Homewood Suites by Hilton McDonough

Although this hotel appears to be a gem, the service i received was less than satisfactory. Upon arrival i was greeted with a smile and assured that i was going to have an amazing stay. That feeling escaped once i got to my room to notice the toilet was backed up. I immediately called the front desk to inform them of the matter and was informed that the clerk was the only one at the front desk and she would see what she could do. The evening passed us by and the following morning approached and still no solution. After 3 trips to the front desk i was finally able to get some assistance.

2 weeks ago

My wife and I checked in on Friday, April 11th. We’re due to stay two nights and this property. At 1:57am on Saturday morning I got up to use the bathroom. Upon exiting the bathroom I see a roach crawling on the floor. After that roach was killed, I turned on all lights to find many more roaches 🪳 crawling around the floor. I called the front desk to advise and then work my wife up so that we could shake our things and pack up and get out of there as quickly as possible. The front desk attendant never apologized, didn’t assist with any other accommodations or anything. By 2:07am I was in the lobby searching for places to stay, THANKFULLY TruBy Hilton had availability and we were able to check in and stay there for the remainder of our stay. I left a review and Bevan Patel emails me and says to contact him at my earliest convenience. We speak on Monday morning, he promises to call me back later Monday. I never received a callback from the guy. I call today and ask for him, the person answering the phone says they have never heard of a Bevan Patel….strange because I spoke with him yesterday at the hotel number of 770-692-3407. Hilton if this is how you treat GOLD status members, I’ll take my chances with Marriott.

a month ago

2nd time here. Very friendly staff. The only thing is that food behind the front desk is out of date. My child went to warm up the food and it stunk so bad and it was mildew. Make sure look at dates and content inside before you and your child eat. Other than that everything was great.

2 weeks ago

I am staying at Homewood Suites by Hilton from December 21 to December 28, and my experience has been a nightmare from day one. Upon arrival, I was overcharged, which the on-site manager kindly resolved. However, I was also misinformed about not needing to pay an incidental fee, only to be charged an additional $150 upon check-in. This led to me running around to several banks to make a deposit, a frustrating start after a 12-hour drive with my children. Once we finally got into our room, the issues continued. The room was not properly cleaned, with stained towels and a clogged tub. The on-site manager again assisted by providing a plunger, but since housekeeping was unavailable, there were no extra towels or rags. When I reached out to Hilton’s corporate office to address these issues and request clarification on charges, I was told to wait until check-out to file a complaint. No resolution was offered, leaving me feeling unheard and disheartened as a Hilton Honors member. To make matters worse, on December 26 at 3 a.m., the hotel attempted to charge my credit card over $500 despite my stay being paid in full at check-in. When I inquired, I was given the false explanation that it was a pre-authorization. My card could not be removed from their system, and no satisfactory resolution was provided. Additional frustrations include a clogged tub throughout our stay, an out-of-order ice machine with no sign, and a horrible breakfast experience where food ran out, forcing us to go to another hotel for basic amenities. The lack of customer service and accountability has been appalling, especially for a Hilton property. While the on-site manager tried their best, this experience has left me deeply disappointed and in disbelief that such poor standards could occur at a Hilton hotel. As someone who has worked in hospitality, I am shocked at the excuses and lack of solutions. This stay has been a disaster, and I will never return.

5 months ago

While staff is friendly and helpful, the place just is not well kept. No towels or water in gym, extremely loose faucet, heat didn’t work, didn’t replace coffee use on any day and had to request from front desk, carpet stains, large cockroach walking along during breakfast, and more. It sad because it seems new but quickly falling apart.

4 months ago

AVOID THIS HOTEL. Rooms were stained, dirty. Staff was very rude. I've been a diamond member for over 10 years and this was the worst Hilton branded hotel I've stayed at. No response from the hotel or Hilton after providing feedback. Checked in after 7pm and rooms were not ready. Had to wait on staff to check the rooms. Rooms were missing bedding and television remote. Twice I was told I had to go retrieve these items from the front desk. No apology for inconvenience.

4 months ago

When we first checked in we were able to enjoy complimentary breakfast until 10am. Now for some reason they pushed it up to 9am. That extra hour really helped when you’re a late sleeper.

2 weeks ago

So I stayed second weekend of December, literally about 36 hours. When I I arrived to check in I was informed of the $150 incidental fee and as I scrambled for about an hour to gather the funds, the staff watched. No one told me the fee could be waived, transparency fail, red flag. I didn’t stay in the room much as I slept that night and was out again that morning only to check out early that night. After checking out is when the fun began. It has been a full week and I am still waiting on that incidental fee. I have called the hotel(multiple times) who were previously nice and they got very disturbed that I was calling with a problem so no help there. I was told to wait a few days/call the bank. Still no help. Still waiting. Merry Christmas.

5 months ago