Homewood Suites By Hilton

Greetings Homewood Suites/Hilton Representative:

Its after midnight on a Saturday evening and I felt compelled to document our current disappoint with our recent stay at one of your hotels. When we travel, we prefer staying at Homewood Suites because of the kitchens.

We love to prepare our meals in our room to maintain control over what goes into our bodies. For the most part, as we've traveled over the years and stay at Hilton Branded Hotels, our stays have been pleasant. However, this time, we felt we had to make known our gross disappointment with our stay.

First of all, we selected Montgomery, Alabama because of my fiancés birthday weekend. This was to be a very special three day weekend, consisting of tours of various sites associated with the Civil Rights Movement of the late '50s and '60s.

Before I share several of the things we found issues with, we MUST compliment the staff who checked us in when we arrived. They were very pleasant, engaging and helpful. In fact, throughout the entire stay, the people where perhaps the best compliment we can give...at this point.

We had issues with the elevator being out of order! We're BOTH over 50 years old and our room was on the second floor.

We were told we had to use the rear elevator because the front elevator was out of service and they did not know when it was going to be repaired. Apparently, this has been an issue for several weeks.

Upon arrival, there was only one pot in the kitchen. So when we called the front desk, they were kind enough to bring us two pots, however, they where not the type of pots we needed. In fact, one was a duplicate of one we already had.

So, we had to return the duplicate to the front desk and request the type of pot we needed. This required another walk down the long hallway, to the second elevator and back again. This had happened several times.

The poor quality water facet in the kitchen was loose and unstable. It needed to be and should have been tightened BEFORE we ever arrived!

We checkout in the morning and it still has not been repaired!

There is some black crud (of sort) in the shower by the soap dish. Which by the way, there was very little body wash in the dispenser. We also did not find any lotion in the bathroom, either. (Not sure if Homewood Suites stop providing body wash and lotion, so this may be a mute point.)

The two "kitchen/counter top chairs" provided, were a joke.

They appeared to be chairs designed for children. We're two grown people and sitting in THOSE CHAIRS to eat at the table provided was very uncomfortable. We brought this to the attention of the staff and they said management was aware of this issue, too, and the chairs have been ordered. Yet, it had not been resolved by the time we checked into our suite.

Now, perhaps one of the most interesting things that ended up being the proverbial "straw that broke the camel's back", involved a faulty light bulb.

Our second night stay, for some reason, the bulb in the lamp by the night stand closest to the bathroom cease to work.

We called this to their attention and they brought a bulb to us about 20-30 minutes later. At some point, when we replaced it, we realized the bulb they delivered, did not work. We decided to return the bulb to the front desk, to let them know the bulb they gave us was no good. They were very apologetic and gave us another bulb, to which I returned to the room and immediately screwed it into the lamp closest to the bathroom.

It worked! However, it flickered off and on like a disco bulb of sort. I AGAIN, I had to use the stairs to return the bulb. This time, I told them how disappointed I was for them not double checking the bulb before giving me another faulty bulb.

It was late, I was going to go and return the bulb AGAIN, when I was cautioned to not get rattled on MY BIRTHDAY so let it go and we could deal with it tomorrow...the next day. Well, the next day came and on my way downstairs for breakfast, I decided to hand deliver the bulb to the front desk personnel. She said she would have maintainance bring a fresh bulb to our room as soon as someone was available . Well, about 20 minutes later, a nice gentleman knocked on our door and insisted on coming in to test the bulb for himself.

Hesitantly, I agreed.

However, when he told me the bulb he had WAS THE SAME BULB I TURNED INTO THE FRONT DESK THIS MORNING, I damn near lost it!!!

Now rather than make this any longer, I will end it here and HOPE that someone will reach out to me and try to make this right, IDEALLY, before we check out tomorrow morning.

Hilton and HOMEWOOD SUITES, you have got to do better!

PS: We also had to evacuate a bug from our room. No clue how it ended up on the ceiling in February!

When I initially made our reservations several months ago, I was told that parking was free for our car during the days we would be on an 8-day cruise. We had originally made reservations from 2/23-2/25/24.

The cost was $226 + tax x 2 nights. We were picking up our friends at the airport, and their flight was changed to several hours earlier than expected, and we chose to drive straight through and arrived at NOLA a day earlier (2/22/24). We asked about parking and the girl at the counter stated that as of the first of the year, the policy had changed and there was now a charge of $50 (see receipt), and I was told I could talk with the manager, Mr. Charles the next day after 9A.

Mr. Charles stated it was Hilton's policy to charge for parking and that he could not give me a contact person/number to complain. He was very blunt and uncooperative, even rude.

The first morning there, Friday 2/23, the breakfast was terrible. My husband arrived in the dining room for breakfast around 7:30 a.m.

The guy before him was scrapping the sides of the gravy, all gone. There were three pieces of fruit, an orange, an apple, and a banana. By the time I got there at 8:00 a.m., there were people standing in line waiting for gravy for the biscuits, and the grits were still being prepared and being heated. The fruit was gone and I asked for a banana, which I was told they did not have anymore.

