Homewood Suites by Hilton Boston / Andover — Hotel in Andover

Hilton Honors||This past weekend we were camping in New Hampshire. We had two days left on our vacation when sudden lightning storms were moving in. We decided as a family to fold up our tents and call it quits. Well my young granddaughters began crying, this fueled me to call my Hilton Honors and book a couple of rooms for my family of nine. ||I was on the phone in private to make the reservations and surprise the family. The women on the phone from Hilton Honors was very helpful. She found what she explained was 2 one bedroom suites with fireplaces and all kinds of wonderful things for the whole family. It was in the Laconia NH area just 31 minutes south of where we were. This was perfect because we had to all travel south to head home. ||As we were traveling towards the property my wife read the email the woman sent me and it was in Andover/ Boston Massachusetts. This is over an hour away. ||I called the hotel (Homewood Suites) and the hotel clerk told me we could not cancel the reservation and change it to the Laconia one I had made originally. Extremely frustrated I said I’m not gonna ruin this thing I was trying to do. So off to Andover we went. ||Upon arrival the clerk (the same one I spoke to on the phone) told me they were over booked and they were trying to accommodate us. My entire family was now sitting in the waiting area (9 of us 5 adults 2 toddlers and 2 teenaged girls) waiting patiently for our rooms. We are now wet and just tired from camping, packing and driving. ||Now the clerk takes us to a 2 bedroom suite that we were ok with and said we would take it. After a few minutes the clerk calls the room and says we can’t stay in this room and that we had to come back to the front desk. ||All 9 of us went back to the front desk and she informed us that the room was already reserved so I asked like ours was already reserved? She smiled and said the manager was on his way. ||He arrived 20 minute later and sat at the front desk trying to fiqure out what went wrong. Half and hour later he called us up and explained how Hilton Honors completely messed up our reservation, they over booked like they always do. (His words not mine). ||He then explained he was trying to accommodate us as best as he could. After about an hour of waiting my wife very frustrated walked up to the desk and asked have we found a room yet?? The girl said “oh yes here’s your Keys”. ||Wow they couldn’t call us up to the desk while we were 15 feet away waiting for almost 2 hours in total! We all walked to the rooms on the third floor. The first room we walked into was full of empty drinking bottles, unmade beds, towels and garbage everywhere. I called the front desk and she put half my family completely on the other side of the hotel. ( I forgot to mention I was promised adjoining rooms). ||We were finally after almost 3 hours we were in our rooms! Not once did this manager or his staff come to me and say I am so sorry for any inconveniences we or Hilton Honors may have caused your family. ||I am cancelling my Hilton Honor program as soon as possible. It is by far the worst system we have ever worked with. This is the third time they have messed up our reservations. At breakfast the next morning an older gentleman came up to me and said he was so empresses by how I held my composure thought our ordeal and he had the same thing happen to him and his wife twice with Hilton Honors lately. He is cancelling as well. ||In closing this was a terrible experience for all of us but we are a very strong and close family which we made the best of it. The Homewood Suites was a terrible place to stay for the way we were treated. Hilton Honor is a horrible system that does not care about the customer, just the dollars and cents. They sell a good lie on the phone that puts you in a situation that you have no control over. Cost me $500. for one night. ||These people should be ashamed of themselves for treating...

Horrible customer service from Renee. She was mean, deceptive and discriminated my special needs family. She attributed her meanness to lack of sleep. She claims she was on 2 hours sleep. She claimed she works for 13 hour shifts. This is a very unacceptable treatment of a special needs individual and his family. We had booked for 3 nights. We had ti leave after a couple of hours! Incredible. Unreal! There was no management on the premises. I can only hope and pray someone from management sees this. Please have Fabiola another staff member educate Renee on customer service pleasantries . Fabiola seemed to be the only friendly staff there. Mindy was not mean exactly but she was rather very rude and dismissive. These 2 were so busy antagonizing our special needs family while able bodied children ran rampant through out the hotel lobby and hallways. Accusing our family of having 5 members. There were only four of us. Accusing my family of bringing people from other hotels? We were the people from that other hotel. We had traveled 6 hours from NY to MA w a special boy. The boy loves to swim. First hotel the pool was closed for renovation. So we got the room here at Hilton. It had been a long day. We booked for 2 adults cause it was 10 pm. And we were advised we needed to reserve for that night so we could use the pool and check in the next morning. The boy was asleep. I figured when he awoke I would take him straight to swim. Its his fave thing to do. He is non verbal autistic level 3. He has been having difficulties since losing his dad. And his dad's only surviving family lives in MA. So we took h I m there to visit and spend time with his family. We were traveling w my daughter and grandchild. But because we did not specify we had 2 kids to the reservation. Renee said only 2 adults could use the pool. She suggested I use the pool w my special son. My daughter and 10 year d grandchild were not allowed in the pool. Thos she announced to me after reminding me "you have to be responsible for your son. There will be other kids in the pool" Thay was insulting to my child. He is a kid himself. And I would certainly hope he swim w other children and not some other species of swimmers. All in all we left almost immediately. So shameful this was such a...

I travel for work and am a Hilton Honors member. I average about 90 hotel stays a year. I generally hold the Homewood Suites to a higher standard than a regular hotel. This was one of the worst experiences I have ever had. My only ask is not to have a room near the elevator. So, I get my room key and go up to third floor, and my room is right next to the elevator. I decide to roll with it and just head in. Immediately I start noticing the room is not nearly as nice as a regular Homewood Suites is. I do a couple of my standard checks to make sure the room is clean. When I pulled up the bed sheets there were 2 large stains on the top sheet. I didn't bother to look further I went down and asked for another room and showed them the photo of the sheets. I was then given a room on the first floor. While at the desk I picked up a local menu. I went to the room, this room while clean was clearly not well maintained. Cabinet doors are loose and nearly falling off, there are no pulls on the drawers, so the sides of the drawers are dirty from people grabbing the sides to open them, but at least the bed is clean. I order some food; I'm waiting for delivery and it's now about 25mins past when they say it will be delivered. I'm about to call when I get a call from the front desk saying my food was left at the front desk. Wasn't really happy about that, but I go down to grab it. The desk person says, "sorry I thought I called you earlier, it came about 10 mins ago." The food was cold, I call the food place and they told me it had actually been delivered about 30 mins ago and the front desk wouldn't let them deliver to my room and the front desk told them they would call. That kind of policy is horrible, and I've only ran into it a couple times before at Hilton brands. It would have been ok if the front desk had actually called when the food had come, though at that point I had already showered and was not really dressed to stroll down to the lobby. Speaking of the shower, the drain was so clogged that at the end of a 5 min shower, the water was...