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Buying a Serta Suite Dreams from Hilton: a cautionary tale

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12 Jan 2016 07:32 - 12 Jan 2016 14:02 #1 by wvk
My wife & I stayed at a Doubletree Inn (Hilton-owned) and were so impressed with the comfortable sleep we’d had that we tore off the bedding to learn the mattress make & model: a “Suite Dreams” by Serta. When we got home, we found out you can buy them on-line from Hilton to Home, so we ordered one with no hesitation to replace our 10-year-old Stearns & Foster.

We slept fine and flipped and rotated it regularly; but after about a year we noticed it had started to sag, and after a year-and-a-half it had become unbearable. Getting to sleep wasn’t the problem; after settling in, I would wake up in the middle of the night and not be able to find any spot on the bed that didn’t make my hips and legs ache. We tried placing anti-sag inserts between the mattress and boxspring with limited success, and finally filed a warranty claim.

As expected, Serta gave us a runaround. They sent a mattress inspector who measured sag at upper-back level, not where it was occurring, and on that basis our claim was denied. I protested, and their customer service rep flat-out told me that conformity to a sleeper’s body is to be expected and that the warranty covers defects in workmanship, not comfort issues. (I pointed out that diminished comfort must be related to workmanship, but he failed to see the logic in this.) Undeterred, I took our case to Hilton and they went to bat for us; within hours of sending an email, I received an automated call from Serta advising me that a new mattress was in the works. (Way to go, Hilton!)

The replacement mattress finally arrived, and I have to say it was a letdown. I wish I had some way of retaining the memory of how comfortable that hotel mattress had been – and how comfortable the first one we received must have been when it arrived – but my initial impression was that I could feel several of the mattress’s inner coils pressing against me, producing an uneven sleeping surface. I still woke up in the middle of the night with aching hips, although not to the previous extent that I was unable to find a comfortable position from which to get back to sleep. Perhaps some break-in is required, but I don’t remember that this was the case with the earlier one.

Having spent $1500+ (including shipping) for what we’d assumed would be a top-of-the-line mattress, I’m relieved to have at least gotten a free replacement rather than have to shop for a new one. But given our initial disappointment with the replacement, we bought a memory-foam topper. Despite the somewhat disquieting sensation of trying to get to sleep while lying on a large marshmallow, we found it gave us the comfortable sleep we’d been looking for. (I even slept through for 8 hours one night, something I don’t think I’ve done in years.) After using it for a couple of weeks, I wanted to try sleeping on just the mattress again, thinking surely it must be broken in by now and couldn’t be all that bad; we’d even visited friends recently and found their mattress perfectly comfortable, so it’s not as if we’d been spoiled by the memory foam; but the un-topped Serta was as disappointing as we’d remembered.

A final note to this cautionary tale: When you place your order, you’re told that a mattress is going to be custom-built for you. This is a clever sales gimmick (I for one would have been happy to have had them pull one from some existing inventory), but it does make me wonder whether the mattresses assembled for individuals are perhaps made to slightly different (and inferior?) specifications than the ones built for hotels. Is this an unfair suspicion? Even so, I can’t help but wonder. All I can advise is, if you’re ordering a mattress based on a favorable experience at a Hilton, don’t assume that experience will necessarily be replicated at home.
Last edit: 12 Jan 2016 14:02 by wvk.

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12 Jan 2016 11:15 - 12 Jan 2016 13:33 #2 by Phoenix
Hi wvk,

Thanks for taking the time to share your "hotel mattress" experience ... I appreciate it :)

Unfortunately your experience is not unusual for those that buy a hotel mattress which are normally just a lower quality and less durable version of similar major brand mattresses made for consumers (which I would avoid as well because they also tend to use lower quality and less durable materials than many of their smaller competitors). You can read more about hotel mattresses in post #3 here .

While a warranty is important to guard against manufacturing defects in the materials or components inside a mattress that can happen on rare occasions ... as you discovered mattress warranties only cover manufacturing defects and they don't cover the gradual (or more rapid in the case of lower quality comfort layers) loss of comfort and support that comes from foam softening that is the main reason that most people will need to replace their mattress. In other words warranties have little to do with the durability or useful life of a mattress or how long it may be until you need to replace a mattress. If there is an actual defect in the materials it will usually show up early in the life of the mattress but knowing the quality and durability of the materials in your mattress is always a much more reliable way to assess the durability and useful life of a mattress than the length of a warranty. There is more about mattress warranties in post #174 here .

I'm glad to see that your topper has helped.

While there is always some risk and uncertainty involved in adding a topper if you haven't tested the combination in person because the specifics of the mattress itself along with your own body type, sleeping position, and preferences can affect which specific topper would be a suitable choice on any specific mattress ... if a mattress/topper combination is a good "match" for you in terms of "comfort and PPP (Posture and alignment, Pressure relief, and your Personal preferences) then it also has the advantage of being able to replace just the topper without replacing the entire mattress if it softens or breaks down before the upper foam layers in the mattress (which is very common because the upper layers of a sleeping system tend to soften or break down before the deeper layers) or if your needs or preferences change over time and a topper can also help extend the useful life of the mattress underneath it as well.

Phoenix

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Last edit: 12 Jan 2016 13:33 by Phoenix.

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12 Jan 2016 13:17 #3 by MattressToGo
wvk wrote:

My wife & I stayed at a Doubletree Inn (Hilton-owned) and were so impressed with the comfortable sleep we’d had that we tore off the bedding to learn the mattress make & model: a “Suite Dreams” by Serta. When we got home, we found out you can buy them on-line from Hilton to Home, so we ordered one with no hesitation to replace our 10-year-old Stearns & Foster.

