Home2 Suites by Hilton Tuscaloosa Downtown University Blvd

They put us in a room with the TV broken and they said they had ordered a new one but sorry it never came in. No TV on a sports trip? Are you kidding me? And they knew it was not working! Two towels the whole weekend and no sheets or blankets for sofa bed.

1st- A bag of trash sat outside the elevator for our floor for a day and a half. 2nd- Sadly the indoor pool was out of service, and that was the primary reason we chose this location. The Hilton location website nor Expedia made note of this during booking. One day was going to be devoted to lazing around the hotel and swimming. The Hilton refused to compensate us on our stay but Expedia made it right! 3rd- the staff was amazingly friendly. That alone made up for 1 and 2 to me with the Expedia comp. 4th- the room was not small child friendly. The bathroom was a sliding style door with no latch so my 2 year old kept wanting to know what was going on in there. Rooms are also not very sound dampening from hallway or each other. 5th- bed was EXTREMELY uncomfortable. Me and wife woke up every morning in pain. Must emphasize that the staff was great but hands were tied from policy.

I live in town, but booked this room so my kids could have a winter Christmas getaway and go swimming because they LOVE to swim. I specifically chose this hotel because it’s the only one of few in my city that has an indoor heated pool. However, the pool water irritated my kids skin so they couldn’t enjoy it. They swam for about 30 minutes and then had to get out because their skin was itchy and burning. The front desk associate notified her manager of the issue. After a few minutes the General Manager comes out, doesn’t bother to greet me or introduce herself and jumps right in to telling me the maintenance man checks the pool levels every day and they’re fine and that the kids who used the pool after us had no complaints. She was unfriendly, showed no empathy, and offered no type of compensation towards our stay for the issue although coming to use the pool was the sole reason I booked the room. She completely disregarded Home2 Suites guarantee with regard to comfortable accommodations because my kids were very uncomfortable after that swim. To add insult to injury, the heat was not working when my husband and I returned to our room with wet kids after leaving the pool. No maintenance person available until the next morning, so we had to pack everything up and move into the room next door. Horrible experience for my kids and even worse experience dealing with a General Manager with no hospitality. Won’t stay again or recommend, and plan on taking my complaint hirer up.

We choose Home 2 because of it's dedication to cleanliness and one room is perfect for our family. The only down side for us, is we wish the beds were comfortable and there was a little bit of mold in the shower.

I cannot say enough about the staff at this hotel. From the minute we arrived they were welcoming, friendly and made my daughter and I feel like family.