Home2 Suites by Hilton Ocean City Bayside

This location and its staff over exemplifies the true definition and the true meaning of customer service, satisfaction as well as a great display of human empathy. I must say this Hilton Team at this location including management and more specifically staff member Valerie. Dealing with the sudden and tragic passing of a loved one comes with its own challenges especially when that loved one happens to live in another state. My father lost his battle with cancer after a 18month fight and dealt my family a tremendous blow. Obviously, one can see the complications and stress one can endure while trying to grieve, but then be the family member who is tasked with handling logistics and accommodations for siblings and other relatives attending funeral service from out of state. Making that task more challenging was being a majority “Blue Collar” family with various financial means in these harsh financial times and still try to find quality rooms affordable for everyone I thought would be impossible. With my fathers service being on a date that helped with the cost of nightly rates, I was blessed to find good rate with this establishment which I deal with regularly for business travel and the bonus was it fit the needs of everyone perfectly especially for those members with children, it was a true blessing. Suddenly a day later the service date changed which would require us to check in a day earlier, but was also a day that the rate would have significantly increased and put a huge burden on some family members. After sending a message to the hotel requesting if they could some how work with us or even just let us check in at a early time that’s not normally a time people ask for allowing us to travel early and have time for some rest and still be able to get changed and ready for funeral service would help, knowing it was gonna be extremely strenuous but still a great help. Staff member Valarie called me very soon after and after first extending her condolences on behalf of the team she proceeded and blew me away with her professionalism and kindness. Instead of us checking in early which was a possibility she went far above and beyond and offered to change our check in day to the day before and most importantly would do so for the same rate saving us hundreds of dollars, expressing how much she would rather us not have to rush and panic and we would have a more calm and relaxing time before the service. This is why I chose the Hilton Brand when I travel because it is still one American company that sets the example and defines customer service, appreciation and professionalism. And in turn has positively effected several families for the better allowing them to get through a human tragedy a little more easier.

We all will be contacting corporate to extend our gratitude and appreciation for your service.

The Harris Family thanks you Valarie from the bottoms of our hearts!❤️

God Bless You and your Family!

Owning a business and finding good places for the company staff to reside while working on remodeling contracts can at times be guess work. In the case of Home2 Suites by Hilton Ocean City Bayside we found a definite winner. The hotel and staff went far and above our expectations. The entire facility is spotless, the breakfast is amazing, and the staff demonstrate all the qualities of excellence in customer service. I was so pleased with the level of service particularly by General manager Benjamin Male. He made a point of coming over to our table twice to make sure that we were pleased with everything and told us to contact him if we needed anything. I can only say that I wish more companies would hire such outstanding staff and keep a facility as spotless as this one. Moving forward I plan on making this hotel the long term stay for our base of operations.
Sandra S.

UPDATE: we received an email asking us to contact the general manager, which we did, but never heard back from him. From check-in to checkout, the lack of follow-up with guests indicates we are not valued. It’s ridiculous to have issues on 2 out of the 4 nights we stayed. Staying in a hotel should be restful and this one is not. The last time I stayed here was in January of 2019 (see prior review regarding the metal vent flap banging all night due to the wind that they knew about!).

Was woken up by a man who proceeded to bang incessantly on a door near mine yelling, "Ethan, come on man, open up and tell them", "Where's Liz, get Liz, she'll tell them!" As well as the voice of a woman who was quite loud herself repeatedly saying, "The police have been called, you have to leave." I had my phone in hand and was ready to call the police myself since this had gone on for quite some time but figured they'd already been called (never heard anyone identify themself as the police, so I think she was bluffing and will call myself in the future). This was a frightening experience, from which I never fell back asleep and now have to drive 3+ hours home. Management should have called the police and had the man removed immediately instead of following him and being loud herself for what seemed like forever.

Pros: breakfast and front desk staff (she gave us some snacks for the ride home and said we could have a late check out if we wanted; couldn't because we had to get home)

*EDIT: in addition to the nuisance drunk guest, our initial room reeked of sewage gas. upon check-in. We placed wet towels over the sink and shower drains in an effort to mitigate the odor but it became nauseating and we had to change rooms. I’m curious what the general manager’s explanation is for this inconvenience too.