Homewood Suites by Hilton

Dear Sir or whomever this may concern,

I have stayed at your hotel suites before, matter of fact last year I stayed at Homewood Suites on Airport Blvd. in Mobile, Ala. and it was one of the best I've ever been in.
So I called and booked two rooms for May 17th through the 20th at your Homewood Suites Hotel at East Bay-Daphne, Ala. My confirmation number was 97776106
Me and my guests were expecting a nice stay as before in the Airport Blvd. area. Boy, was I ever let down. First of all, when we got there, they were painting the sides of the hotel.
They had all the windows taped and plastic up. The wind was blowing hard and I didn't want paint all over the car, and I didn't want to be in a room with plastic all taped up over the windows.
Second, I asked did they have a complimentary bar in the evening time like the one on Airport Blvd. did? He informed me that they didn't...so disappointed...then they gave us two rooms...when we got to the rooms...they hadn't been touched since the last guests left...bed unmade, dirty trash all over the place...we just shut the door and went back to the fellow who checked us in and I told him I wanted to cancelled all of this...no sense in all of this. We went over next door to the Hilton Garden hotel.
I called on May 7th to make this reservation. No one told me of the painting...no one told me they didn't have a complimentary setting in the evenings...and on top of all
of that...neither of the two rooms had been cleaned at all...We wanted this hotel for the full kitchen, and the evening complimentary settings...just like the one at Airport Blvd we stayed at last year.
I've never been so disappointed in a Hotel chain...especially a Hilton...
This was not right and I should have been told that they were painting, and no complimentary services...not to mention un-touched dirty rooms!
Just a highly disappointed customer.

Kenneth Brock
[protected]
Warm Springs, Ga. [protected]
[protected]@att.net

My Hilton account #: [protected]

(The following was copy/paste by Revdex.com staff - LST)***March 1, Sent via E-Mail Only lou [redacted] Lou T [redacted] Revdex.com, IncEuclid Ave., 4th FlCleveland, OH Re: Richard R***, Case # [redacted] Dear MrT [redacted] I have conferred with management and performed a review of MrR***'s fileMy clients records show that MrR***'s is still a current active applicant at The Element and his application was approvedMy client is sorry that MrR***s feels that he has had a less than satisfactory experience attempting to rent an apartment at The Element however my client does not have a record of either MsVanover or MrR***s contacting the community to schedule MrR***'s move-inMy client's records do show that Leasing Consultant Mario Sanchez has attempted to contact MrR***s via telephone calls to schedule a moand to execute a lease agreement and has not received a response from MrR***sAs well, my client's records show an e-mail was sent on February 9, regarding information necessary to process a move-inMy client has no record of MrR***s cancelling his applicationIf MrR***s would like to cancel his application he is more than welcome to do soMrR***s can contact Assistant Property Manager Ashely M [redacted] directly to cancel his applicationThe management contact phone number is [redacted] and Ashely's extension is ***In the alternative MrR***s can send MsM [redacted] an email at [redacted] Once MrR***s has cancelled his application, my client would be happy to return his deposit and can refund the deposit directly to the debit card he used to pay for the depositA credit to his debit card would take 3-business days for it to show up on his accountIf you have any questions, please feel free to contact meLydia DB [redacted] Staff Attorney Cc: Lisa R [redacted] Regional Director Shatoya M [redacted] General Manager Ashely M***, Assistant Property Manager

After review of the situation with the guest, we have decided to Refund the entire Guest Stay with usThe guest was obviously and understandable unhappy with his stay with us, and such We honored our 100% Satisfaction Guarantee, We reached out to the guest to Inform him of this decision earlier this week.Our highest goal and importance is to protect the safety of our guests and ensure they have a pleasurable experience when staying with usWe hope that this guest will return to us to allow us to gain his loyalty.Regards,Jordan B***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

