To fill the earth with the light and warmth of hospitality by delivering exceptional experiences—every hotel, every guest, every time.
HILTON’S VALUES
Hospitality We’re passionate about delivering exceptional guest experiences.
Integrity We do the right thing, all the time.
Leadership We’re leaders in our industry and in our communities.
Teamwork We’re team players in everything we do.
Ownership We’re the owners of our actions and decisions.
Now We operate with a sense of urgency and discipline.
Home2 is proud to be part of the incredible collection of Hilton brands.
To understand why guests love Home2 Suites, it’s helpful to know:
OUR BRAND POSITIONING STATEMENT
Home2 Suites by Hilton is a dynamic and savvy brand designed to make guests feel at home regardless of their length of stay, while enabling them to have a positive impact on the world.
OUR BRAND PERSONALITY
At Home2 Suites by Hilton, Free to be You is not just a saying—it is our way of life. It is about genuine connections and an authentic welcome, whether you are a guest or part of our team. Here, everyone finds a sense of belonging, blending professional service with personal touch.
Why we exist
How we behave
HOME2’S HISTORY AND TIMELINE
Before Home2 Suites, Hilton’s portfolio consisted of only nine brands. Embassy Suites and Homewood—Hilton’s two allsuites brands—enjoyed remarkable guest loyalty and strong performance, but there was a notable gap in the market. This gap represented an opportunity to serve guests seeking a more affordable, residential-style stay experience.
In Home2 Suites, Hilton envisioned a fresh and innovative extended stay brand. Today, Home2 serves as a hallmark of “home away from home”, known for our sustainability, pet-friendliness, Free to be You spirit and ability to fulfill each guest’s needs, regardless of their length of stay.
2009
Hilton launches Home2 Suites brand (first new brand in 20 years!)
Home2 opens 100th location (La Crosse, Wisconsin)
First Home2 opens its doors (Fayetteville, North Carolina)
2024
Home2 Suites wins J.D. Power Award for Guest Satisfaction
Home2 recognized as #1 hotel brand in U.S. construction pipeline
300th Home2 property opens its doors (Chicago, Illinois)
2023
700th Home2 Suites property opens (Laredo, Texas)
Home2 negotiates development agreement for China launch
At Home2 Suites, we understand the importance of not only attracting guests, but inspiring them to return.
We do this by delivering a friendly and reliable stay experience to every guest.
Our pledge to every guest is known as the Home2 Guarantee
We guarantee an engaging experience and clean, comfortable accommodations. If you aren’t completely satisfied, let us make it right or that night’s on us.
Learn more about our brand pillars here:
We create an exceptional stay experience through our six brand pillars:
Spacious rooms
Pet-friendly
Home-like amenities Free
EXTENDED STAY
Whether guests are with us for two days or two weeks, our suites ensure comfort and value every step of the stay.
Each spacious studio and one-bedroom suite is equipped with a full kitchen, complete with refrigerator, microwave, dishwasher, sink, toaster, utensils and induction burner cooktops upon request. Home2’s flexible, functional living spaces, which include separate areas for working, dining, and relaxing, are designed to adapt to the diverse needs of our guests and allow them to settle in comfortably for any length of stay.
EXTENDED STAY EXTRAS
For guests joining us for 5+ nights, we offer extra personal touches through our Extended Stay Extras program. By going above and beyond through simple acts of appreciation like notes, small gifts and encouraging words, we can elevate a guest’s experience and help them feel like this is their Home2.
SPACIOUS ROOMS
Home2 Suites offers some of the most spacious accommodations in the upscale affordable suite category.
Thoughtfully designed to maximize comfort and functionality, Home2’s modern, open layouts provide ample space for both relaxation and productivity— including designated areas for sleeping, working, and dining. Our suites also feature plenty of natural light and storage solutions, ensuring a clutter-free and inviting environment.
And for aspiring chefs (or anyone who just feels like dining in!), each suite comes with a fully-equipped kitchen, plus free Wi-Fi and moveable furniture so guests can easily make the space their own.
PET-FRIENDLY
At Home2, we welcome wagging tails and strive to create a PAWsitive stay experience for four-legged family members (and their human companions).
From our pet products available at the retail market to designated outdoor areas for walking, playing and taking care of business, we provide all the amenities needed for a comfortable, pet-friendly stay. We also train Team Members to assist with any pet-related needs, which helps ensure a stress-free experience for everyone.
