Home2 Suites by Hilton Lexington Park Patuxent River NAS, MD

Made reservations for an accessible room due to inability to walk far being on oxygen and heart issues. Was given the last room at the end of a long hallway. Managed to get to the room only to find it 60 degrees inside. Called the front desk. They sent Cory over who tried his best to make it better but could not. Back down to the front desk for another room only to find out they are sold out. Cory wound up speaking to someone on the phone and went back to the room and tried something. It seemed to be getting warmer and with that being to only room and by now it's 11:30 we said we'll try it. Got a wake during the night and needed to put all the blankets in the room on as it was blowing cold air again but set on 80 degrees. The one girl at the front desk was really nice that night by dropping off a goodie bag of crackers and water and fruit for all or trouble. Could not wait to leave in the morning. Will NEVER stay at this facility again even though it is close to where our daughter moved to. I think a refund might be in order.

Cleanliness & everyone was so nice.

Our room, the heat did not work properly.our phone was broken

We were visiting family. We trust Home2Suites so booked the hotel. All the usual great H2S amenities but the gym was a real plus - much larger than normal. Hot breakfast was also a cut above. We’ll be back!

very friendly staff

We had a fantastic stay, the staff were brilliant. I can say nothing but positives things about the hotel and everyone there and can thoroughly recommend it as a great place for anyone visiting the area.

Let me start by saying I do truly enjoy staying at this hotel, the Hilton chain in general. We have stayed at other hotels in this area but chose to return to this one. Reservations were made online, along with the check-in, requesting the digital key. An email was received for confirmation of the room we chose, stating when you get to the hotel you can go directly to your room, no need to stop at the front desk. I LOVE this feature because sometimes we opt to not get to the hotel until after we visit with family. But on this occasion, the traffic was horrendous, taking over 5 hours to get to Lexington Park. We went straight to the hotel, pulled into the parking garage, pulled up the digital key only to be presented with a message, I needed to verify my ID with the front desk. So out of the garage & into the lobby we go. When at the desk I state exactly what happened & Jonah the desk clerk says, oh...I just gave that room to someone else. WHAT??? I paid for an upgrade for the room when choosing it at check in! How can you give away the room I chose & paid for? His reply was, it wasn't showing on his end that I chose a room?!? Long & short, we got a room smack dab in the center of the hotel which is EXACTLY what we DID NOT WANT! There was nobody there to assist Jonah & we needed a place to stay. So an email was sent to both corporate & the manager. The corporate email was replied with an automated response. The General Manager, Bailey Casselman, did give the following reply.... "I am sorry that you are not in the room you originally selected. Unfortunately, being an extended stay property that serves many government and military personnel, we get last minute extensions quite often. The room you had selected was for someone who extended their stay today when they were originally due to check out. Considering that the guest has already been here for nearly a month, moving rooms was not really an option as the extension was requested when the guest was still at work. Logistically, the room would not have been ready for your arrival until way after check in. Because we only have 3 total of that type of room in the entire hotel, we didn't have an exact same room to move you to. Jonah, nor any member of my team, did not simply give your room away. As we are sold out most days, managing inventory is a regular practice for us. In this regular practice, we have found that most guests are not upset, thus our expectation was the same in your case." So, what they are telling me are 2 completely different stories. Who to believe??? AND I might add, is the choosing your room/digital key/paying for an larger suite, at this hotel all a dog & pony show? What I am getting from this reply is they didn't get their stories straight, and even IF this person would have checked out my room would not have been available, and mismanaging "inventory" is only upsetting to me, as though this was my fault. We've stayed at the Hilton in Solomon's, and most recently the Hampton in Tappahannock. Neither of the other 2 Hilton facilities had any of this type of issue. Online check-in & room picking was a breeze, digital key worked flawlessly. We will be visiting again in January & I am disappointed to know this is how this facility is managed. What I can say on a positive note is the room was very clean, well maintained. Bedding is comfortable. Parking garage is a plus. I will add, the manager did lower our room rate to a standard room rate for this debacle.