Everyone seemed to be waiting on their breakfast and nothing seemed ready.

Since we were to be there for several days, we expected our room to be made up daily, bed made and clean towels at the very least, however no one entered our room. We asked a maid which was outside in the hallway for clean towels, she took our room number, but no clean towels were put in our room.

We complained at the front desk and they told us that it was their policy to clean rooms every FIVE days, as posted on the mirror in our room.

For the cost we paid, along with our friends, we expected a far better experience on our visit to New Orleans. Hilton being thought of as a high-end, better than average hotel chain, has really failed its mark.

As a Valued Diamond Guest of Hilton, this is the worst hotel ever! I have now recommended family and friends book their reservations at the newer Marriot Townplace Suites, roughly 4 miles from this location, or any Marriot in the area for family accommodations.

I have stayed at this hotel intermittently for the last year, and it isn't delightful. First, the rooms are outdated, there is mold in bathrooms and kitchen sinks, rooms are dirty, and you may find blood and roaches in the room. Silverware is dirty, elevators stink, stairs have a stench, people smoke weed and do drugs in the parking lot, breakfast is disgusting, and housekeeping will walk in your room without knocking(a couple of times, they walked in while I was naked). The hotel is in complete shambles.

The staff is not as friendly and will become accusatory if a guest has an issue. Their employment turnover rate is enormous. Also, they will double charge your credit card and make accusations of leaving a hotel balance. Everything has to be in writing dealing with this hotel.

I have advised everyone not to book here and drive off. It will save future guests the disappointment of usual Hilton expectations. This hotel falls completely short of Hilton's expectations and needs to become unbranded from Hilton. This email took me months to write because I was hoping for change, but I'm telling you guys the truth.

Please remove this hotel because it only brings an influx of nuisances.

Lastly, my debit card became double charged for my recent reservation confirmation # 8230****. I checked in on November 21, 2023, and paid a total of 148.77, which included the incidentals. The following morning, November 22, 2023, I requested to add a night for the night of November 22, 2023 ( total $118.77), and then I spoke with the Manager Renee the night of November 22, 2023, to add the night of November 23, 2023 (total of $118.76). I spoke with Renee at length regarding the amount, and we were both on the same page the night of November 21, 2023, had become wholly paid.

The front office team attempted to run my debit card but, due to the lock on my debit card, was unsuccessful in retrieving the payments. I went to the front desk on Friday, November 24, 2023, and asked the Guest clerk the amount owed, and she informed me the current balance was $207.54. I made the payment on November 24, 2023. I called the front desk on November 24, 2023, to add a night for November 24, 2023.

On the morning of November 25, 2023, I became advised that I had a remaining balance while attempting to add on the night of November 25, 2023. I became informed that I had a previous balance owed on the night of November 21, 2023, and the night of November 24, 2023. I was fully aware of the balance owed for the night of November 24, 2023, but November 21, 2023, was already paid. I voiced my frustration with the front desk, and their only incompetent response was that the amount was an authorization hold and blame your bank.

However, I used a debit card for my transactions, and the hotel deducted the nightly amount from my account. Also, I asked the front desk, How could an authorization be released if I did not check out the hotel? And they could not give me a complete response. Ive had many issues with this hotel, including shady practices.

Please look into this matter. I am troubled and not pleased with the displayed service and being double charged. The Assistant Manager was highly rude and raised his voice at me and became aggressive and accusatory. Hes highly unprofessional and unfit for his job.

Also, I firmly believe he may be behind the shady practices of double charging customers and using their credit card information. This hotel needs a thorough investigation into fraudulent practices. I am requesting for this email to be forwarded to the CEO of Hilton because I am utterly disgusted with the front desk and hotel.

This hotel left me in tears as a Valued Diamond Honors member, and Im not sure if Hilton is the brand to go with the synchronized nuisance. This chain hotel leaves Hilton unimpressionable for quality hospitality.

Sincerely,

A disappointed guest who lost trust in the Hilton brand.

We stayed at this location from 1/11/24-1/16/24. My son had a football event in Dallas.

Let alone EVERY hotel was booked with the great freeze and the cowboys playoff game. This hotel is horribly outdated. Ive never been to one with furniture covers covering the stains and tears! We couldnt get anymore towels as we were told there were none.

We had to stay a week in a kitchentte unable to use the sink at all because of a wretched smell coming from the pipes! My son git to swim night number one then they closed it and the hot tub down for the length of our stay!! The last night there the pipes burst and it flooded the pool into the main lobby and collapsed the ceiling also making the elevators inoperable.

We have stayed in MANY homewood suites. This is completely unacceptable!!oh and my husband had to fix the ceiling fan from wobbling out of the ceiling!

My family and I came to Texas to celebrate my sisters 30th birthday the club closed at 2:10am 12/23/23 we dropped my sister off to the room before we went back out to get something to eat, after that we arrived back to the hotel around 3am 12/23/23. We could not get into the rooms.

