Home2 Suites by Hilton Dublin City Centre

I had a comfortable stay at Home2Suites Dublin. The hotel was new (only a couple of months’ old), and rooms were comfortable and clean. I also enjoyed the breakfast. However, the manner in which the reception team interacts with guests can be improved. Over my short weekend stay, there were four incidents in particular: 1. Check-in: I arrived early and presented myself at reception. Without checking my booking details, I was simply told to hang around the area and come back later. That’s fine, since early check-in is not guaranteed, nor an entitlement. However, the interaction was dismissive and curt. There was also no offer to store my bag and when I asked if they could do so, I was met with a reluctant and uninterested response. 2. Telephone call: I called on the second day of my stay to confirm the check out time the next day and the response was “half an hour ago, you’re still in the room?”. I don’t know why the receptionist would assume (without checking) that I was late to check out, or why she would respond so rudely. I was booked to stay another day. This is not how guest queries should be answered. 3. Check-out: The only words uttered to me were “all good”. No pleasantries, no thank yous. 4. Interruptions during feedback: I was providing my feedback to one of the team. During the short two-minute conversation, the manager and another team member interrupted (on two separate occasions). Once by shouting at him and a second time by snapping their fingers at him, all while he was speaking to me. I don’t know the standards Hilton upholds but interrupting a colleague while they’re speaking to a guest is unacceptable. This hotel is not cheap. Hilton is a global brand with a good reputation. I hope service levels will improve in time to come.