Do you know where the pet-friendly amenities are throughout your property? Make a list of three pet-friendly establishments (cafes, parks, etc.) near your hotel and keep it in your back pocket for guests in search of recommendations.
HOME-LIKE AMENITIES
We understand the importance of feeling at home, especially during long stays.
That’s why Home2 Suites offers all the amenities you’d expect to find in a comfortable home—plus a bundle of extras to create a sense of belonging from the moment guests walk in the door.
From our free hot breakfast, saline pools and relaxing patio vibes to our complimentary Wi-Fi, Spin2 Cycle combo laundry/fitness center and Home2 MKT (stocked with the treats, snacks and sundries our guests love best!), Home2 has guests covered with everything they need for a comfortable, productive and engaging stay experience.
SUSTAINABILITY
Sustainable stays are the future—and Home2 Suites is committed to sustainable practices that reduce our environmental footprint while providing a high-quality stay for our guests.
We incorporate energy-efficient appliances in our suites and our hotels are designed with sustainability in mind, featuring green building materials and systems that conserve water and energy.
Home2 also offers EV chargers, refillable bulk bath amenities and uses eco-friendly materials whenever possible, saying no to things like plastic plates and utensils.
Home2’s focus on sustainability reflects our responsibility to our planet and our guests.
Learn more about our Free to be You spirit here:
FREE TO BE YOU SPIRIT
At Home2 Suites, Free to be You isn’t just a saying—it’s our way of life.
Our signature service culture is all about extending authentic welcomes, making genuine connections and creating a sense of belonging, both for guests and for your fellow Team Members.
Free to be You is the foundation for all that we do, and each Home2 Suites Team Member—regardless of your role or position within the organization— should lean on our Free to be You brand personality to guide interactions with guests and with one another.
The welcoming, upbeat spirit of our hotels and our teams encourages Home2 guests to feel free to be themselves.
BRINGING FREE TO BE YOU HOSPITALITY TO LIFE
One of the easiest, and most natural, ways to practice Free to be You hospitality is by simply asking guests about their stay. A simple “How is your stay?” posed to guests passing through the lobby, shopping the Home2 MKT, relaxing by the firepit or calling the front desk to ask for information can go a long way toward helping our guests feel valued and at home.
Learn more about our service pillars here:
We also create exceptional stays by leaning on our three Free to be You service pillars, informed by our Home2 teams:
❱ Authentic welcomes, ensuring guests feel valued and at ease from the moment they step into our lobby
❱ Genuine connections, engaging with guests on a personal level and aiming to make every interaction meaningful
❱ Sense of belonging, allowing guests to feel like part of a community where they can relax, work and connect with others
Read on for practical ideas to consider when implementing our Free to be You service culture.”
F&B: BREAKFAST
Every Home2 Team Member plays a role in serving up a stellar guest experience. Below are just a few suggestions, sourced from Home2 teams nationwide, to help you create a sense of belonging during breakfast:
❱ Warmly greet all guests as they arrive in the breakfast area
❱ Walk around the breakfast area with a pot of coffee, offering refills to guests
❱ Draw smiley faces and/ or short, fun messages on bananas
❱ Have grab-and-go bags handy for guests who take their breakfast to go
❱ Decorate tables for holidays and other special events
❱ Chat with guests throughout breakfast service, asking about their stay and helping to resolve any issues
Think of three additional actions you can take to deliver reliable, friendly service in your role. Make these actions a regular part of your Free to be You routine!
HOUSEKEEPING
Clean, comfortable accommodations are a vital part of our Home2 Guarantee. Below are some suggestions, sourced from Home2 teams nationwide, to help you deliver on our Customer Promise with each and every stay:
❱ Stock dog treats on housekeeping carts
❱ Put complimentary waters in the fridge before arrival
❱ Leave a personalized card in guest rooms to help make a connection
❱ Decorate housekeeping carts to reflect holidays and seasons
❱ Take note of favorite (most used) amenities and consider leaving extras in the room
❱ Offer a personal touch based on guest needs, such as stickers or bubbles for guests traveling with children
❱ For guests staying for 30+ nights, assign the same Team Member(s) to build consistency and trust
❱ Provide complimentary laundry supplies for longterm guests to wash a load “on the house”
Think of two specific ways you can help guests feel at ease through your Housekeeping routine. Then, incorporate these actions into your daily practice.
