Homewood Suites by Hilton Tulsa-South — Hotel in Broken Arrow

We ended up staying at this location for over 70 days and about 2 weeks into our stay we started to have issues. Our first issue started with a man who normally works the front desk, was in the housekeeping (HK) room, popped out of the exterior door and yelled at me while I was walking my dog, to make sure I was cleaning up after my pets. I pulled out a dog waste bag from our leash holder and showed him the bags I had purchased, as I noticed they rarely, if ever, replace the dog waste bags on the stations around the property. About a week later, first thing in the morning, I requested HK bring us new towels and linens for the bed. I call a few hours later, no one has been by with them, am told they don’t have enough clean yet to replenish us, but to set old ones out and they will take them away. 10pm same day, I call trying to figure out what is going on why I don’t have towels or linens- the new night auditor tells me he does not have keys to the HK room and everyone else has left for the day. I call again the next morning at 8am, 24 hours after my initial request, front desk agent tells me a manager will be in contact. At noon I still hadn’t heard from them so I call again- AGM Victor tells me he will get right back to me. 2 hours later, GM Russ calls the room and tells me that they will no longer provide us linens as the ones we had turned back into them are unusable because the dogs hair had ruined them. I tell Russ there’s no way my dogs hair ruined anything, as I have over sized lint rollers, and other tools I had brought with us to that I used to clean the hair off of them before turning them in to be cleaned. Russ tells me HK told him I was requesting extra blankets to use specifically for dog beds for my pets. I tell him this is not the case, Russ apologizes, says there was clearly a miss understanding and that he would ensure I get the linens I need. 2 hours later I still have not received linens, so I call the front desk and ask to speak to Russ again and ask him to ensure linens are delivered to our room before he leaves the property. He tells me he was under the impression they had already been delivered, they have not. Victor is by in the next 10 minutes with fresh linens. From then on it’s pulling teeth to get linens, and we still have another month to go in this stay at this point.

In the middle of this whole deal, my partner leaves to go to an appointment and finds the HK manager, Vivian, and the maintenance man standing next to one of our two vehicles, with the door wide open looking inside. They said they were trying to see who’s it was since it hadn’t moved in awhile. It’s a gas gussler and I work remotely so I was letting him use my car, but that is NONE of their business and they should not be touching their guests personal property. I have the date this occurred, I’ve asked they pull camera footage, they cannot.

(Seeing a trend with HK in all these occurrences?)

I start having issues with HK again, yelling at us to make sure we are cleaning up after our dogs outside, which again, I have purchased bags and showed them that we are cleaning up after the dogs. The next day I bring my dog back inside after doing her business and a HK is walking in the hall near our room, sees us approaching roll her eyes and starts backing up to give us space, I say thank you and apologize, several members of the housekeeping staff are afraid of large dogs, of which I have 2. I have my dog close on leash and when I go to use my room key to open the door and my dog starts getting excited, barks at the housekeeper and tries to pull away from me. I still have full control of her so I pull her back and into our room. The HK runs away from the situation, goes to the HKM, Vivian and tells her my dog “attacked” her, and that she was “off leash” which was not, and is not, true. Russ comes up to hotel on his day off to address my concerns. I’ve asked they pull camera footage, they cannot.

I have reported all occurrences to Hilton corporate. Until they address HK issues, I would advise anyone to stay...

We stayed here for 3 weeks for my husband's work assignment. The hotel took a personal card on file for incidents but the company card was to be charged for the stay. Each week, they were double-charging us, resulting in thousands of dollars that we kept having to remind them to stop charging our personal card. We even asked to have our card removed and replaced with another lower limit card and they STILL charged the removed card a week later. This obviously caused a headache for us and for my husband's company as well. This happened to several, maybe all, of his co-workers, so apparently a common problem.

The rooms are very dirty. Even after they get done with their renovation (we were not in a renovated room) I doubt the cleaning practices will improve, so it'll be run down in no time. I wiped the kitchenette floor with a wet paper towel shortly after arriving and found it to be black. If you walked around the room at all, your socks are ruined, your feet have literal dirt on them. The furniture was gross, they're replacing it but the new stuff will likely be gross within months of this posting. I brought my own stick vacuum and I used it day 1, looked like a month of grime and dust came into the canister. Yuck. I could go on...

The beds were very uncomfortable. Cheap.

You have to basically beg for linens and towels. The bedding barely fit on anyway. Their idea of a comforter is what kinda seems like a bedskirt.

