Homewood Suites by Hilton Lake Mary Orlando North

Ok for a short stay. You get what you pay for with this one! I’m good with no frills for a 2 night stay, but I don’t tolerate when a place isn’t kept up and tidy. I booked here because it stated that it had been recently renovated. Unsure when, but definitely not recently. The linoleum tiles in the kitchenette were lifting and buckling. The body wash was empty in the shower too. Only 3 towels in the room for 4 people. Housekeeping was “unavailable” for the duration of my stay.

What a great visit! I had the best experience at this hotel and I especially want to thank the Dominican manager Acelia I believe her name was I am so grateful for her hospitality and time. The hotel was very nice, clean and comfortable. I would recommend to anyone.

Worst General Manager and NOT a full kitchen FIRST, this hotel is NOT newly renovated nor does it have a FULL kitchen as described online. We are currently displaced from our home after a serious incident occurred making staying home impossible. My insurance company called and reserved 3 KING suites for us. I called to see if the rooms were ready and was told they were. When we got her we were informed that even though we had reserved 3 king suites they didn’t have any for us. After a discussion with the front desk clerk, they managed to find one king suite while the other two rooms had to be queens. We are scheduled to be here until August 9th while our home is being repaired. The king room they gave us faced the electrical pad with zero natural light. I went back and asked if there was anything else available. They gave us a different king suite. We were very grateful since being stuck in a hotel for 7 weeks in a dark room would be miserable. I went to make dinner and when I went to preheat the stove, I discovered there isn’t one. This hotel lists it has a full kitchen so I assumed we got a wrong room. I went back to the front desk and the General Manager told me not a single Hilton on the planet has an oven. A full kitchen consists of a small fridge, microwave, hot plate surface, and a dishwasher. I told him this was a kitchenette and while I realize there is nothing that can be done for us, the description needs to be changed. He argued with me about what a full kitchen really means and obviously, even though I’ve worked for Hilton, I don’t understand what full kitchen means. At no time did he introduce himself or apologize. Sadly, the air conditioning did not work in our new room. The following day, maintenance came and repaired the noise but the AC was not able to get the room below 80. That night, the toilet stopped flushing. I checked to make sure the chain was attached. Everything seemed okay so I went to the front desk to report the issue. The front desk clerk told me maintenance wasn’t available and I’d have to plunge the toilet myself and she’d let maintenance know the next day. For 9 days maintenance did not come fix the toilet. The GM never checked on us despite me going every day demanding they fix my toilet. So we were stuck in a room without a working toilet for 9 days and the GM didn’t care. We also went 8 days without housekeeping. We were told they come every other day. Again I went to the front desk at day three and requested housekeeping. They never came. On day 12 of our stay, 9 without a working toilet and 8 days without housekeeping, I woke up to water pouring into our bedroom from the ceiling. It was 6 in the morning and I went downstairs to tell the front desk. The front desk clerk told me she would let maintenance know when they got in at 9!!! She told me to move my stuff out of the bedroom if I didn’t want it ruined and to make up the couch and sleep there!!!! Maintenance stopped the leak at 10:30. We were told by the GM that they stopped the leak and we could stay in the room!!! At that point I exploded about the toilet,lack of housekeeping, staying in a room with wet carpets and a dripping ceiling. He offered no apologies and walked away. At this point I called “corporate”. Only after that call did the GM move our room. He was extremely condescending and told me I need to accompany him and the Assistant GM to my potential new room to make sure it was “up to my standards”. He spoke to me very loudly in the lobby with other guests around listening. We got to the room and he told me to “Go flush the toilet as many times as you need to, to make sure it flushes to your standards. Not once did he offer an apology. Not once did he ever call to see if everything was fixed or okay. Not once did he address my husband or me by name. He made us feel like our issues were an inconvenience for him. He is the most uncaring, unprofessional, ignorant GM I have ever met. He claimed he didn’t know what was going on in his hotel. If he bothered to read the pass on log, he’d know what is going on in his hotel! Corporate, who called the hotel annd confirmed everything in our complaint was 100% accurate, informed me that we deserve compensation but that the GM has to issue it and it needs to be done with 72 hours of our filing the complaint. As expected, it’s been 4 days and he has done nothing. Yes he was here July 2,3,4,5. We are supposed to be here for another 4 weeks. My insurance company has removed this hotel from its list and is trying to find us another hotel, which is not a Hilton, to stay at. This hotel may be okay for a short stay. It is not equipped for a long stay. If you have any major problems, pray they don’t happen at night because nothing will be done. Don’t count on the GM to make it right because he doesn’t care about his guests.

The multiple rooms didn't make up for the breakfast Quiet (even though I was placed opposite an elevator), clean room (even though it wasn't cleaned during a two-night stay), with a free breakfast (good only if what you want is bacon, potatoes, and warmed-up frozen miniature cheese omelets). Fruit was in short supply, but they do offer flavored yogurts. Saw other diners putting full plates of food in the garbage. Kitchen staff seemed to be having a good time, though, yelling across the room over the TV. I had a better breakfast from Wawa which I ate in my car.

discrimitation treatment when you book with a 3rd party company Hotel employee Josh Quinones was rude, left me talking to my self on the front desk when argued that its been 2 days trying to get a resolution about getting the correct room or getting a response from the Hotel to the 3rd party explaining what happenned so I could move to another hotel or get a refund. The hotel is under remodeling, there is no manager or assistant manager on dutty from Friday to Monday so you are pretty much on your own. Hotel personnel stated that this things happens because you did not book with them directly but the hotel still partners with 3rd party companies but will not give you the same customer servise despite of you staying in the Hotel. Food was very good and housekeeing personel was very nice. Hotel was over priced at $200+ per night when its been under construction. Hotel rep Josh bellow has no customer service skills. Hilton shiuld monitor and train better the personel and if unable to give the same treatment and resolutions to your 3rd party reservation guess then stop using them. Zarahy Pacheco Reservation 52311291 Oct 20 to 23 left one day early due to all the inconvenience.