Homewood Suites by Hilton Dulles-North/Loudoun — Hotel in Ashburn

Where do I even begin. Good luck trying to get a hold of someone on the phone or in person. I needed to extend my reservation before arriving, and despite waiting more than 10 minutes for someone to pick up at different times and on different days, no one ever picked up! I called the Diamond Member number, and they were able to handle the change with excellent service.

On the day that we arrived (about 9 pm) there was no one at the desk. A sign said sorry for the inconvenience. I will be back in 10 minutes. After 15 minutes, I just did the digital key, which took another 10 minutes to come through. Kids and wife went up to the room, but I couldn't because I needed to get a parking pass to avoid being towed. After about 30 minutes, I saw a staff member spraying disenfectant, and he was able to call someone from the adjoining Embassy Suites Property to assist. This is now some 40 minutes after my arrival. She was apologetic and nice, but she did mention that the wrong sign was placed out and that it should have told me to come over to the Embassy Suites property to check in. Not exactly easy to do with luggage and no luggage cart, but that's the hospitality you get here. This also explains why no one ever picks up the phone. Try calling the Embassy Suite number if you need to get a hold of someone!

During my stay (5 days), I have never once seen a staffer manning the Homewood Suites Desk. I have to go to the Embassy Suites Desk for everything, e.g., to request extra dishwasher detergent, get a separate key for the pool (yes your Homewood suites key doesn't work) and eat breakfast. It's really pathetic that you require guests from one property go to another one. I also had to go to the other property to get a luggage cart.

Breakfast is exactly the same every day except for the switch from pancakes, to waffles, to French toast. Basics are scrambled eggs, country potatoes, turkey sausage patties, sausage links, and they have an excellent omellete bar. Set-up causes a ton of congestion. Be on time because they will shut the doors right on time regardless of whether you have been in line for 20 minutes. Yes, there are often long lines because once again, they make all guests from both properties (Embassy Suites and Homewood) eat in the same area.

Rooms are small but nice. Our room did not have a pasta strainer or toaster, which are pretty standard for extended stays. They also don't provide more than one dishwasher detergent even though they don't clean every day. One bed in the room slants horribly to the center and no sheet set was in the room for the pullout, which required another trip to Embassy Suites.

The hotel itself is not the issue. It's a beautiful property in a great location. The indoor pool is nice, and they have a pretty good gym at both properties. They did an excellent job on the remodel of Embassy during Covid, but the service is absolutely horrible! I would not recommend this property. I've stayed at the Embassy twice and this Homewood now twice, and it's been a steady decline in service the past two years. Staff even mentioned they are shorthanded and try to cover both properties, but the...

My email to Hilton about my experience: I am writing to express my profound disappointment and utter outrage with the abysmal service and unacceptable conditions I have experienced during my stay at your Homewood Suites Dulles North/Loudoun location on August 2, 2025. What was meant to be a relaxing stay has been nothing short of a disturbing and deeply offensive ordeal, leaving my family and me feeling neglected and disrespected. I am paying a premium rate of $400 per night for a service that has failed at every possible turn.

The issues began long before we even arrived. Despite completing an online check-in the night prior, I was unable to get a single person on the phone after three attempts to inquire about an early check-in. This foreshadowed the complete lack of customer service we were about to endure.

Upon our arrival two hours before the standard check-in time, the front desk was unattended, with the staff member instead in a back office. While I understand that our room was not ready, an hour later we were informed that our assigned room, 221, was suddenly out of order due to maintenance. This felt like a deliberate and unprofessional delay.

We were then given room 281, where we were greeted not with comfort, but with a glaring hole in the wall. This is a basic, unacceptable failure of maintenance and quality control. To make matters worse, all attempts to report this issue have been met with an unanswered front desk phone.

The situation has now reached a point of complete absurdity and neglect. As of 11:30 pm on the night of our stay, my two-bedroom, three-bed suite has been provided with a total of two washcloths. My wife, who is two months pregnant with twins, requested additional washcloths at 9:00 pm. It is now two and a half hours later, after several follow-ups, and we still have not received them. My children have been given the two washcloths we received, leaving my pregnant wife and me unable to properly bathe.

This is not only an inconvenience but a significant source of stress for my wife, who should be able to rely on a hotel to provide basic amenities and care. The front desk remains unresponsive as I write this letter. It is incomprehensible that a hotel with the Hilton name, charging a premium rate, can fail so completely at providing the most fundamental comforts...

After a long day of traveling, we looked forward to resting in our suite. We have stayed at the Reston Homewood Suites and always have been very pleased, however the Ashburn location is more convenient for this trip. The general appearance of this place is gross. The front desk is gross, hallways are not clean. Our suite was disgusting. Dust in all corners, ripped bedskirts, wornout sofa, stained bedding, uncomfortable mattresses, gross looking shower. Called the front desk, no answer. Went downstairs, was moved to another room and was assured this would be much better. It was not. It was worse. Called again to the concierge. No answer. Went down to the concierge, nobody there. Went over to Embassy suites. Spoke to manager. He wanted me to go up with him so he could inspect the room. Like he did not believe me. I showed him a picture. He wanted me to email it to him. So, after a long day, still not settled, I am now asked to do something for the hotel. I refused. I told him to get his supervisor. He is in London for 2 weeks. So, no help and a filthy room. This is our experience. I had asked for a room without sprays or chemicals as I am hyperallergic. The suite we are in is making both my husband and I cough like crazy and I lost my voice. We travel the world, this is by far one of the grossest places we have stayed at with poor, very poor service. It looks like nobody is supervising here. I had to make a third trip downstairs. The front desk manager blatantly acknowledged that the hotel has ongoing complaints about housekeeping and engineering. If that is the case, why is management not doing anything? Shame on you!!! If there would be a 0/5, that would be my choice. We spent another hour on the phone trying to switch over the another Homewood Suites for the next few nights. We were unsuccesful. I just read the reviews. Terrible. And apparently nobody has done anything about these issues. They do not strive for anything. And they want you to spend more time calling or writing. Horrible, shameful and above all very unprofessional. Shame...