Home2 Suites by Hilton Roswell, NM

The Hotel basically STOLED MY MONEY!! I requested an early check out due to the pool being broken. I was told to contact Expedia as I booked/paid through them. I spoke with both Expedia and Hilton Honors customer service. I explained I specifically booked this room for the Pool/Laundry; the Pool was out of service and there were only 2 washers and 1 working dryer for the entire hotel. We were up until 11pm doing laundry. At the same listening to other guests fight over who was next to use the laundry facilities. It was 106 degrees and the Pool was broken and unusable. The Expedia customer service department had me on hold for over 30 minutes while they were talking to the Hotel staff trying to negotiate the refund. In the meantime I turned they keys in to the front desk, checked-out if the room 1 full day early. The front desk refused to print me a Check-out receipt, claiming it was because I had paid through Expedia. But really it was so I HAVE NO PROOF OF WHEN I CHECKED-OUT. Expedia Customer Service finally said, “Thank you for patiently waiting, I already contacted the hotel but the approver is not available at the moment, but no worries, I can assign a case so we can follow up on your refund request within the next 72 hours. As soon as we get the resolution you will receive an email. Rest assure that you will receive an update in that time frame.” Only for that update to explain that my refund for early check-out was denied by the Hotel’s Approver. SCAM, LIAR, THIEF!!

And there was a really nice pool & gym! My kids were both happy!

Very comfortable. The pool was cloudy however so we did not swim in it.

We traveled with our dog and as far as “dog friendly” hotels go this one is great. Super nice check in staff, gave us a little treat bag for the dog. They actually have a fenced in area out back with fake grass and seating for humans. Most dog friendly hotels we have stayed at have rocks around the facility for the dog area? Makes zero sense. This is a great place to stay while visiting Roswell. Convenient dog friendly restaurants near by and close to most that you will want to see. The area coming into the hotel seems a little sketchy but overall we felt safe and it was clean.

Check-in was easy, rooms were in great shape and spacious. The breakfast was great. Only issue was the pool was closed for maintenance the day we were there but the kids found other stuff to do.

Walking distance to the UFO McDonalds (basically a block away). Super quick drive to all the other alien stuff. Nice pool. Clean room. Would stay here again for sure.

Pool was freezing. Checked out a day early due to safety concerns

We booked this property specifically for the indoor pool and there was no mention that it wouldn't be working until we checked in. We stayed over Thanksgiving when nothing is opened and needed this pool. Very disappointing and they did not make it right or allow us to cancel so we could go somewhere with a pool.

This was clean and very pet Friendly! The dog received a nice little gift bag.

Great staff. Very helpful and friendly. The breakfast was good and the room was comfortable. The best part of our stay was the pool! It was clean and refreshing after a very long drive day.

The hotel is relatively new, but it is not being cleaned properly. I requested a pet friendly room, and what I got was room with fresh urine spots all over the carpet. I understand pet have accidents sometimes, but for the cleaning crew to just leave it and not make the previous guest accountable, it unacceptable. The front desk and manager were friendly and understanding, but they were not able to get me another room or refund my money because I booked through Expedia. I will not be booking through Expedia anymore.

Staff was great, clean rooms. Very good location

Very clean

clean but the smell of the water wasn’t great

The staff was very nice and accommodating the rooms were very clean and top shape the housekeepers were nice aswell asked if we needed new towels and such . The front staff was great

very clean and comfortable

Rooms are very clean and the staff were very courteous.

Easy check. Very clean facility

Very clean and big rooms.

Overall this was a great place to stay but there was a strange strong smell in the hallway on our floor. Fortunately it wasn’t in our room so it didn’t affect our stay.

Full kitchens are a must for me and this unit was spotless. The bed was comfortable and got a good night sleep.

Nice room with comfy bed.

The room was clean and the shower was really good. Our one complaint is that the bed did NOT have sheets nor a blanket on it. I did get a set from the front desk person and in the morning we asked if the price did not include a made bed. I asked for some compensation but was denied as we had made the hotel reservation through Hotels.com. So, their "complete satisfaction" warranty is limited to calling the hotel itself.

Huge rooms and comfortable beds. Perfect stay for 4 girls going to Eastern New Mexico State Fair!

Spacious space. Best bed and comforter we have ever slept for. We two falilies love it very much -best during the new Mexico trip.

Home 2 Suites was surprisingly nice. I loved having real dishes for the room. The floors were lovely. Glad I had the Hotel.com app to help with a booking issue.

Probably not for noise sensitive people. Great staff and service with very clean and tidy rooms. Unfortunately we could hear every step our upstairs neighbor took and sounds from rooms on either side. We were awoken both nights of our stay, not by other guests partying or fighting, but seemingly by them dropping something or just putting their bag on the floor. While I was downstairs in the lobby for the excellent continental breakfast, I could literally hear all of the guests walking around in their rooms above us. I’m not sure what they could do to solve this but maybe beefing up the carpet in the rooms and sound insulation would help.

The room design is very nice. The problem was having a room located on the first floor next to the exit door banging all night long. Don’t prepay for your room.

The room was so clean and tidy. We had plenty of towels in the bathroom for our family of 5. The beds were also very comfortable. And the TV allowed us log into our Netflix account, which was nice. The towels provided at the pool were also incredibly amazing. We were also so very close the the fun activities to do in Roswell like the Spacewalk and museum. We were right across the street from the McDonald’s space ship. The reason we picked this hotel was its proximity to everything and it really was worth every cent.

The rooms came with your kitchen area to wash your dishes as well a good size refrigerator, only issue i had was the remote control to the room to use on the tv.

Most friendly staff I have ever experienced when staying at a hotel.

