disappointing Hilton stays we’ve experienced. We reserved two rooms for our family of six and had hoped to have adjoining rooms but were initially assigned separate rooms. While that was disappointing, the bigger issue was that when we entered our room, we immediately noticed the floor felt like it was sinking, and there was broken tile near both the entry door and the shower. We reported the issue, and the following day the front desk moved us to a different room that happened to adjoin our children’s room, which we greatly appreciated. Unfortunately, the replacement room had its own issues. There was a massive cobweb with a spider near the ceiling that was impossible to miss, the sofa bed had clearly not been reset after the previous guest (it still had sheets on it and even someone else’s sock inside), and overall the room did not feel clean. The beds have been some of the most uncomfortable we’ve slept on. The mattress sags in the middle and squeaks constantly, the fitted sheets won’t stay on because the elastic appears to be worn out, and the mattress protector bunches up underneath us every night. None of us—including our teenage son in the adjoining room—has been sleeping well. Housekeeping has also been inconsistent. We were told the rooms would be serviced every two days, but one room was cleaned while the other was skipped, and then two days later the opposite happened. Even when housekeeping did come through, the rooms did not appear to be thoroughly cleaned. The staff members we have interacted with have been friendly and courteous, and we appreciated being moved after reporting the flooring issue. However, the overall cleanliness, maintenance, and quality of the rooms have fallen well below what we’ve come to expect from Hilton. We don’t travel with our whole family very often, so this trip was something we had been looking forward to. It’s been disappointing to spend so much of our stay dealing with room issues instead of simply enjoying our time together. We sincerely hope these maintenance and housekeeping concerns are addressed so future guests have a much better experience.

It's a little hard to get to; GPS navigation is your friend. However, it's worth it. The property is well-lit and clean. All staff members I came in contact with were friendly and helpful. The rooms were clean and everything worked. The bathroom was bright and easy to move around in. The bed was very comfortable. The window shade blocked out light completely.

The rooms are decent quality.. not cleaned particularly well. I had hairs all over the towels that were left. Hand towel and bath towel. It seems they have a large housekeeping staff, but a lot of them are hanging out on the side in the smoking area. And if the housekeeping’s not hanging out there, it seems there’s homeless people. It is walkable to a few good restaurants so you don’t really have to get into a car to get a bite.

This hotel was nice. Bed was really comfy. Breakfast was good with great options but there was only 1 waffle maker and a line to use it. They ran out of forks and the lady got snappy when asked for more. This was the perfect location for where and what we needed to do.