Home2 Suites by Hilton Lafayette - Hotel in Lafayette - 3838 Grace Ln, USA

Highly recommend! I travel often, and I can honestly say that this was one of the BEST hotel stay experiences I have ever had. The staff were some of the friendliest I have ever encountered in the hospitality/customer service field; the hotel was absolutely beautiful and spotless; and the room was also very clean, with lots of inclusions for the kitchen and bathroom. It has a great location, right in the heart of everything and less than a 5 minute drive from just about anything you might need, including some entertainment. There is a cute little marketplace inside the lobby, next to the check-in counter, and everything is designed so well. It has a very modern feel in terms of decor, and the colors are super fun and unique. I loved my stay so much that I couldn't imagine staying at any other hotel chain for future travel!

I would describe this property as a nice, quiet, hotel. I got checked in with no issues, the lobby had plenty of natural light, the other guests were well behaved, and there were some decent food places within walking distance. This is a property I will gladly stay at again. :-)|

My family and I stayed the night on December 21st celebrating our daughter's birthday with a basketball game and dinner afterwards. I had stayed at the property several years ago and was positive experience. Check in went fine other than I requested digital key earlier in day and front desk said their digital key system wasn't working. The room met our needs and our family left to go to the game. When we returned from the game and dinner, we went to our room and when I attempted to open the door, somehow the security latch flipped to engage and not allow us to open the door and access our room. I went downstairs to the night desk clerk to inform him what had occurred. He indicated that "this has happened before" and that there was a tool to open the door, but did not know where it was or how to do it. He said he'd have to call someone to help. We explained that all our belongings and necessary medications and medical equipment were in our room that we needed. The desk clerk offered us a room to wait while we were displaced while he attempted to get assistance. After more than an hour of no updates on access to our room, we went downstairs to inquire. We explained that our daughter had a breathing condition, was having a difficult time breathing, and that her nebulizer/medication were in the room. The clerk continued to try and call someone, but said his manager, Michelle, was not answering. He did not have any other options to call and gave us her number on a post-it and said we could try! Our daughter's condition deteriorated and we ended up have to call 911 and have emergency ambulance personnel come to our displaced room to give her a necessary breathing treatment at 1:00am in the morning. Her condition was at that point, nearly ambulatory and the paramedics were dumbfounded, as we were, the protocols in place at the hotel to deal with the situation. Even after our daughter was treated, we received no follow up from the front desk if everything was ok or if we needed anything. Truly a horrible and avoidable experience. We attempted to rest in the clothes we had worn all day, nothing to take contacts out, no necessary or convenience items, everyone was upset due to emergency personnel being in our room, all on our daughter's birthday. By 8:00am the next morning, we had STILL heard nothing about access to our original room. I went downstairs to the front desk and asked the employee who had relieved the night desk clerk. When she asked if we were in 213, she advised that she gained access to the room right when she came in at 7:00am. I frustratingly asked her, "why didn't someone let us know", she smartly said she really did us a favor because she wasn't even on the clock when she did it. I asked to speak to the hotel manager. The clerk said she wasn't there and didn't know when she'd be in. I explained that I wished to speak with the manager and she called her on her cell phone and handed me the phone. I spoke briefly with the manager, Michelle, who gave me nothing more than she's only been the manager there two months and recognizes there's some issues, they're working on it, and that she's sorry. Michelle advised she'd be there within an hour and I told her we'd speak then. When we spoke in person, she asked what she could do to make up for the horrible experience we had. She advised that she'd refund our stay and I explained that I booked the room on Hilton Honors points. She explained that she'd refund the points. I told her that's the least she could do, but that I was a loyal Hilton property customer and that I would be contacting Hilton Customer Service about what happened to see what could be done to compensate for the situation. Two weeks later, I've still not received any credit back from the manager for the stay or no contact from her. While my wife drove 3 hours home that morning with all of us having little to no sleep, I filed a customer service case with Hilton followed up with a phone call to add additional supporting facts. I received an email response from Hilton Customer Service that said due to the nature of the incident, I would have to contact the hotel for appropriate compensation. I emailed the Home2Suites multiple times to the email provided by customer service requesting assistance and appropriate compensation/refund. No response. I called the Hilton Diamond support line on 12/26 and the representative advised that the Home2Suites has not responded to the case to Hilton as required and have been penalized for lack of response. I inquired about what a customer should do if your named property doesn't respond. I asked for Hilton to get involved and to advocate for my family's horrible experience and to intervene with appropriate action. According to this representative, my case was going to be "escalated" to the corporate level and I would hear something within 5-7 days, "but likely sooner". It has been 9 days now and have not heard back from Hilton Corporate or the hotel itself. I just called and plead my case with another dedicated Hilton support person, who was nice, but gave me the same "I'll escalate your case to my supervisor for review". Hilton is a brand my family has trusted for decades and I've stayed at this property previously with a good experience. The Hilton brand has a good reputation when everything goes well, which is 99% of the time. It's how you deal and respond to the other 1% that makes you great. Even with the highest level of loyalty earned with the brand, this hotel, nor Hilton makes me or my family feel valued for the horrible experience we had to endure at this hotel.

