Home2 Suites By Hilton Azusa

Recent Reviews: 213

• User:Christopher J

  Trip type: Family

  Horrible customer service, don’t book this hotel

  15 Jun 2026

  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 inWhile 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.

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• User:Dan E

  Trip type: Business

  Says one thing does another check in person

  22 Apr 2026

  Even if you member of Hilton they asked you what time you be coming in for an early check in and still tell you wait an hour or more What’s the point asking what time I be showing up then if you guys don’t have a room ready? Over the phone he said may likely they have it in person wait and hour or more. Thanks a lot man. Wasting 2 hours of my day. Could have said No don’t come we don’t have anything available in next 2 hours because we prefer to lie. Last time lady was nice this time this guy thinks he’s the boss and only a desk check in person. Ugh

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• User:Ryan A

  Trip type: Business

  Sketchy spot

  05 Feb 2026

  The air conditioner only goes down to 68 and then resets to 72 in the middle night. Woke up sweating at 4 in the morning because they texted me to see how my stay was :/Also the area is super bad, saw two hobos fighting in the parking lot

• User:Explorer00484096816

  Trip type: Family

  Exceptional Service That Saved Our Trip

  19 Jul 2025

  We had an incredible experience at this hotel, all thanks to the amazing staff—especially Clarissa and another team member whose name we, unfortunately, didn’t catch.After leaving another hotel due to poor service and unprofessionalism, we arrived here late at night on July 18, feeling stressed and disappointed. Clarissa welcomed us with genuine warmth and professionalism, staying a few minutes past her shift just to make sure we were checked in and comfortable. Her kindness immediately put us at ease.The other staff member working that night was equally thoughtful, greeting us each evening and checking in to make sure we were doing well. Their care and hospitality made all the difference.We only stayed two nights, but those ended up being the best moments of our trip to LA. We’ve found our new favorite hotel in the city, and we’ll definitely be back for future visits.Highly recommend—not just for the comfortable accommodations, but for the truly outstanding service!

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• User:Ginger J

  Trip type: Couples

  Great place to stay!

  28 May 2025

  We have stayed there several times and are always pleased with the accommodations. Nice comfortable rooms with sitting area and mini kitchens. Good selections for breakfast. The staff is always very accommodating. Highly recommend it.