I’m currently staying at a Home2 Suites in Fayetteville, NC for about a month due to work. I often cook my own meals while traveling, so I brought an air fryer and had stocked up on groceries worth around $180, including ribeye steaks, chicken, and ribs that were prepped and marinated.
One morning I found that the refrigerator in my room had stopped working, and by then the food had already spoiled. I went down to report it around 8 AM, but the manager was not available yet. I was told she would call me once she arrived, even though I mentioned my room phone was not working. No one took down my contact details at that time.
Later, I went back downstairs and eventually spoke with the manager. She checked the situation, took photos, and saw the spoiled food. I showed her the list of what was lost. Her response to one of the items was that a steak did not feel warm, which was frustrating given the situation.
I asked if they could replace the refrigerator or help in some way. They said they would try to get a replacement that day. They also suggested I could bring my drinks downstairs to store in their fridge, but I declined.
Later, staff came into the room while I was out, removed everything from the fridge, and replaced it. I also noticed used gloves left behind and some items like ice trays were thrown away.
I was told their insurance would contact me about the loss, but a week later I have not heard anything. When I followed up, they said they had called my room, but I explained again that the phone does not work.
As a long-time Hilton Diamond member with many stays, I’m disappointed by the lack of follow-up and support. At this point, there has been no real resolution or communication.
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