I'm a Hilton Honors Gold member and I had stayed with my family at the Home2 Suites in Middletown, NY for a wedding.  

Our stay was uneventful until the day of our departure. I was unexpectedly running late and immediately went downstairs to the front desk an hour before checkout time to request a late checkout and spoke to the front desk manager who later identified herself as Liz or Lisa ("Ms. L"). She checked with someone on her radio and subsequently advised it was not possible, saying checkout time was 11:30. Knowing that I needed additional time to finish packing, I followed up and stated I was a Hilton Honors Gold member and asked if that status would possibly grant a little extra time. She provided no response and proceeded doing other tasks.

I made my way back upstairs to my room and ran into a housekeeper cleaning a room on my floor. I also asked her if it was okay to have a little extra time to pack. She responded check out time was 11:30. I acknowledged her response and let her know that I was going to pack as quickly as possible and also indicated that my wife and insistent toddler would take a quick last trip to the pool while I was packing. And so, I returned to my room while my wife and toddler went to the pool. As I had done prior to our trip, it was more efficient for them to be out of the way while I packed - especially within the smaller confines of our hotel room.  

Consequently, I continued to aggressively pack. However, starting around 11:10; for the next 20 or so minutes, I experienced intimidating and harassing conduct by Ms. L. and a housekeeping supervisor who identified herself as Krista or Kristal ("Ms. K"). Approximately every five minutes, I was repeatedly interrupted by phone calls and then multiple knocks on my door from Ms. L. and Ms. K. asking me if I was going to check out; and each time, they advised 11:30 a.m. was checkout time. I repeatedly advised them I had understood them the first time and that I was doing everything in my ability to quickly pack. Their behavior was extremely disruptive and intimidating.  

As a former Diamond member and now Gold member, I've stayed multiple times at various Hilton properties including a Hilton Grand Vacation resort and have never experienced such harassment and humiliation by hotel staff. I could not understand what triggered their intimidating behavior other than that I was running late and that my wife and toddler were using the pool so close to check out time, while I was packing.  

Regardless, I ultimately finished packing and ensured our room was in good condition while my wife and toddler returned from the pool at approximately 11:30 a.m. I then proceeded to bring our belongings to our vehicle and completely vacated our room at approximately some time before noon - 30 minutes past the checkout time as repeatedly scolded by Ms. L. and Ms. K.

However, the harassment unfortunately did not cease upon our leaving the hotel. Ms. L. violated her fiduciary duty to protect my financial data by making exceedingly excessive attempts to charge my credit card with various unauthorized amounts. I received numerous fraud alerts from my bank indicating multiple Hilton charges for multiple amounts were being attempted within one-minute intervals. This occurred shortly after we left the hotel and continued until the following day. In total, there were twelve attempts that I was made aware of by my bank. Further, as of today, I received two different folios with unknown miscellaneous charges that do not make sense.

The behavior of Ms. L. and Ms. K. turned a rather uneventful and pleasant Hilton stay into a horrible nightmare and more importantly, stained the wonderful memories of the wedding we were in town for. It's shameful their conduct is the face of the Hilton brand and in my opinion, such individuals should in the very least be reminded they are in a guest services industry and perhaps revisit internal policies on guest interaction and handling of guests sensitive financial data. Although, I may have technically exceeded the 11:30 a.m. check-out time they scolded me for, I made every attempt to vacate as quickly as possible and was ultimately out within a very short and reasonable amount of time. As such, I will not stay at this property in the future and cannot recommend this property to any friends and relatives. My complaint is being escalated through Hilton corporate office and other channels and is pending their response.

Great stay. Staff was fantastic. We added a day after already having a booking. They were able to accommodate us so that we wouldn't have to change rooms. Breakfast was good. Something for everyone and the breakfast staff were quick to answer questions and ask if there was any way they could help. Pool was very busy which we expected given the location and time of year. Everyone seemed to go to Legoland then back to swim in the evening. We were still able to play ring toss with our floating flamingo.

Positives: staff are very helpful and knowledgeable about the local area, the wait for checkin and checkout is minimal, the location is very good.  It is surrounded by parking lots and shopping plazas, and there are three restaurants and a beer store right next to the hotel property. Drive to Legoland is about 10-15 minutes, there are three  intersections with traffic lights before hopping on the highway.

On the other hand, our first complaint is that room smelled like there are nanoplastic particles in the air, an odor from some artificial materials or furnishings, or like when you open a brand new cheap plastic or rubber mats.  This is a reason we won't visit this property again, especially concerned for the health of our kids. The fan in the bathroom doesn't work. Is it a humidistat issue? It must be as there are no switches to turn it on. Minor issues that aren't deal breakers: (1) towels in pool area were out and not resupllied, (2) treadmill in fitness room is only one and is too squeaky, plus there is no fan in the fitness room, (3) breakfast offers a decent variety but there aren't any fresh cut fruits, the hotel only offers whole green apples and stale oranges of the type that arent easy to peel. I expected it better for a single room where we pay almost $300 per night.