The room was large, the A/C worked well; the staff was friendly; there was a microwave and full-sized refrigerator; there was a lot of shelf and desk space; and the shower had great water pressure and temperature, even on the top floor. There was even a fairly short walking path behind the hotel. Our only complaint was that the showerhead was too high. I'm 5'3" and couldn't reach it to adjust the setting, even on tiptoe.

Do not stay here just because you like other home2 suites. I've had to wait in the lobby for over 10 minutes too many times to fix the key. Seems like its been a problem here for awhile, however, I ignored the bad reviews up to them being "Karens" because how bad could this hotel be, right? I know 10 minutes doesn't seem that long, but usually when I needed it reset so it actually works, it was after a long day and I just wanted to relax. I should've stayed elsewhere. Most disappointing Hilton hotel Ive been to for this price. This location never even asked for my ID. You don't know who's sleeping in the room next to you, and neither do they. It's extremely dangerous. I already know what you're probably thinking, however, even though it is unlikely that someone harmful may stay here, the fact they don't take the extra measure of safety is sad. It's not even hard to do and this is the only location that hasn't asked me. Based on other reviews, I'm confident they don't ask anyone. They reply that they're sorry and to contact customer service, but why isn't the person replying to the reviews doing anything expect send that review bot reply? The breakfast here is the bare minimum, and it honestly wasn't even that good. You'd think for the price theyd have better food, or a chef that knows how to make good eggs. The cheese they use tastes very bad, like American cheese. If you have the app Yuka and scan American cheese, you'll understand why this was a huge no for their food for me. I'd love to know what cheese they actually use if not American. I had a long term stay, and the first few nights were great. However, watching how this hotel is run long term is displeasing. I know house keeping isn't there at all times, but there were multiple days in a row where I saw the same trash bags outside doors. I regret choosing this hotel. I didn't get my money's worth, and the service overall sucks. The people are friendly, but I'd be too if I sat down half of my job on my phone. I just don't understand why they're more expensive then other hotels with better reviews and less issues. For being a place that opened not too long ago, they have a lot of concerning recurring issues. It is never too late to hire new staff.

Great place for an extended stay. Get the corner rooms for double the space. Breakfast is just so-so, but free. Only downside is it is pretty far from Purdue campus. Also, the door system was screwed up while we were there, so several times I had to go to the front desk to re-enable my key. Front desk never asked for identification when doing so... not exactly secure place to stay...

Very nice hotel with very nice rooms The lobby was decorated for fall and very clean. The pool area was clean and smelled very good. The gym was well maintained and organized. Overall very nice hotel would definitely stay at again if given the opportunity.

Stayed here on points for parents weekend at Purdue - New it would be busy as most hotels are sold out but this property is a clear sign of a franchise owner/operator working to squeeze service and offering to make a buck. upon arrival they were out of bottled water and throughout the entire weekend no one would walk across the street to pickup a couple of cases of water from Walmart - staff said truck was coming any time, breakfast was also ridiculous, most hot food was always gone and when it was there it was hold and clearly frozen to microwave in preparation. no fresh fruit bit they had a few apples and pears saran wrapped but clear old. on Sunday I stopped by and asked if we could check out 30 minutes late and the rude desk supervisor said now way, we need you out now or there will be a feee - so I asked her if they had heavy arrivals and were sold out and she said no not at all , her boss just told her to charge anyone who asks. clear money grab and Hilton should be embarrassed..