Homewood Suites by Hilton Baltimore

Homewood Suites - NEVER AGAIN!!!!!!!!!!!!!!! Went to the Homewood Suites by Hilton Baltimore with my family (3 kids - 1 child, 2 adults) and had the worst experience possible. We came from NY to arrive at about 3:30pm. Parking was good, had enough spaces but the app sucked; the app didn't work. The room was disgustingly dirty. We had to clean the entire room with bleach Clorox wipes, including the fridge, very nasty. The floor/rug was so dirty, the walls were falling apart with the wallpaper falling down, the curtain had holes, which you could see at night. When it came time to take a shower, we didn't have enough towels and it was four of us in a room, sharing 2 towels and 2 wash clothes. We called the front desk and was assured someone was coming with fully equipped towels and wash clothes, unfortunately, no one came to bring us new towels and wash clothes and I had to wash them late at night on our first day. I took pictures of everything. After taking a shower and having to wash the towels on my own, we pulled back the sheets to blood on them and that was enough. The next day I asked for another room, which was granted by the front desk, who by the way, were so professional and friendly and re-assured me that my stay was worth it. We received another room, but after two days the AC went off, in 90-degree weather and we had to endure this for the rest of the week we were there. When it was time for breakfast, we had the same food all week, which is crazy. I never stayed at a restaurant, getting breakfast; eating the same thing every single day. Then to top it off, some of the workers came upstairs to get pancakes; which was not offered to the customers and to have one worker in the dining hall, cleaning up after the customers, being friendly and making sure everyone was enjoying their breakfast, while watching the other workers come upstairs just to eat; I think new management needs to be in place. I will definitely download pictures/videos of all the nonsense I had to endure @$177/a night, which is so unfair as a customer. Upon leaving after a horrible stay, I then learned that I owed another night, which has never happened before and then was told that my parking would be double charged to me, with a penalty; after being told by the Manager @the front desk, said that my parking would be added to my room, now tells me that I will be ticketed and penalized, as if I was parking without permission. I will never return to the Homewood Suites again and I definitely will make sure this same review, gets to Corporate. Being on vacation, is exactly what it should have been - A VACATION - not having to deal with what I deal with at work. It was like working away from home. Never really got a chance to enjoy myself; I did more complaining than vacationing. CORPORATE - WTH are you guys doing. Hilton is a brand name and needs to be serviced as such!

No Basic Courtesy No Hospitality Training Bad Everything The worst hotel experience I have had - worst guest services, from managers to housekeepers. I don’t know how they managed to be this bad across the board (except Trudy, Kimek and Asia who I appreciate very much). The manager Daniel has hung up on me numerous times when I inquired about the puddle of brown water outside of the bathroom (yep, yuck!) and when there were the roach invasions (yep, yuck again). The issues can be resolved by tackling sensibly but they don’t seem to have the ability to do so and at the end of the day, I was the one being blamed and ridiculed. They made it seemed like it was my fault. During my 2.5 months of stay - •My food and my belongings have been stolen (I can understand if they thought I have checked out due to bad housekeeping when they emptied out my fridge by mistake but they took a Lululemon bag from my kitchen counter and it never made it to lost and found.), yelled at by the housekeeper woman Sylvia, (I wanted some clean towels and so I called the front desk and they said just ask housekeeping in the hallway for them. I saw Sylvia with her cart, and asked her, out of my expectation she said NO really loud as if I have made an unreasonable request. It was the first and only time I’ve ever been told no when I asked for towels at any hotels. And I walked away without any towels. (Carmille and Vanessa were both wonderful though); •Stepped on puddle of brown water on the carpet (thus undetectable until stepped on) outside of my bathroom (good thing I still had my shoes on); •Laughed at and ridiculed when I asked for the room number of the room they were moving me to. I felt discriminated against as a petite Asian woman. •Locked out of my room in the middle of the night (both keycards and digital keys did not work), I had to go to the receptionist for reactivation twice and they wouldn’t just bring the keys up the second time; •Explosion of cooktop stove when I first turned it on, broken air conditioner, broken toaster (never replaced or repaired). I do want to really thank the tech who came to fix the stove and got approval to put in a brand new one for me. •The final straw was the cockroach invasions. The real problem is things break down and worn out, but it had to take days back and forth of phone calls reminding them or be downstairs in person being treated like it was my fault when requesting help. mind you NO ONE apologized for any of these issues. BTW, I’m a Third Year Hilton Diamond member. And this is how they treat me. What do you think they do to other hotel guests.

Oversold hotel and grossly unprofessional and unhelpful staff - avoid!! Arrived at 1030pm with a prepaid confirmed reservation. (Also a Hilton DIamond for what thats worth.) They were oversold and a whole line of people behind me also had no rooms. No apologies and no seeming way to resolve. I had checked in on the app and been allocated a room number. But when I arrived they said they didnt use that system and werent connected to it. Someone else was n teh room I had been assigned. There were only two staff total at the desk and no manager, so one staff member had to try to reach amanager at home. She couldnt figure out what was wrong with the system, nor get a credit card to walk us all to a different hotel. When they found one it was 15 minute drive away - unaccptable for a buisness trip. In the event she became irritated at the tired and frustarted customers (including a family with young kids who had arrived from a long plane ride) who were standing around for an hour plus and just walked off the job -- about as unprofessional as you can get. After an hour waiting around and no end to the fiasco in sight I walked out and found my own alternatvie hotel across the street. Really awful property and treatemnt, Eventually the third party agent that booked the property refunded the reservation though it took almost a week. Do not stay here.

Would not recommend I definitely would not stay at this property again. When we walked into our room the wallpaper was peeling, the carpet was all stained and the vanity in the bathroom had a giant hole in it. It just didn't feel clean or comfortable. The fold-out couch in the common area had a mattress that was completely worn out and thin. We could hear every word of the people next door and it was so loud my kids kept thinking someone was coming into the room. Luckily we were only staying for one night and not spending any time in the room except for sleeping.

BAD EXPERIENCE DUE TO SMOKING Have stayed at multiple Hilton properties, and this 3 night stay was the worst experience to date. The room was outdated. Th ecouch in the living area was filthy. The carpet throughout was frayed. It took super human strenght to turn the hot water nozell on in the bathroom , and the shower drain did not drain properly. But the worst was the constant presence of cigarette smoke. The smoking area outside is right next to the entrance into the hotel, which causes the entire lobby to smell like cigarettes. Soemone was even smoking on the 9th floor of the hotel which caused our room to have a 3 day stench of cigafettes. I reported this to mgt on my first day and they said they would have someone walk the floor.