The Hotel basically STOLED MY MONEY!! I requested an early check out due to the pool being broken. I was told to contact Expedia as I booked/paid through them. I spoke with both Expedia and Hilton Honors customer service. I explained I specifically booked this room for the Pool/Laundry; the Pool was out of service and there were only 2 washers and 1 working dryer for the entire hotel. We were up until 11pm doing laundry. At the same listening to other guests fight over who was next to use the laundry facilities. It was 106 degrees and the Pool was broken and unusable. The Expedia customer service department had me on hold for over 30 minutes while they were talking to the Hotel staff trying to negotiate the refund. In the meantime I turned they keys in to the front desk, checked-out if the room 1 full day early. The front desk refused to print me a Check-out receipt, claiming it was because I had paid through Expedia. But really it was so I HAVE NO PROOF OF WHEN I CHECKED-OUT. Expedia Customer Service finally said, “Thank you for patiently waiting, I already contacted the hotel but the approver is not available at the moment, but no worries, I can assign a case so we can follow up on your refund request within the next 72 hours. As soon as we get the resolution you will receive an email. Rest assure that you will receive an update in that time frame.” Only for that update to explain that my refund for early check-out was denied by the Hotel’s Approver. SCAM, LIAR, THIEF!!

Great customer service by Aiden. He made the check in smooth and ensured everything was top notch.

Employees where professional and polite, and the hotel was nice.

Bed was not comfortable. We went down to sit outside by the fire pit when the night attendant walked out and said that he was going to have us removed from the premises if we were too loud. He said he had several complaints of noise. We informed him that we had just returned from dinner and that the complaints could not have been from us. We have never been treated this way in ANY establishment.

Lobby smelled horrible when we checked in… even worse in the morning when we checked out. We were told that since we booked through a third party, Expaedia, that our room request for a higher floor is denied. Didn’t sleep most of the night, as the people above us stomped on the floor most of the night. We asked for a receipt upon check out, and were made to feel like second class citizens because we booked “through a third party.” So, we couldn’t get a printed receipt nor could we get an emailed one neither. We have always received a printed or email receipt with all our bookings through Hotels.com or Expaedia, except from this hotel. We travel a lot, and I must say that we have never encounter such a rude receptionist as Karla. She evidently didn’t want to be working last night nor this morning. A smile would have been nice. Instead she was on her phone, and it was an imposition that we asked for a receipt when we checked out. We stayed at the Springhill Suites in Tucson, Az, and the staff there was cheerful, and welcoming. We got a high floor room as requested in our reservation, and a printed receipt, as well as, an emailed copy when we checked out. This is the first time we stayed at Home2Suites, and it will be our last. It’s extremely bad management, impolite staff, and we skipped the breakfast as the lobby smelled bad, and the food were probably not any better. Trash, pizza boxes,etc.were left out all night by the elevator and not picked up in the morning.

I was charged for my room although I paid through a 3rd party . Manager was not very polite. Room had water all over the counter when we got there. Not as clean as other home 2 suites. Staff not as friendly either. Very difficult to get the baggage cart even at 4am

Woman at front desk very helpful nice and pleasant

I work for University of New Mexico that requires a check out invoice showing a balance of $0.00 (no personal charges). The staff person (who was extremely nice and friendly so compliants with her service at all) said that beause we booked through Expedia, they could not provide me a check out invoice or add my Hilton member number to the stay. I stayed at Home2Suites in Hobbs, NM the next day who automatically added my Hilton member number to the stay and emailed me a check out invoice without asking. Only bringing this up to help the Roswell location with this. :)

Overall, 5 out of 5! I ened up booking the wrong night but the young man, Joaquin, working the front desk was quick to help get us set up for that night. He was super helpful in helping me with my problem. The room was extremely clean and had every amenity needed. Would absolutely stay at this place again!

Great option in Roswell, located on the main strip with free parking and breakfast.

The staff was excellent, the hotel is nice and perfect location for walking to stores and alien activities!

Other than being in an odd location very nice. Definitely book another

Walking distance to the UFO McDonalds (basically a block away). Super quick drive to all the other alien stuff. Nice pool. Clean room. Would stay here again for sure.

Very convenient location if you're visiting downtown area. Could be walkable to downtown if you're up to it. Very comfortable bed and nice shower. Nice breakfast selections for entire family.

Excellent place to stay in a great location!

Perfectly located to everything downtown!

Close to down town and some of the places of interest.

Near railroad track

Property is right off of Main street close to Tourist stuff

We love staying at home 2 suites every time we have to travel. However, today the breakfast area was not that clean, the tables stayed with dirty plates for a while and the fruit options were limited. Other than that everything else was excellent.

The hotel was clean. The breakfast in the morning was exceptional. Had an all-around great experience.

Rooms were clean. Check in was quick and easy. Breakfast offered was great and of a variety of breakfast food items. Service was great. Everyone was kind and and helpful.

One of the best hotel we have stayed in. Food was great and fresh, facilities were clean, staff was wonderful, and the amenities were well maintained.

It was good. Clean. Comfortable beds. Modern upgrades. Free breakfast was typical for a hotel. Sorta meh. Solid choice for a stopover in Roswell.

Nice place and room the only complaint would be the breakfast it wasn’t good at all.

Good place breakfast… not so good. Eggs rubbery you can tell everything is frozen and then heated up because the eggs and breakfast sandwiches we cold in the middle.

I went to the one in Roswell, NM. and stayed for 4 nights. Overall it was great. The exception was the breakfast (or what the call it). It consisted of warmed up, pre-packaged food, fruit and waffles. Very disappointed.

The breakfast was hot and fast. Room was spacious, shower was large. Nice pet friendly areas. Pool could have used some attention.

Great staff. Very helpful and friendly. The breakfast was good and the room was comfortable. The best part of our stay was the pool! It was clean and refreshing after a very long drive day.