Homewood Suites Corporate Office Headquarters

I was employed not to long with home2suites an I was treated very badly I didn’t get to go to my aunts funeral because of y’all n also didn’t get to take my daughter to see her auntie before she passed on plus on top of that I didn’t get all of my money while working with y’all

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!!!
Itinerary Number #7254-7771-9836-95
Confirmation #83486961