The Wifi wouldn't work for us for the first 2 rooms we were in. Which brings me to the room hopping. First room the ceiling was leaking and paint was opening up. They moved us. Second room the AC wasn't working, couldn't get the room under 79°. Moved again into a room that reeked of smoke. I didn't want to move again so we bought baking soda boxes and white vinegar to get the smell mostly out. But others could smell the smoke on us, so not well enough.

Someone also died while we were there, which was unnerving and then we were not given much information as to what had happened. We figured out it wasn't the safest area.

The 2 burners are super tiny (about the size of a small sauce pan) and take forever to get hot. Some of the people staying bought a toaster oven. You'll probably just want to eat out.

Lots of renovation noise right now. Drilling on the other side of our headboard started about 8am and went on for hours and hours. Tons of hammering etc.

The halls are dirty and stinky and hot. The elevators take forever, and seem like they need some servicing and interior repairs as well. Someone (we suspect on staff since it never left) smoked weed a lot, very skunky in the breezeways.

The staff is incompetent. Not very professional. Lazy. Anything you need will be a bother to them. I think it's top 3 worst hotels we've stayed at in our lives. We would have checked out and gone just about anywhere else day 1 if it had been up to us rather than the company.

The positive: It's located near a lot of food and shopping. They do offer a decent amount of breakfast variety, as many hotels have cut down since COVID, we did appreciate that they were still providing the pre-covid breakfasts most are familiar with. However, I don't recommend. Also, we will be canceling our card they have on file and getting a new one because we really don't trust they wont continue "accidentally" charging us.

My advice to the hotel management: Retrain all the staff on hospitality. Get someone more attentive to details to make the charges. Hire more housekeepers because they can't do a thorough enough job in the timeframe they have to do it. Keep renovating because it's a long...

To preface this- the customer service was really good. All the ladies I've interacted with at the front desk was really nice and helpful. Other than that, I dont really have anything nice to say about this location.

We chose to stay in the 2 queen bed suite with a full size futon couch and a little kitchen set up. We ended up having to switch rooms 3 times! First time, the toilet didn't flush and the bathtub/shower wasn't draining properly. Second time, there was a weird, LOUD beeping noise that sounded like an alarm. It wasn't like a dying fire detector (iykyk) but like a fast beeping sound. I was told it was probably the air filter alarm and that she could text the handy man but she didn't know how long it would take him to respond, let alone fix the issue. We had just driven 8 hours overnight and stayed busy in town while we waited for the 3pm check in time and we were exhausted so we requested a different room. Third time is the charm right? The room wasn't horrible but it wasn't great either. The couch was gross. It was super grungy and dirty looking and the kitchen cabinet was broken at one hinge. The dishes that were provided (plates, cups, silverware, one pot and one pan) were all gross and dirty. There was still a lot of old oil in the fry pan. None of the toiletries matched nor pillows matched in any of the 3 rooms lol our queen size bed had 3 pillows, one normal sized one and 2 little square pillows? like the small kinds you use to decorate a couch. We stayed for 7 days and requested house keeping once. After they came, the room smelled like old water. Not like chlorine (which wouldve been fine) but like old, musty water. They made the beds but didnt put a comforter on one bed. It was just 2 really thin sheets, while the other bed had the 2 thin sheets plus a comforter. I requested an extra bed set for the futon and was given 2 thin sheets. One to cover the mattress and a top sheet. No comforter and no pillows (had to go back downstairs and request those). Breakfast was subpar at best. All 3 of the coffee creamers were super low and like separated? When I pumped them, clear liquid came out. I knocked on the kitchen door and no one answered. It was like that for 3 days until I just gave up and bought my own creamer. Oh, back to the room- I went to make coffee in the morning in the little mini coffee maker in the room and there was still water in the reservoir and what looked to be mold? Little floaty things in the water. One night, I heard a car alarm go off around 3am. I got up bc it sounded like it came from the parking lot where I parked my car. When I peaked out the window- it looked like 2 guys were doing a drug deal. One morning, around 6am, the fire alarm went off. I went to call the front desk, only to find out that neither of the phones worked. I called from my cell phone and the front desk lady apologized and said someone making breakfast accidently set off the alarm. I paid for the premium wifi (they offer free wifi and premium) and it wasnt worth it. My laptop and kids' tablets all lagged and we kept getting kicked off the wifi. Lastly, I used the hilton app and the door key didnt work for our room.

Honestly, this place was not worth the price. I'm annoyed that I used my points to save some money bc we couldve stayed at the nicer hotel. Only getting 3 stars bc the customer...