Homewood Suites by Hilton Cape Canaveral-Cocoa Beach — Hotel in Cape Canaveral

I have been a loyal guest of the Hilton brand. I presume it to be safe, homely and with friendly staff. At the last stay my experience was horrible and painful. My car along with 4 other cars had the rear window smashed and belonging worth over 7000 dollars stolen. Police was called in my wife broke down in uncontrollable sobbing and our cruise vacation was ruined. We quickly bought new sets of clothes and requested for late check out. Only the lady that checked us in was sympathetic and hugged my wife. The elderly middle aged staff both male and female appeared cold and without empathy. A kitchen staff male of moderate build was also helpful. I still remain a loyal member of the brand as I am equally of Marriot Bonvoy but I would warn that until my case which has been escalated is resolved I would avoid this particular brand or specifically HOMEWOOD SUITES at 9000 Astronaut Blvd. Hampton inn is nearby. I was surprised to learn that there is no outside CCTV camera. Tragic and so sad. I am still shaking and wondering if I am being followed. My loss is irreplaceable and my emotional trauma will hopefully heal with time. I will still detail all that happened with pictures and police investigation and the timeline until final resolution of the case. I hope the Hilton brand will do right and warn guests of inherent dangers in particular locations. There should be a warning not to leave items and luggage in your vehicle to avoid burglary. We saw no notice and felt safe and my wife took photos of me rearranging the luggage. The thieves must be local and also watching my movements. A sad story and a preventable tragedy if we had been warned about the burglars in the environment. We would have carried everything and kept at the reception since we were going on a cruise the next day.

As a follow-up, I will await the comments from the claims department, but from the Assistant manager, I think guests should be informed of not leaving valuables in cars. I am yet to be told where the signage was displayed on the premises. Our cars was buggled by smashing the windows. These are professional thieves. I visited all the Hotels within walking distance to access the security apparatus but I am waiting for further information from the police investigation officer. Many of the items are not replaceable. I think the management should do more to make the Hotel safe and secured for guests. I will update from time to time as I am frequent traveller...

We stayed at this location pre and post cruise. Pre cruise was perfect, amenities were great, customer service was 50/50. The morning that we got off the ship we went straight to the hotel as we were flying out the next day and had our luggage with us. When we got to the hotel we went to the front desk to let them know we were there to check back in and the lady at the front desk with short hair was very rude when she informed us that check in wasn't until I believe 3pm. We have traveled quite a bit so we understand check in times... that is not the problem... We were told that if we wanted early check in we could pay a certain amount if they had a room available, we said that would be fine. At this point it was probably around 9am ish... The lady at the front desk did not tell us where we could sit and wait or anything, she just told us to come back or they would call us... When we asked if we could stow our luggage while we wait they acted as if we were a huge burden for asking... We found a table to sit at that was by their breakfast area. Every 45 min - hour we would ask the front desk if there was an update on us being able to check in early and her only response was "Not a room that you are wanting".,.. Every time during our stay that we would ask this lady anything she would either roll her eyes or just make it seem like we were such a burden... Finally at around 230pm-3pm she called us and our room was ready... While we were waiting we did start small talk with "TARA" at the breakfast area and she was top notch!!! When i tell you TARA is a huge asset to this establishment i mean it!!! Tara is caring and her customer service skills are more than desired!!! Later on that afternoon/evening I went down to the lobby to pick up our delivery and there was a different group of women working at the front desk... I explained to them how horrible our experience was earlier at the front desk... The sad part is that the ladies all had the look on their face as if they have already heard what i was saying from other guest... Over all I would come back to this hotel HOWEVER I would already have my expectations set for the day time customer service... Side note the pool and outside bar is really nice and the music they play is...

The staff checking in was nice. Very helpful and explained everything about cruise parking and shuttle (they cater to the cruisers very well). The outdoor pool and bar area is one of the nicest at a Hilton outside the resorts. We checked into our room and the TV in the bedroom didnt work. Called down to the front desk 3 times to no answer. Finally went down. They sent someone from maintenance up. He determined the TV was dead. Since he could not replace it they moved us down 2 floors to a different room. We packed up all our stuff and moved. When we got down there the bathtub looked like a crime scene. There was red dried spots all over the bottom of the tub and the covering on the tub floor was peeling off. Called down to the front desk again and let them know. Instead of waiting we walked down. As we came into the lobby we heard "yeah they are complaining again". Like having a working TV or a bathtub that didnt look like it was a CSI episode was too much to ask. The maintenance person went up to our room and came back down and immediately went into the back room. He came out a few minutes later and told us that obviously that bathtub should not be used, however, they didnt have another room. So we could stay in the bathtub horror room and then in the morning could go back to the first room and shower. We declined this and just went back to the original room and slept there. The maintenance guy did say that because of the trouble he just talked to the manager and they would comp our room. We stayed with the non-working TV and it was fine. The rub, however, is that the manager never did comp our room. We paid with Hilton points and they where never refunded. I reached out to Hilton, they said I had to call the hotel. Ive called the hotel twice and left messages and never heard back. Shame cause the hotel had potential but with there being two problems in two rooms and no follow-up on promises, not worth the trouble...