Let me start by saying that my family and I travel frequently throughout the year and I am currently a SILVER awards member. I would like to express my extreme frustration and disappointment in my Home 2 suites experience. My family arrived at the hotel at about 1130 and asked about a possible earlier check in, at which time we were told 3pm checkin. Completely and absolutely understandable. We had things to do in the area and arrived back at your hotel at 515pm with the expectations that we would be able to check in at this point. This was not the case at all, we were told that the rooms were not ready. There were about 5 other families who were also waiting in the lobby for checkins to rooms that were not available. For the next over 2 1/2 hours we had to sit in the lobby at the mercy of a very unhelpful or unable to provide answering front desk staff. I asked about the very clearly posted guarantee promise listed on the wall to which I was dismissed and told Id need to contact cooperate. I asked several times for an update and time frame to which we would be able to get into our room, to which no answers were ever given. I asked what the hold up was and why we were not allowed into our rooms well past the hotel policy check in time, to which the only, very unacceptable answer was the rooms arent ready. This went on for over 2 1/2 hours until we were finally checked into our room about 7pm. Given the amount of travel that my family does I have never ever experienced such a lack of simple common respect and acknowledgment for the lack of preparation and readiness to serve paying customers. I look forward to hearing from you regarding this situation. Thank you Jessica 515-577-**** Mama2zander@***.com