Reach Homewood Suites 

Terrible living conditions during my stay at Homewood Suites by Hilton/Canton, MA: The total payment for my entire stay was $2108.42. On July 29, 2023, we checked into Hilton Homewood Suites (confirmation #92206767) and we were very surprised by the condition. To begin with, the state and appearance of the carpet in the hallways before entering the rooms left a bad impression (I have pictures). During that time, We checked into our Room #311, and oh my! The room had BLACK DUCK TAPE holding the carpet down to the floor, the chair at the desk was damaged, and the Ironing Board was broken. It shot water all over our clothes. Also, the carpet in the room had not been cleaned at all. The day after our check-in, we reported this to management, and they changed our room to #411. Again to my surprise, this room only had less DUCK TAPE than ROOM 311 holding the carpet down to the floor. The carpet was also in terrible condition and needed to be cleaned. There was a specific section between the bathroom and sink that had red stains all over it (I Have pictures). In addition, the furniture in the living area was damaged with water stains, the garbage disposal unit broke down leaving water all over the floor, and the toilet itself ran out of control and would not fill up. Lastly, in hopes of using the amenities the hotel states they offer, we went shopping for food to grill on the BBQ grill to learn from the hotel staff that none of the grills were functioning. We could not grill our steaks…WHAT A MESS! We stayed in Canton, MA for a FIGURE SKATING COMPETITION – OUR GRANDAUGHTER needed to be on the ice – we are new to the area – meaning we did

not have time to look for a new place to stay. WHAT A UNHAPPY SITUATION – WE WERE – LIVING IN THOSE CONDITIONS AT THE HILTON HOMEWOOD SUITE.

We are asking for FULL COMPENSATION for the time. Unpleasant – discomfort – visit/stay at the HILTON HOMEWOOD SUITE – CANTON, MASS.

Homewood Suites, unmarked security. On August 30th approximately 11:55pm while traveling on personal business as Hilton Honors Gold member my partner and I were checking into your property. 

  As we were parking we noticed a black Mustang double parked. The gentleman inside the car exited the vehicle and walked towards the entrance of the hotel. We walked with our luggage towards a the same entrance and were startled by this same man standing at the entrance brandishing and twirling a large kitchen butcher knife. Upon entering the hotel I informed the front desk representative about this man and she informed me that he was security. This person did not have any insignia, identification or uniform indicating he was a Homewood Suites security employee. The front desk personnel gave us an absolute falsified reason for him brandishing a weapon. Her explanation was that he was coming from another building fixing something. I explained to her that we saw him and get out of his car. He was not coming from another building and that was not a tool to fix something. This was just the beginning of one of the worst hotel travel experiences. Trying to recover from what we experienced on the outside of the hotel entering the hotel room number 208 only worsened the experience. The room was unkept, closet, mirror, broken, floor carpet by the bed, soaking wet and condition of the furniture worn.

  All of the conditions were reported to the front desk. She accommodated us with a different room. 

Having proper and training your security staff would elevate this issue in the future.  What was to be a relaxing night before traveling was substandard for Hilton Hotels. 

Poor condition! Ok, there were bulbs burned out, the furniture was old and worn, the pull out couch did not work, it was busted, we waited a night and morning before the maintenance person came to fix it, the kitchen faucet had a drip. Luckily we had a blow up bed that we used instead of the couch bed, which didn’t have any linens. I feel that for $200 per night that it was too much for what we got. We had a great time visiting with relatives but our stay at Homewood Suites by Hilton, Tulsa-South in Oklahoma ruined our stay. Oh, and there was a stain on the bedding.

We stayed at Homestead apartments in New Jersey for a hockey tournament with our team the smell was horrible smelled like raid, the bedding was dirty, the hot tub was cold, damp towels when I asked for some. I went to the desk no one was ever there. I come home my car, luggage, blankets, and pillows all still smell awful like bug spray. I have not felt good since we have been back. My son and husband also don’t feel great. Some rooms were worse than others. The halls smell of seafood. Strange people in and out of the place. Breakfast was horrible and looked old. We also were charged 150 a night when I saw this booking for 67 a night on any other website.

RE: LAX Homewood Suites Hotel Complaint of Racial Discrimination against desk clerks, Maria, Kim, and Selena, and Hotel manager/s Luis and or Lupe!

On May 2, 2023, upon check-in for my daughter’s 12th birthday, I was refused a room by the desk clerk, [Hispanic] Maria and the hotel manager [Hispanic] named, Luis (Who was not wearing a name tag and who falsified his name and told me that his name was Lupe and spelled it out as L-U-P-E). Luis and Maria both told they were fully booked out! Then, after I stated that they are going to be reported for refusing me as a guest to stay at the hotel because of my race and charging my card $621.00 and ruining my 12 year old daughter’s birthday,, Luis then said, “Oh we actually do have a room. Maria made a mistake.” He told me to wait 1 hour to check in because they have to clean it. Another Hispanic male desk clerk was looking at me and grinning. It was malicious and disrespectful. When Maria and Luis both left the desk area, approximately 20 minutes later, another desk rep arrived named Kim.

