6/10 Okay
Brigid B.
Jul 26, 2022
Liked: Cleanliness
Inaccurate listing and a lot of check in issues
We were not given the 2 bedroom full suite at the homewood suites hotel at all, as is included in the listing at the time of this review. We were instead given 2 separate, double queen standard hotel rooms at a different hotel, the hilton garden inn next door. When we asked the staff at homewood when we tried to check in why we were being given different rooms from what we booked, they told us that booking and pre-paying for this 2 bedroom suite in this listing is not a guarantee that you actually booked it, it's just a request that they can choose to fulfill at their discretion and that there is no way to guarantee that you'll get what you actually booked at all. They also said that the only way to maybe get it is to book 9 months to a year in advance or more if it is a popular travel time, and maybe you get it as long as no one else books it, and you won't even find out until you check in. This is totally unreasonable in my opinion, but apparently the folks at the Homewood suites think it's a completely ok policy to have and were annoyed at me for asking why the rooms we paid for werent available. But that wasn't even the most frustrating part of the experience. When we tried to check in, they didn't have any rooms for us at all. They had to walk us over to a different hotel next door, where they spent 45 minutes bumping other people out of their rooms to get rooms for us. The staff at the second hotel (Hilton garden inn) was very friendly and understanding and apologetic and they did the best that they could, but I would never stay here again (Homewood suites by Hilton). I'm a hilton honors member and I often stay at hilton hotels when I can because I usually have good experiences, but this one was not it. They gave me a refund amounting to about 15% of what we paid, but honestly getting the refund was not worth the trouble we went through for it. I do want to stress though that the folks at the hilton garden inn were fantastic despite definitely being overbooked and understaffed. I'd stay there again for sure, but not the Homewood that this listing is for. Also, the valet is shared between the two hotels, so at least I didn't have to get my car back. And yes, it is mandatory and also really expensive ($45 per car, not including tip) so plan ahead. They should really include that in the email they send to you prior to your stay and also include it in the listing blurb. It would save a lot of people trouble and probably improve their rating
Brigid B.
Stayed 1 night in Jul 2022