(The following was copy/paste by Revdex.com staff - LST)[redacted]March 1, 2018 Sent via E-Mail Only lou[redacted]Lou T[redacted] Revdex.com, Inc. 2800 Euclid Ave., 4th Fl. Cleveland, OH 44115 Re: Richard R[redacted], Case # [redacted] Dear Mr. T[redacted] I have conferred with...

management and performed a review of Mr. R[redacted]'s file. My clients records show that Mr. R[redacted]'s is still a current active applicant at The Element and his application was approved. My client is sorry that Mr. R[redacted]s feels that he has had a less than satisfactory experience attempting to rent an apartment at The Element however my client does not have a record of either Ms. Vanover or Mr. R[redacted]s contacting the community to schedule Mr. R[redacted]'s move-in. My client's records do show that Leasing Consultant Mario Sanchez has attempted to contact Mr. R[redacted]s via telephone calls to schedule a move-in and to execute a lease agreement and has not received a response from Mr. R[redacted]s. As well, my client's records show an e-mail was sent on February 9, 2018 regarding information necessary to process a move-in. My client has no record of Mr. R[redacted]s cancelling his application. If Mr. R[redacted]s would like to cancel his application he is more than welcome to do so. Mr. R[redacted]s can contact Assistant Property Manager Ashely M[redacted] directly to cancel his application. The management contact phone number is [redacted] and Ashely's extension is [redacted]. In the alternative Mr. R[redacted]s can send Ms. M[redacted] an email at [redacted]. Once Mr. R[redacted]s has cancelled his application, my client would be happy to return his deposit and can refund the deposit directly to the debit card he used to pay for the deposit. A credit to his debit card would take 3-5 business days for it to show up on his account. If you have any questions, please feel free to contact me. Lydia D. B[redacted] Staff Attorney Cc: Lisa R[redacted] Regional Director Shatoya M[redacted] General Manager Ashely M[redacted], Assistant Property Manager

I have already personally spoken with Mr. [redacted] regarding his complaint with the extra charges for long term parking. Our website accurately states we have complimentary parking for our guests each night they are paying for sleeping room accommodations. The extra charges for parking only...

apply if a guest wishes to leave their vehicle with us long term. We do offer package rates with our rooms which include the long term parking at discounted rates.   We will not be doing any refunds in this matter and we consider this matter to be closed. Mr. [redacted] has also pursued this matter with our Guest Assistance team through Hilton and the matter was closed with Hilton siding with us in the matter.   Thank you,   Mike [redacted] Director Of Operations Homewood Suites | Indianapolis/Plainfield 2264 East Perry Road, Plainfield, IN  46168 Tel: 317-839-1900 | Fax: 317-839-2200

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

After review of the situation with the guest, we have decided to Refund the entire Guest Stay with us. The guest was obviously and understandable unhappy with his stay with us, and such We honored our 100% Satisfaction Guarantee, We reached out to the guest to Inform him of this decision earlier...

this week.Our highest goal and importance is to protect the safety of our guests and ensure they have a pleasurable experience when staying with us. We hope that this guest will return to us to allow us to gain his loyalty.Regards,Jordan B[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Free parking is advertised in same area as the hotel airport shuttle and neither proved to be accurate.  Mr [redacted] response is not acceptable since it does not take responsibility for being incorrectly charge for parking, or the lack of a hotel shuttle to the airport.  Bad business practices by the homewood suites.  
Regards,
[redacted]

Review: We had a reservation #[redacted] for 4/13 but my husband broke his leg on 4/6 we have been told by hotel location and additional number for advance reservations , we would receive a refund. Then we were told due to advance reservation we could not receive a refund. I faxed his hospital discharge papers to ###-###-#### on 4/25 as instructed and still have not received a refund. My family was very disappointed we could not take our trip due to my husband breaking his leg off at the hip, taken by ambulance to ECMC for emergency surgery, needed 2 units of blood and will have 1 year of recuperation.We have not just changed our mind but were not able to use our reservation.Desired Settlement: refund of reservation amount to the charge card used.