Homewood Suites by Hilton Amarillo

Poor Customer Service / Accommodations **Bad start, front desk lady was a bit coarse. The electronic key I received quite a number of emails about is difficult to use. I had to go back to my room on the 3rd floor to get the hard key because the front desk had a line to get help with it while my family is waiting at the pool. **Our room is supposed to sleep 5, was booked for 5, but there is only room for 4... **Only 3 towels for 5 people... **The pool is quite dirty and full of bugs. **Made a reservation specifically for 5, and the room only sleeps 4. I called the desk to clear up the issue and was told tough luck. **Gonna be a really poor review.....pretty much with all the joy I have shared with you over the past hour without even a response or concern. Manager finally responded to my inquiry for partial refund, since my son had to sleep on the floor. He told me we booked for 5 and said we had 6 people.... not true. Get 2 stars for comfortable beds and good breakfast. I would not stay here again.

Below Average Homewood We stay at Hilton properties all the time and this one has to be among the bottom 10% of those that we have stayed at. The property does not have the typical Homewood layout - it probably was something else originally - which no doubt contributed to the problem. The rooms, for a Homewood, are tiny. We had three in our party and had a very hard time positioning our luggage in the room. The fitness center was a joke. A single room (more like a large closet) with only an elliptical and peloton. Thats it. My mother's assisted living facility has more equipment. On the plus side, its conveniently located near the highway. So there's that.

Gone to the Dogs Dogs are permitted for a fee. We felt like we were staying in a kennel. While we waited for the elevator, we literally saw 8 huge dogs. Then we came across others—barking. Breakfast was marginal. They seemed out of many items that we had to keep asking for—knives, juice, poor quality bananas and oranges, we did not see any raisins for the cereal and tired of asking. There was a mix of paper, plastic, styrofoam, pottery, and metal in the breakfast area.

No Service Whatsoever. Avoid Like The Plague I wrote this review on Trip Advisor ——————- This is the worst experience that I have ever had. I was forced to stay in this Hotel due to some remodeling at my home. We thought that this would be a good option since the rooms come with a mini kitchen, and was essentially an efficiency apartment. No complaints with the room overall although the sofa was old and stained and obviously needed to be replaced. The problem came with service. Upon checking in the room, we immediately knew that we would need more towels since only one day was provided and we would be staying at least 2 days. The rooms are only cleaned once every 2 days to begin with but I was okay with that. I called once on day 1 to request towels, no response. I called twice on day 2, no response. I called again on day 3, but was told that since the room was being cleaned that day, we would get more towels. No luck. I saw a cart down the hall and had to take some for myself. There is no literature in the room about available activities, restaurants, services, etc or where I can even get ice. Amarillo is not a vacation destination or Mecca but can you at least point me to a good place to eat! The employee (manager?) at the front desk during the day was rude every time I spoke with her and she rushed me when I tried to explain my problem with the room. I was finally fed up when my request for toilet paper was ignored. I called the front desk and was told that I would have to come to get the toilet paper myself since there was no one available. This was almost midnight mind you. It is unfathomable that there is not a single employee that can bring towels or toilet paper. My question is who would respond if the shower did not work or if there was a flood in the room? The “free” breakfast is a joke. If you like powdered eggs, tasteless gravy, or coffee that might as well have been water then by all means enjoy. No fresh fruit or even oatmeal to be found. I am a lifetime diamond member and this is unacceptable. I advise everyone to avoid this property like the plague. I will file a formal complaint.

Sex toys left behind in a dirty room Unfortunately this hotel has provided the worst customer service experience my family and I have ever been exposed to. Considering what we experienced, the best decision is to avoid this hotel at all costs. First we received a room with dirty dishes. After speaking with the front desk, they offered to refund the room because they were sold out. The following morning, my 9 year old daughter discovers a drawer containing adult toys, lube for the adult toys, a blue mat that seemed to be used to contain the fluids produced while using the adult toys, knee pads, restraints, grip trainers, resistance bands and other items. The picture below is the only picture that avoided obvious adult items, therefore it is the only one I can upload considering the potential exposure to minors. After zooming in, you'll be able to see the manual to one of the adult toys found inside the leather toiletries bag, in addition to other male stimulants including lube. The blue item next to the bag is the mat, or cover, that appeared to be for the bodily fluids. Coincidentally, the front desk called me shortly after my daughter made this discover to inform me that they didn't charge me a pet fee. After informing them that our pet was included when booking the room through the Hilton app, the person at the front desk informed me that they don't work with the Hilton app the same way other Hilton hotels do, so I'll need to pay the fee in person. Naturally, I informed them of the adult toys in the room, and they said the only thing they can do was refund the pet fee for the inconvenience. They assured the pet fee was refunded, and I let them know that refunding a $75 pet fee was not an adequate solution for this situation. The manager let it be known that they were refusing to do anything else about the issue. The manager also never apologized or spoke to me in person. I called Hilton's corporate office and they escalated my case, only to discover that Hilton's corporate office will not resolve an issue past what the general manager will offer. After corporate called the hotel, the manager claimed that I was lying because supposedly their room service team did a thorough search and cleaning of the room after we left and did not discover the drawer or any adult toys. According to what the general manager asked the employee to tell me, none of the items in the picture were found in the room or in the rooms trash. Considering that some of the items measure half the size of the drawer, it's evident that the statement is false. The manager also still charged the pet fee, despite stating it was refunded. If this weren't a public post, I'd be uploading the more explicit pictures of the items discovered, to show the severity of how little this hotel's leadership team, and Hilton's corporate office, cared that a child discovered and came into contact with these items. The refusal to take any responsibility, attempt to discredit me, and continue to disregard my guest experience, is disgusting. The Hilton hotels surrounding this Homewood Suites, seem to be linked to one another based off what an employee mentioned. Just pick another hotel. Avoid this hotel, and it's related locations next to it. Although most people will hopefully not share my experience, it doesn't seem worth it to gamble that any severely negative experiences will be handled in an unjust form with complete disregard to you and your family.