Home2 Suites by Hilton Columbia Southeast Fort Jackson

Hotels.com allowed me to book a 2 queen bed suite several weeks in advance. I got to the site the day of check-in, at Home 2 Suites, and they didn't have my 2 queen bed suite available. I had to book another room to accommodate my family. Not thrilled using 2nd party sites and probably won't use it again.

I am extremely disappointed with my recent experience at Home2 Suites by Hilton. What should have been a straightforward stay turned into a frustrating and disrespectful ordeal. I specifically booked a room with two queen beds to accommodate my family. Upon arrival, I was told the room was not available and that I would receive a call when it was ready. I did receive a call around 3:30 PM stating the room was ready, so I proceeded with my day assuming everything had been resolved. However, when I returned later that evening at 9:30 PM to check in, I was given a king bed suite with a pull-out couch—completely different from what I reserved and needed. This was not a minor inconvenience; it directly impacted my family’s comfort. When I went back to the front desk to address the issue, I spoke with a representative named Q. Instead of acknowledging the mistake or showing any empathy, he insisted that this was an “upgrade” and that I should be happy with it. His tone was condescending and dismissive. When I asked how he would feel in my situation, his response lacked professionalism and basic customer care. To make matters worse, when I requested to speak with a manager the next day, I was told that no manager would be available. The only resolution offered was a vague discount, which does not make up for poor service, lack of accountability, and failure to honor a confirmed reservation. As if that wasn’t enough, at around 11:00 PM, the toilet in the room stopped working.

From the time I walked through the door the front desk clerk was very polite. I want to say his name was Jeremy if im wrong please forgive me. When my remote wouldn’t work he gave me another on with no problem also when the toilet would not flush he didn’t waste anytime to come access and fix the problem. Every thing about my stay was exceptional.

Friendly staff, had everything we needed and more!

great time