ComplaintsforHomewood Suites by Hilton

• Initial Complaint

  12/23/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On December 20, 2021, my family of four including one child checked in to the Homewood Suites by Hilton in *******, *********. At 7:00 AM on December 21, 2021, my family had the free breakfast at the hotel. During the breakfast, a homeless man was seen sleeping at one of the dining seats/tables. The dining employees were in the kitchen preparation area and I could hear loud discussions that were political in nature. The eggs that were available were scrambled and appeared to be simply mixed with an abundance of barbecue sauce. The dining television was playing an R-rated movie Nightmare on Elm Street with my child at breakfast and other families with children. I complained to the front desk. Later in the morning I witnessed an argument between employees that included loud profanity. An older employee was complaining and using F-bombs in his discussion. The actions were intimidating to me and my family. I complained to corporate. Later in the evening, I returned to my hotel and it was not cleaned. I complained and was told that I had to request cleaning. I made the request on Tuesday, December 21 at 8:00 PM. I also called again on Wednesday, December 22 at 1:00 PM as a reminder. Both times I was told that my room would be cleaned. On December 22 at 9:00 PM I arrived back to my room and it was not cleaned. I reported the incident to the front desk and was told that the cleaning supervisor left early and that I needed to speak to a manager the next day. I am paying about $170.00 per evening for this hotel which is fairly high for this area. However, the hotel has failed to provide adequate services in return. I suspect that the poor services have been intentional due to complaints that I made on the first day vis-a-vis breakfast experience.

  Customer response

  01/14/2022

  Better Business Bureau:
  
  I was contacted by Hilton corporate and they refunded one of my three nights -- about $180.00. Moreover, I received a letter apologizing and stating that hotel management will address the issues so that it does not happen again in the future. At this time, my complaint, ID ******** regarding Homewood Suites by Hilton has been satisfactorally resolved. 
  
  
  Sincerely,
  
  ***********************
  

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