Home2 Suites Azusa

Staff, clean, great accommodations, free parking, pool

Staff was amazing! Had an awesome stay as always. One of my favorite motels.

The room was clean and a great size .

Breakfast good, particularly appreciated some of the minor amenities: ie: the first switch in the bathroom turned on a light above the shower, which doesn’t blind the user.

TLDR: had a very bad customer service experience at the front desk. Ended up getting a refund and driving 10 minutes to stay at the Hampton Inn by Hilton in LA/West Covina. Hampton Inn has way better customer service!!

I am a Hilton Honors member, silver status, and had driven over 5 hours with my 9.5-year-old daughter to stay at this hotel based on our reservation.

The area surrounding Universal Studios Hollywood is increasingly becoming unsafe and we were looking to stay at a hotel close enough that was in a better area and cheaper.

My daughter and I have season passes and frequent Universal Studios often.

Typically my experience at Hilton hotels is I digitally check-in but all of the hotels I have stayed at don’t actually complete the whole process. Most Hiltons still want you to stop by the front desk to complete the check-in before they will let you have the digital key.

We attempted digital check-in through the Hilton app the night prior. On the day of our trip, 6/12, When the system tried to authorize my debit card (a OnePay Bank Mastercard that I keep turned off between uses to prevent fraud), it did not go through because the card was off. I have never had issues using this card at Hilton properties before, and the app had previously accepted it. My name, card number, CVV, and expiration date are printed on my card as well.

I received an automated text message from the Home2suites Azusa property advising of the issue charging the card and to stop the front desk to check in
While we were still en route, the hotel called me. The employee on the phone (who later assisted me at the front desk) argued with me about charging the card and repeatedly stated that they had “no control over the app,” which I found confusing and unhelpful.

Upon arrival at the front desk, I was assisted by the same female employee. She was wearing a black Home2 Suites sweater, had dark hair, and appeared to be either Hispanic or Asian. No staff members were wearing name tags. She was rude and argumentative.

She questioned whether they could accept my debit/Mastercard, stating they “may not be able to take that card because she did not recognize the issuing bank.” After the employee spoke with her supervisor in the back room, she returned and said they would accept it “this one time only.”

When I asked why there was an issue with my card for future stays (since the app accepts it), she began arguing with me again about the Hilton app.

She would not let me speak and was condescending. I became frustrated, demanded that the supervisor handle the check-in, and told her she was being rude.
At that point, she said “okay,” and I asked for my card back. As I reached for my card, she dropped my driver’s license under the monitor/desk. She then stormed off and threatened to call the police.

The supervisor came out, and when he lifted the monitor to retrieve my card, the desk partially collapsed. I immediately told him this was not my fault. I then stated I was willing to stay elsewhere.

The supervisor agreed this would probably be for the best and said he would cancel the reservation free of charge.

A security guard was then positioned at the door to ensure we left the property. My young daughter and I then departed after driving 5 hours to reach the hotel.

Luckily my daughter and I were able to find a room at a nearby Hampton Inn by Hilton at the West Covina/Los Angeles property.
This entire interaction was extremely unprofessional and fell far below Hilton standards, especially for a Honors member traveling a long distance with a child. The employee’s rudeness, the unnecessary argument, and the escalation (including the police threat) were completely inappropriate.

I later emailed the corporate office at Hilton. They forward my email to management at the Azusa Home 2 Suites hotel and I pretty much just received a generic email from the manager.
Your best bet is to not stay at this hotel. Drive 10 more minutes and stay at the Hampton Inn LA/West Covina. They were very nice and even offered some free water bottles.

clean and nice location

The suite was great, and the staff were good and friendly.

Very quiet, lots of parking and clean.

The room was clean and the staff gave me info

Very clean and comfortable. The breakfast was very good. The staff was great. Would definitely stay here again.

Everything