Only one side of the rooms were flocking yellow and red which means she locked her side, but our door wasn't meaning she didn't lock our side. Front desk clerk Earnest redid 6 cards before coming to see for his self! Earnest told us he sees the problem and he called the manager. Earnest had to call and wake the manager out his sleep, so Garcia wasn't happy about that, instead of Garcia having management manners, and asking how can he make our stay comfortable he simply gives 3 women and a man one single bedroom, after we spent money on a conjoined room and the battery on the door is messed up.

Earnest goes to tell me what his manager said, and I was not pleased at all. Not trying to accommodate our stay at all. Manager Rafael was called again and woke out his sleep because I wasn't pleased ! I needed two rooms with single beds since they did not have double beds available.

He did not care to listen to what I had to say he wanted to tell me what he wanted, before giving us two rooms he threatened us with calling the police because I didn't want all us to have to sleep in one bed with our big GROWN MAN COUSIN! So I do admit I did get loud but out of anger knowing we stay MANY MILES AWAY we have no family here. We didn't get a room till 5:35am 12/23/23 and after going through all of that, as we're walking to rooms the police met us there saying we are being noisy, that was a lie and then that male officer goes on to say if we don't quiet down he will put us out of somewhere we paid our money, not even knowing what's going on or what we dealt with, and you know the hotel it's not refundable.

We just wanted to have somewhere to lay our head since we could not get into our rooms because of the hotel, we drove all the way down here just to be uncomfortable. I'm very disappointed in the management and I will no longer do service with your company again.

We would like to compliment the staff at the Homewood Suites on Bypass Road in Williamsburg,Va. Kijana Casserly is the general manager and he is doing a great job.

We have been displaced from our home since June due to a fire that destroyed our neighbors' home and left us with smoke and water damage. Our Insurance Company put us here and we have been very happy. The staff is friendly, efficient and professional. We have begun to look at them as family and new friends!

All of this is due to management which Mr.

Casserly is doing quite well.

So kudos to Mr. Casserly and his team at the Homewood Suites in Williamsburg!

Leo and Christine Wells

My apartment is being renovated, so building management placed me at Homewood suites in Henrietta, ny for 35 days. I came to the hotel and my key card wasnt working.

I went to the front desk informed them my key wasnt working. They asked me for the name on the room, I told them and they said thats not the name on the room. I told them that was my room and I left belongings In there. She called her supervisor via phone and the supervisor said nothing was in the room and that we had checked out 2 days ago.

I told her impossible cause we have that room for 35 days and at this point only has been staying there for 14 days. They called police on me and kept telling me nothing was in the room and said I checked out when I didnt.

Absolutely one of the worst hotel experiences ever! Im 100% certain that I left my Keurig coffee maker in room.

Hotel says it doesn't have it. I'm quite upset

Absolutely a disastrous stay:

#. The bed spread was doubled over. When I threw back the covers in the morning, the bottom half of the folded spread had a big yellow stain.

# There wasn't a blanket on the bed.

There was a mattress pad between the top sheet & bed spread. The mattress pad was quilted from side to side, but the quilting stopped at the edges of the bed. A single piece of fabric draped down over the sides of the bed.

#. The liquid body wash & hair conditioner dispensers in the shower were empty.

So, we used bar soap from the sink & skipped the conditioner completely.

# I needed to wash a load of clothes. I put my clothes in the washing machine & dumped a box of granulated detergent on top. I made certain that I had plenty of change to pay for washing. There werent any slots for money.

The machine is totally controlled by your cell phone. I followed the directions on the wall. I had to download an app. I did that.

Then I followed the next steps carefully. My phone kept coming up with some kind of failure message. I called the front desk, they told me to follow the directions & if there continued to be a problem, call back. I did without any luck.

By this time I was frustrated & wanted someone to come up & help me. A hotel employee came up and couldnt get it to work with my phone OR her phone. She consulted another hotel employee who had the same results. Finally the second employee said the machine was faulty & told me to use the washer on the main floor.

So, I unloaded my clothes, full of laundry granules & took them down stairs. The same scenario.played out again. I never got my clothes washed & the employees were indignant when I complained.

# By this time I was so frustrated that I just wanted to get out of the place. In my rush I accidentally left my travel Keurig maker in the room (417).

When I called to ask them to send it to me they insisted that they didnt have it & rudely reminded me that the hotel isnt responsible for items left behind. I have traveled extensively in the US including Hawaii (4 times) & Alaska twice, as well as Europe & other continents. This is the first time Ive left an item that the hotel denies having. Several returning it via USPS at no charge to me.

However I will happily pay the cost of returning it.

I contacted customer service & got a little bit of satisfaction. But I WANT MY KEURIG BACK

From the moment of check-in, the customer service was unacceptable. This experiences all started when I inquired about check-in.

A certain front desk employee was very rude and unprofessional, and her attitude towards myself continued the entire 5-day stay. I contacted Hilton Corporate Office and was told the GM would contact me within 48 hours. That did not happen. After several phone calls to the property, I was finally in contact with a "Front Desk Manager." She also did not follow up with me.

She said they were in "Transition" and did not have a GM on the property.

There are too many concerns to list, but overall, I would not recommend this property if you plan a visit to New Orleans. Actually, I am not recommending any Hilton owned property.