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Business Profile

Hotels

Home2 Suites by Hilton Liberty NE Kansas City

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/12/2024

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I booked a room at this hotel on September 27-29. Upon checking out we discover my daughter accidentally left her AirPods behind. We tracked them to the hotel still where she last used them from find my iPhone . I called the hotel to ask if they could be mailed back to me. I had my other daughter that was temporarily living in the area stop by the hotel as well and the front desk people were very rude to her stating they can’t look for them again and they are not there. Find my iPhone clearly shows them there at the property and they basically said they don’t have time to look for them. I had previously asked for a manager to call me back they never did . I also reached out to Hilton customer relations and they was to call me back within 3 days and never did . This hotel is not a cheap hotel to stay and I would have expected way better customer service and assistance on trying to get them mailed back to me than what we received since clearly Find my iPhone shows them still there . I would like the item back as it’s still showing at that location or a refund for my stay as this service was terrible and management has not responding to any assistance.

  • Initial Complaint

    Date:01/08/2024

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We stayed at the hotel on 12/30 for our 28th anniversary and to attend a friends 60th bday party. We traveled with another family booked in another room. There were two of us in a 1 bedroom king suite. Approximate times:2:15 pm arrived at hotel, 3:10 pm I called the front desk to see if I could stop down and get paper towels as our roll was empty, 3:15 we went down to outside fire pit to wait for our friends, 3:30 pm our friend arrived and we picked up paper towels, 3:45 pm our friends joined us in ur room and we had light beer, champagne, and pizza. We watched college football on ABC which was in Spanish and John at the front desk said that is what corporate had given them. 5:15pm friends left to get ready for 60th bday party, 6:00 pm we left to go to party, 12:30 am we arrived back from party and friends came to room. I was the DD., 1:30 am friends left room. 12/31 -
    9:25 am we left the room and dropped off keys at front desk as no one was there but they had a basket and 10:00 am after getting coffee and breakfast we left the hotel

    At no point did we open the sofa sleeper as we didn’t need it. We have witnesses or were out of the hotel for most of our stay. We did not stain the mattress. The cushions were not affected per John, who identified himself as the front desk manager.
    1/1 we were charged $272.13
    After two calls to the hotel in two days and one call to the 800 number, John called back, identifying himself as the front office manager, and told us that the mattress was completely ruined. There was no damage to anything else in the room, including the couch cushions. he sent us pictures. Once I saw the pictures I called back and told him there was no way that was done by us as we never even open the sofa sleeper. He said he was standing behind his house keeping staff. The general manager, *** ***** also states he’s standing behind his staff. The pictures we were sent do not have a timestamp on them or show that they were in room 232.

Home2 Suites by Hilton Liberty NE Kansas City is NOT a BBB Accredited Business.

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