I hear versions of this story frequently at my store. What I tell people who sleep better at a hotel than at home is that this isn't necessarily a vote in favor of purchasing the exact mattress you tried at the hotel, but instead an indictment on the current state of your mattress at home and should serve as an impetus for you to visit a quality sleep shop and evaluate new mattresses. While the initial comfort of the mattress you might like at a hotel could be proper, you certainly can't feel the quality, durability or construction of the product at the hotel. The experience you had would apply to almost any visit to any hotel, as the materials used in contract bedding generally are quite basic. Hopefully your post will assist others in a similar situation.

Jeff Scheuer, The Beducator™ Owner of Mattress To Go
Researching for a mattress?... read The Mattress Shopping Tutorial.
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09 Feb 2016 06:53 #4 by valhutch
HI, I just took delivery of my " Hilton Suite Dreams" mattress after staying at a Hilton with the best nights sleep I've had in years. My unease started when my " custom made-4 to 6 weeks" mattress was ready for delivery in 10 days. They told me that someone had canceled their order, however when it arrived on Saturday it looked like a kids mattress and with no permanent tag to identify what the heck it is except for the "law tag" where someone typed Hilton Suite Dreams II PS ?!? . It's light, 33 lbs of fill, it skimpy, the fabric is as seen on all cheap Serta mattresses online with the variegated welting and they sewed it with yellow thread, not custom. It was made 7 days after I ordered it according to the tag. Hilton to Home says yes, that's the real thing but they''' refund my money, never mind I don't have my old substantial but sleepbale Simmons Beauty Rest that they took away...obviously they know this is a cheap Serta and don't want to admit it, I just want exactly what I paid for, if in fact that is still a good mattress, I paid the 30% off price and if that's a reflection of quality or they're going out of business they need to say so. I had planned on contacting Hilton today too after this morning's conversation with a supervisor.. I've never purchased a mattress without a sewn on tag that states what it is.

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09 Feb 2016 12:54 - 09 Feb 2016 13:43 #5 by Phoenix
Hi valhutch,

I'm sorry to hear about your experience but as you can see in the previous replies in this topic (and in post #3 here ) a hotel mattress made by one of the major manufacturers would be a very risky choice.

Hilton to Home says yes, that's the real thing but they''' refund my money,


It's good to hear that you were able to receive a refund so you can start over again and purchase a better quality/value mattress.

Now that you are starting over again the best place to start your research is the mattress shopping tutorial here which includes all the basic information, steps, and guidelines that can help you make the best possible choice ... and perhaps most importantly know how and why to avoid the worst ones.

Two of the most important links in the tutorial that I would especially make sure you've read are post #2 here which has more about the different ways to choose a suitable mattress (either locally or online) that is the best "match" for you in terms of "comfort" and PPP that can help you assess and minimize the risks of making a choice that doesn't turn out as well as you hoped for and post #13 here which has more about the most important parts of the "value" of a mattress purchase which can help you make more meaningful quality/value comparisons between mattresses in terms of suitability (how well you will sleep), durability (how long you will sleep well), and the overall value of a mattress compared to your other finalists (based on all the parts of your personal value equation that are most important to you).

If you let me know your city or zip code I'd also be happy to let you know about any of the better options or possibilities I'm aware of in your area as well.

Phoenix

Researching for a mattress?... Be sure to read The Mattress Shopping Tutorial.
Click here for TMU Discount Codes if purchasing from Our Trusted Members.
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Last edit: 09 Feb 2016 13:43 by Phoenix.

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09 Feb 2016 17:06 #6 by valhutch
What they didn't tell you is that the fabric and the welting are those of the $600 retail, buy anywhere serta perfect sleeper mattresses and NOT the Hilton Suite Dreams t;hat along with no Decal on the mattress that identifies it and the fact that my mattress was removed because I relied on there promise makes there refund not good enough. Give me what I purchase Hilton to Home and stop shoving it under the rug,

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03 Jun 2017 21:30 #7 by Disappointed2
Just had to echo your sentiments & those of the others. We also had a full night of luxury sleep at Denver Airport in 2015 & decided to order same when we got home. Bottom Line... Not the same mattress by any stretch. Can't believe a reputable hotel like Hilton would pull a bait/switch on their customers like that. Problem w/buying mattresses in mattress stores is you don't have opportunity to actually "sleep" on them before deciding; but we'll never again get suckered into buying a hotel mattress. Never Again!

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04 Jun 2017 19:40 - 04 Jun 2017 19:40 #8 by Phoenix
Hi Disappointed2,

Welcome to the Mattress Forum! :)

I'm sorry about your experience :( and that you hadn't found our forum and the advice presented here in this thread and the posts it links to about "hotel mattresses" before you made you purchase.

If you are starting your mattress shopping process over again, the best advice I can provide is start by reading through the mattress shopping tutorial here .

Phoenix

Researching for a mattress?... Be sure to read The Mattress Shopping Tutorial.
Click here for TMU Discount Codes if purchasing from Our Trusted Members.
For any mattress questions Ask An Expert on our forum
Last edit: 04 Jun 2017 19:40 by Phoenix.

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07 Feb 2018 21:01 #9 by Lindamon19
I will ditto your complete statement because thats exactly the same thing that happened to us exactly like you said it. It was like reading my own statement.
I cannot even sleep on my bed anymore it hurts my back so much. Also, I was again going to call the company , but now that you said what you said, forget it. I would probably be better off just going to buy a new mattress. I could see that I am not the only one with this problem.

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07 Feb 2018 21:07 #10 by Lindamon19
By the way I only had my mattress 8 months and its was sinking. Now it is 1 year 2 months old, and It sinks in so much, I feel like I am in a hole and I can't even move.

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