FRONT DESK
The front desk is a prime location to extend authentic welcomes to every guest. Below are just a few suggestions, sourced from Home2 teams nationwide, to help you create an awesome first impression and help guests feel at ease as soon as they enter the lobby:
❱ Call guests prior to arrival to ask about any needs and personal preferences
❱ Smile and greet all guests entering the lobby with a warm “Welcome home!”
❱ Create a “cheat sheet” of nearby restaurants and attractions and keep at the desk
❱ For guests traveling with pets, consider offering a welcome bag with a few assorted treats
❱ Encourage Team Members to add one topic to their nametags so guests can ask questions, sparking connections
❱ Stock pet-friendly items in the MKT, such as treats, toys, leashes and bowls
❱ At Check-Out, tell every guest that we can’t wait to host them again
❱ After departure, send a friendly follow-up email asking about their stay and inviting them back
Do you know where the pet-friendly amenities are throughout your property? Make a list of three pet-friendly establishments (cafes, parks, etc.) near your hotel and keep it in your back pocket for guests in search of recommendations.
MAINTENANCE
Taking steps to ensure that the property is in great working order is essential to delivering an exceptional stay. Below are some suggestions, sourced from Home2 teams nationwide, to help you deliver on our Customer Promise with each and every stay:
❱ Before arrival, conduct guest room inspections to check equipment and make any necessary repairs.
❱ Maintain the hotel’s exterior at all times, as it’s the guests’ first and last impression.
❱ Leave a personalized card and/or a small treat in guest rooms after making a repair.
❱ During inclement weather, consider walking guests out with umbrellas and/or cleaning snow off guests vehicles in the early morning.
❱ For common problems with simple fixes, offer training to other Team Members to increase the number of helping hands.
❱ Check batteries on your property’s Digital Key readers often.
❱ Respond to maintenance requests with urgency, especially for critical issues (temperature, toilet, etc.).
❱ After completing a repair, follow up with the guest at a later point to ensure things are now running smoothly.
Think of two specific ways you can help guests feel at ease through your Maintenance routine. Then, incorporate these actions into your daily practice.
SALES
The sales team is perfectly positioned to establish genuine connections with Home2 guests. Below are just a few suggestions, sourced from Home2 teams nationwide, to help you go beyond surface-level interactions and engage with guests on a personal level:
❱ Prior to arrival, send a welcome email to the group providing some details about the city and surrounding area, including local favorites
❱ For extended stay guests, pre-stock the in-room fridge before arrival
❱ Upon arrival, greet guests with a handwritten welcome note and small, locally-inspired gifts
❱ Walk the lobby during breakfast service, welcoming and getting to know guests
❱ When hosting sports teams, find out their game schedules to help accommodate for breakfasts and other busy times
❱ Introduce yourself to guests when crossing paths around the property
❱ After departure, conduct a personal follow-up phone call requesting feedback on their stay and inviting guests for a return visit
❱ Reach out to customers on a quarterly basis to check in and highlight special offers
Think of three additional actions you can take to build genuine guest connections in your sales role. Make these actions part of your regular routine and watch your sales numbers soar!
HOME2 GUEST JOURNEY MAP
From check-in to Check-Out, the Home2 experience is engineered to be inviting, functional and engaging. Explore the guest journey flow and see how many opportunities you can spot to bring Free to be You hospitality to life.
Prior to Arrival Hotel Arrival
To fill the earth with the light and warmth of hospitality
We Make it Right before, during and after every stay
Through Free to be You service culture and our Customer Promise initiatives
Franchise Disclaimer: Program material is provided by Hilton for informational purposes only, with the understanding that Hilton is, by the provision of these materials, not engaged in the rendering of legal or other professional advice or service. The information contained herein is based upon sources believed to be accurate and reliable; and we have exercised reasonable care to assure the accuracy of the information. However, Hilton makes no representation or warranty as to such accuracy. These materials are made available to franchisees as a resource only. As a franchisee, you retain ultimate control over the policies and procedures that you choose to implement at your hotel regarding the subjects and issues addressed in these materials, including setting your terms of sale. By providing these materials, Hilton does not intend to exercise any direction, oversight or control over your policies, and procedures, or your terms of sale. For all the above reasons, you should consult your own attorney or other appropriate professional for advice concerning compliance with any legal requirement.
