2/10 Terrible
Rosamarie
Travelled with family
21 May,2024
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
I recently stayed at the Homewood Suites in Tallahassee and encountered a billing issue that has gone unresolved, leading to a disappointing experience. As a frequent traveler and loyal Hilton Honors member, I expected a level of service that Hilton usually stands for. Unfortunately, this stay fell short.
I originally booked a three-night stay. Due to changes in my travel plans, I contacted the hotel staff in advance to ask about adjusting my checkout date, assured there would be no change in the rate. However, upon arriving the hotel had already modified the reservation at an unexpected increased rate. Customer service at the hotel told me they could not do anything and that I needed to email a manager.
I reached out to the hotel's guest service manager with a detailed email, including my booking confirmation, and requested that the hotel honor the originally quoted price. It's been several days with no response from the hotel. This lack of communication is uncharacteristic of the Hilton standards of service and has significantly impacted my view of this establishment.
I am disappointed not only with the unexpected charge but also with the lack of response to a reasonable request. This experience has left me questioning the consistency of Hilton’s customer service. I hope this review prompts Homewood Suites to address such issues more diligently in the future.
Rosamarie
Stayed 3 nights in May 2024