I then decided to check in with her. Maria stood next to her and watched. I stated that I was there to check in and without any problems, Kim checked me in. Kim told me that she will have to give us all separate red keys to enter the elevator because we won’t be able to use our blue room key to enter the elevator because the elevator isn’t working [This was incorrect and possibly intentional mischief to inconvenience us].

I was not given a “WELCOME bag” of water {But I’ve witnessed them handing welcome bags to other guest who checked-in] nor provided any information about breakfast, check out time, nor the parking fee. When we tried to access the elevator with the red key it didn’t work. Another guest used their blue key and the elevator opened. We then tried our blue key and it worked! We entered the elevator and when we tried to enter our room (#529) on the 5th floor, our blue keys didn’t work for the room door. We went back down to guest service and expressed the issue. I explained to Kim that we’ve witnessed another guest use their blue key for the elevator and that out red key did not open the elevator, however our blue room key did but our blue key or red key did not open our room door. I then asked her to just give us one blue room key each! Maria then blurted to Kim, you will have activate the blue keys way over there from that computer because these computers won’t create one access key. [I believe that Maria was just trying to cover up their intentional acts of harassment and mischief in providing me and my family a disservice]. Kim them walked over to the other desk to re-activate our keys and gave us all one blue room key. When we entered our room, it smelled of a bad odor, it had a lot of dust behind the TVs in both bedrooms, which caused us to cough, and it was infested with bed bugs or fleas, we were itching when we were in the beds. At approximately 1:30am, I went to the office desk to report the issues. An African American clerk named, Julie offered to switch our room but another desk clerk [Hispanic] named, Selena stopped Julie and told her that she can’t give us another room because they are fully booked up! I then told Selena to note my account that I want a full refund! Then she said that they actually will just have to switch my room and she offered me a smaller room and told me that it is cheaper but being that we already checked into the family suite that she will not change the price. I told her that I am a family of 5 and we need a room with 3 Beds that will properly accommodate us! She told me that we would just have to share 2 beds. I told her that everyone was sleeping in the amount of bed space that I’ve paid for! And, it is not accommodating to further inconvenience us to cause us more discomfort than we’ve already been caused!

I declined being put in a smaller room and have my children, my son and his girlfriend, and myself cooped up together crowding out one bed and experience being in a room that had less space and less beds and be over charged!

My son woke up with bug bites all over his arms.

On May 3rd, 2023, upon checking out of the room,

I requested to be accommodated with a FULL REFUND! And, the manager who lied and told me that his name was Lupe [Who I later found out through hotel.com that his name is Luis] He denied giving me a refund and rudely told me that I didn’t have a bad experience there! He also refused to refund me my $300.00 deposit. He said that I will have to wait 3 days because he will have to check to make sure we didn’t steal anything or destroy the property.

I then called their guest assistance phone line and reported him for racial discrimination, for refusing to accommodate my full refund, and for refusing to refund me my deposit. The phone rep, Shaundel stated that she will look into getting me my deposit refunded; which it was eventually refunded the same day…

(approximately 1 hour later) after I ended our phone call. Shaundel, also stated that she could not issue my refund for my stay because I booked through a 3rd party And that I will need to go through them (Hotel.com) to request my refund. She didn’t say much about my report on being racially discriminated against other than they don’t tolerate such behavior and that she hope we have a better day tomorrow.

Continued…On May 3rd 2023,

I next contacted Hotel.com and stated that the merchant at the hotel refused to accommodate my refund. and their guest service hotline directed me to contact them. The agent Marco, at Hotel.com stated that I should be fully refunded but it’s up to the merchant to issue the waiver. He then said that he will try his best to convince the hotel manager to issue my refund. He then stated that he spoke with the hotel manager, Luis and he said that Luis stated that he already told me that I was not going to get my money back! This is when I discovered that the hotel manager had lied to me about his name. He is a corrupt person, unprofessional, and a dishonest racist man! And, him and many other racist Hispanics at that hotel should ALL be fired! Marco advised me to dispute the charge with my bank!

I am an African American woman, and mostly all of the Hispanics at that hotel do not treat African Americans with respect and they DO NOT welcome African American guest to stay at the Los Angeles LAX airport Homewood Suites by Hilton! We witnessed Maria giving another African American guest who was checking in a dirty look with her facial expression, as if she felt disgusted by her presence! This is unacceptable!

The manager, Luis had refused to accommodate me with my refund because their wrongful and discriminatory behavior and acts of making me and my family feel uncomfortable and unwelcomed there were intentional!

I am requesting a FULL REFUND of $621.68!!!