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- Buying a Serta Suite Dreams from Hilton: a cautionary tale
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Buying a Serta Suite Dreams from Hilton: a cautionary tale
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.
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.
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.
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'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.
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 .
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.