Homewood Suites by Hilton Jackson

If I was rating on location alone this would be a 5--Jackson awaits you right outside their doors, But alas, there is more to a hotel than location. Traveling for my birthday and unbeknownst to me my partner had called ahead and they were very kind in leaving a basket of huckleberry goodies and a card. The room was an upgrade from what was booked but besides the wonderful window--as seen in the picture attached--the rest of the room was tired, dark, and well worn. The bedroom--this was a one bedroom suite--was claustrophobically small and dark and seemed to echo the all night sound of slamming doors in the hallway. This lack of sleep was punctuated by breakfast in a tight room and non-functional hot tub we'd hoped to enjoy before heading to our next location. Front desk staff was less than enthusiastic and just didn't stand-up to the service level I've come to enjoy at Hiltons. You'll read complaints about the $19 parking but I appreciated being able to be off-street and covered.

First I would like to recognize Heidi! She checked us in and was very helpful all during our stay. She went above and beyond what I would think is her role at the front desk ( running up and resetting breakers every time someone did laundry!) Heidi is a perfect example of what Hilton should expect for their employees. Tony was at the desk during the evenings. He is very nice and he also provides great service. Hilton is very lucky to have Heidi and Tony. This Homewood suites is within walking distance to the town square, restaurants, shops, etc. it was a perfect location for us. It was quiet at night. It does have a fireplace. The rooms have been upgraded. Rey nice’ There was coffee available. We enjoyed the evening cookies too! There is construction happening now and parking was challenging at times. We really like this hotel and hope to revisit.

So, ouch. I’m a total died-in-the-wool Hilton fanatic, and I rarely have cause to complain about any stay whether it is a Home2 or a resort property. This stay, though, was troubling. This is NOT a resort property and the parking lot is just space behind the hotel. At $19 per night. Self parking, insufficient parking, lot being sealcoated. $19 per night. We had to walk to dinner the 2nd night because the 1st night we left for an hour and when we returned at 6pm we got the LAST space. Ummm. $19 per night. Next, we found out AFTER leaving things in our room and leaving that 1st evening that closing our door (even slamming the door) did not latch it. Only about 30+ pounds of lift on the handle of the closed door would latch it. Front desk seemed rather non-plussed by this revelation of a major security issue. Next, the blackout shade in one room just fell during our stay. We notified the front desk when it started and was asked “How did THAT happen?” Ummm, you tell me? And no offer to come try to fix it or anything. And, finally, it was in the 20s overnight. Heat did not work. Thankfully, the suite had a fireplace. Bed was comfortable. Shower was nice. Room was clean and quiet. Fridge was cold. Staff was friendly if not particularly responsive to the room problems. This property is undergoing a renovation and this may explain some or all of the issues experienced.

This one being located bit away from the centre is perfect if you want bit peaceful quite time yet close to the centre (10 mins walk). Room/suite is spacious clean and mine had a great view being in the corner. Suites are equipped with a fully equipped pantry with tea/coffee maker. Breakfast was basic but good. Best part is you have nice coffee and even fruits available at the reception 24hrs. Unlimited bottled water which you usually don’t get in most of the hotel. Airport transfers available which was quite helpful. An indoor pool and basic gym tool. But if needed the hotel has a tie up with a local gym nearby and guests can access free. Super efficient and helpful staff.

Met my brother here to ski. Hotel was great. Annie and Tony were awesome! They made our trip so easy! This is a great spot to ski, hang out, and relax. The hotel is in a great location combined with the shuttle we didn't need a car either. Good times every day of the week.

Property under renovation so somewhat limited parking. Also, I didn't realize there was a daily $20 fee for parking. We did walk into town, but it was a dark walk, and sidewalks icy in places. Doable, but just be careful... suggest a flashlight. Front desk staff very helpful. VARIETY on the breakfast buffet was great. Definitely would stay again... and plan to!

The full size beds at this hotel were both extremely broken down (tag said 2015) and pullout couch had the thinnest "mattress" with springs poking out. This made actually sleeping almost impossible. To make it even worse, many of the sheets/pillowcases had serious stains making them appear not clean. Furniture was dated and showed lots of stains on the couch cushions. The carpet had started to fray in places as well. The kitchen was decent for preparing a few things, although lacking some of the basic kitchen utensils. This hotel needs a serious makeover. The best thing about this place was the staff. Everyone we were in contact with tried to do whatever they could to help with any request. It is located in the downtown Jackson Hole area making it easy to walk to restaurants/bars/grab coffee. It is also only about 15 minutes from the airport if you are flying in rather than driving.

Second time in Jackson. First time at this Hilton property. Spent three nights there with my wife so was able to get good feel for property. Pros - Location. Not too far from center of town. Very walkable. Friendliness of staff. Everybody at the property was extremely polite and friendly! Cons - Rooms are “tired” and a bit worn. Not all appliances in room worked. Comfort - room was a bit “tight” but manageable. Sleeper sofa was dated and extremely uncomfortable. Don’t plan on using it. Fireplace was inoperable. HVAC unit struggled (ironically an HVAC company was on our floor the day we checked out). Cleanliness - rooms were clean however common area needed regular attention but did not receive it. Example - Notified housekeeping of garbage that needed to be removed from waste bin in hallway outside our room (it was filled with soiled diapers). Was not addressed for hours and hallway filled with foul smell. This was an issue on two of the three nights we were there. Service - service was below average for Hilton. I’m guessing this is due to lack of staff and not due to their willingness to assist. Examples - no one there to check us in at arrival. Waited for 5 minutes before finally calling the property hoping someone would answer. No one answered. After 10 minutes someone arrived to check us in. As mentioned earlier not all appliances worked. When asked to receive a replacement was initially told they did not have any and, ironically, could not leave front desk to deliver a replacement because there was no one else on duty to wait for arriving travelers. As noted above, responding to areas of immediate need in common area took a lot of time. On average I spend 50+ nights on the road each year, many of which at Hilton properties. I’m a “low frills just give me the basics and I’ll be happy” type of guy…clean, quiet, and comfortable with reasonable service. Anything above that is a bonus. If I did not know this was a Hilton property I would have not guessed it was - atypical. Overall value was below average.