I've worked in the hotel industry, in fact for a Hilton hotel. It's not typically the big things that make a hotel. One big, uncorrected problem kills the hotel and you're done. Little things can be an annoyance, especially when they multiply, even if they are corrected.
The biggest issue of our stay came while we were still at the airport. We got our luggage and called the hotel for a shuttle pick-up at 5:02 PM (I,m somewhat obsessive about correct time). I was told that the shuttle stopped running at 5 PM. Two minutes?!? Really?!? It's not like we had any control over the regularly scheduled flight being a few minutes late, or that we dawdled at/after baggage claim. The cut-off time appears nowhere on the hotel website, and I spoke to hotel personnel twice to assure that they had an airport shuttle. I expressed both times how important the shuttle was to our decision to stay here, and nobody said anything about us being out of luck at the stroke of 5 PM! The taxi cost us $35!! When I complained at the hotel, one clerk had no response and another said the 5PM cut-off time was a "staffing issue". Hate to tell you, Bud, but in a quality accommodation, staffing issues should NEVER be a guest problem. Hilton used to have a training program, "Priority One". Key to its precepts is that guests should never be exposed to back of the house issues and, to the extent possible, tthe hotel should bend over backwards to assure a pleasant stay.
So the first front desk clerk we met, Andrew(?), was pleasant and got us checked in quickly, and was helpful in steering us to the ideal restaurant for our first night after a long travel day.
We got to our suite and found that the 2' diameter cover for the bathroom light was on the floor, leaning against the wall, and the latch/handle to the bathroom door was loose and looked like it had been abused. Again, such lack of attention to detail is not the standard to which good hotels strive. I have seen better attention to detail in budget motels. Granted, Andrew got both issues corrected while we were out to dinner, but we should never have had the issues. We had no further complaints in our first two days here, except that the breakfast and dinner offerings, even if complementary were of minimal quantity and quality, unlike what we've experienced at other Hilton affiliates.
We returned a week later for three more nights. Here we started off with the kind of touch that makes grumpy, tired travelers happy - Our suite wasn't ready, so the desk staff offered to put us in a suite that was ready. Common sense? Maybe, but many places don't want/think to offer unless asked. We were generally happy with our room and, since we were out a lot, that was the most important thing.
Again though, I had a small complaint. We rented a car on the last full day. That evening was cold, windy and snowing. I pulled in to the guest parking and found only one, uncovered parking space. I wasn't thrilled since rental agencies rarely provide scrapers/brushes, but you take what's available. Then I saw that the hotel shuttle van was cozily tucked away under cover, in a space clearly marked "Guest Parking Only"! C'mon guys! Even the local supermarket knows that customers get the best parking, and employees leave it for them - and I bet the shuttle driver had a scraper and brush! I got to go out in the cold the next morning and get the windows cleared with a credit card and my sleeve. Thanks guys.
Finally, someone needs to look at your laundry room. It's free so I can't really complain, but there is something wrong with the dryer. I have never, ever seen a dryer take so long - especially with a fairly small load. Dirty exhaust or not vented properly?
So were any of my complaints earth-shattering, cosmic disasters? Of course not. But this isn't how good hotels operate.
One easy amenity to add - get a scale. They are common in workout rooms and people ending their vacations like to be able to check baggage weight to avoid nasty last minute surprises at the airport. Again, it's a small thing but...
Would I stay here again? Maybe in the summer with a flight arriving in the middle of the day. Otherwise, there are other JH accommodations that may interest me more.
- Official Description (provided by the hotel):
- The Homewood Suites by Hilton Jackson, WY, hotel, the only all-suite hotel in Jackson Hole, provides the perfect location for the business traveler or a family vacation. Located 3 easy blocks from the historic town square, this Jackson Hole hotel is the ideal basecamp for your Yellowstone and Grand Teton National Parks experience. Fully renovated in 2016-2017. Enjoy a complimentary full hot breakfast every day and an evening reception offering light dinner options and beverages Monday - Friday. Choose a one suite with a queen, a king or two double beds. Featuring a seperate living area, fully equipped kitchen, microwave, refrigerator and HDTVs with Direct TV for your entertainment. Stay connected with free Wifi throughout this Homewood Suites Jackson Hole hotel and enjoy having a business center providing everything you need for your office home away from home. ... more less
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- Also Known As:
- Homewood Suites Jackson Hole Hotel Jackson
- Homewood Jackson
- Hilton Jackson
- Jackson Hilton
- Jackson Homewood Suites
- Homewood Suites By Hilton Jackson Jackson Hole, Wyoming