Guest User
July 28, 2024
If you want a nice, clean, and well- maintained hotel with good and honest customer service, definitely DO NOT book a stay at this Home2 Suites Amarillo East! Home2 Suites has become my favorite hotel brand for both business and personal travel. In fact, we've stayed at this hotel approximately 10 total nights over the past few years during our trips between Dallas and Colorado. Sadly, we've watched this hotel get worse and worse in terms of quality and upkeep, putting it far below the standards we've observed at other Home2 Suites all around the USA. The overall feel of this property has become dingy and dirty in the lobby, elevators, hallways/stairwells, and guest room bathrooms. There are lots of nasty stains visible on the carpet, furniture and linens (and towels are often very worn out and frayed). Gross mold and mildew has started growing in the bathrooms, indicating a lack of thorough cleaning services. The only positives about this hotel are its walking distance to Big Texan Steak Ranch and decent complimentary breakfast offerings. In addition to the poor maintenance of the property, this weekend we experienced terrible customer service and unauthorized and fraudulent credit card charges by their front desk agents Mr. J-Tom and Ms. Elida. This recent interaction was so bad that we will never return to this hotel! Here's what happened: We prebooked two rooms online and then called the hotel front desk directly to request a note that they be connecting rooms. The day before our arrival (prior to the cancelation deadline) I called and talked to Mr. J-Tom at the front desk, who told us that he saw the note on our reservation and ensured the connecting rooms would be available to us. However, when we arrived, Mr. J-Tom informed us that he had just checked other guests into the connecting rooms we were assured would be available to us. He was rude and unhelpful and never even apologized for his error. Instead, he made excuses by saying that connecting rooms are never guaranteed. So, we asked him to cancel the two rooms because we would need to go elsewhere that could provide the accommodations we needed for our family (5 kids, 2 adults). He said he would process the cancellation and we left the hotel. Yet, the next morning we received emailed receipts/folios from the hotel showing that we were still charged for the rooms we never used! We immediately called the hotel front desk and spoke with Ms. Elida, who was completely unhelpful. She said there was nobody with authority to reverse the false charges to our card because all the managers were on vacation. How on earth can a hotel operate without having someone onsite who can resolve incorrect/ false charges to their guests credit cards, especially when there is a big sign in the hotel's lobby that says they guarantee guest satisfaction and will do whatever it takes to make things right??? Turns out that is an empty promise because nobody at the hotel front desk is empowered to actually make