Homewood Suites by Hilton Tulsa Catoosa — Hotel in Catoosa

My partner and I arrived at the hotel the evening of November 22nd and checked out the following morning with my partner's dog who is an ESA, as he's disabled and in need of this type of care. After settling in, we decided to do some laundry across the hall but left our dog, his ESA, in the bathroom since we expected it to be a quick ordeal. During that few minutes though, the key entry to our room had stopped working. We got the manager on duty involved and turns out, his master key didn't work either. As he was talking to us, we found out that he had stayed in the room the night before and noticed the entry pad was low in batteries but he didn't replace them or have an order in to do so by the time we arrived. He offered us drinks/snacks, which we didn't accept, and was frantically trying to get this problem addressed. It was well over an hour or so before he was able to get us entry into our room but the door would still be an issue since it was after 1:00 AM by this time. We had mentioned to him that we were supposed to stay overnight the coming Saturday and he assured us it would be fixed at that time. The next morning we woke up and asked for a later checkout so we could finish cleaning up. We piled our towels, sheets and trash nicely so it would be easier for the staff to clean. The Friday after checking out, we received a voicemail stating that our Saturday reservation and any future stays would be canceled and that the explanation was provided in the updated receipt via email. The updated receipt shows a "cleaning fee" of $250. We were extremely caught off guard by this, as we've stayed at that specific hotel countless times before without ever having an issue. The only thing different this round was we had my partner's ESA with us. We were charged $75 for him to stay with us and we were initially told it'd only be $50 for his deposit and stay. My partner called the hotel, to which they informed him the voicemail was correct. He asked for further clarification and the lady on the phone stated it was due to a "smell." Again, we have stayed at this very location previously many times. This specific room is an ADA room and the only thing different for us this round was his dog, who is his ESA. I've sent two different emails to management, as well as called them this week, without any response and am awaiting a call from corporate as well. Unfortunately, we’ve spoken with our attorney regarding discrimination and will be escalating this...

My partner and I arrived at the hotel the evening of November 22nd and checked out the following morning with my partner's dog who is an ESA, as he's disabled and in need of this type of care. After settling in, we decided to do some laundry across the hall but left our dog, his ESA, in the bathroom since we expected it to be a quick ordeal. During that few minutes though, the key entry to our room had stopped working. We got the manager on duty involved and turns out, his master key didn't work either. As he was talking to us, we found out that he had stayed in the room the night before and noticed the entry pad was low in batteries but he didn't replace them or have an order in to do so by the time we arrived. He offered us drinks/snacks, which we didn't accept, and was frantically trying to get this problem addressed. It was well over an hour or so before he was able to get us entry into our room but the door would still be an issue since it was after 1:00 AM by this time. We had mentioned to him that we were supposed to stay overnight the coming Saturday and he assured us it would be fixed at that time. The next morning we woke up and asked for a later checkout so we could finish cleaning up. We piled our towels, sheets and trash nicely so it would be easier for the staff to clean. The Friday after checking out, we received a voicemail stating that our Saturday reservation and any future stays would be canceled and that the explanation was provided in the updated receipt via email. The updated receipt shows a "cleaning fee" of $250. We were extremely caught off guard by this, as we've stayed at that specific hotel countless times before without ever having an issue. The only thing different this round was we had my partner's ESA with us. We were charged $75 for him to stay with us and we were initially told it'd only be $50 for his deposit and stay. My partner called the hotel, to which they informed him the voicemail was correct. He asked for further clarification and the lady on the phone stated it was due to a "smell." Again, we have stayed at this very location previously many times. This specific room is an ADA room and the only thing different for us this round was his dog, who is his ESA. I've sent two different emails to management, as well as called, without any response and am awaiting a call from corporate as well. Unfortunately, we’ve spoken with our attorney regarding discrimination and will be escalating this...

First let me say I have stayed at many Homewood Suites,this is a nice new fresh one. The rooms are always Nice , but so are Marriott hotels as well. Its all about customer service for me. And for this hotel I give a 1 star. I will say I am a very thrifty traveler. I look for the cheapest price at the hotel I am planning on staying at. This room was not lowest through Hilton Honors program, but it was through priceline. With a priceline rate I expect to be put in a "leftover room". That is fine. The issues I had with this hotel were this. I checked in around 10pm on Friday night, the gentleman who checked me in told me nothing about the hotel, except the breakfast hours. I was not told about the wifi, the pool hours, or that there is some type of mini golf on property, i was rushed through my checkin and really felt i was made to figure it out on my own. There was an $80.00 hold put on my card for deposit. While we were here, I decided to stay another night, so I again found the best price through priceline. This was just adding another night to my stay, I was made to come down and give my drivers license again and another $50.00 deposit. I was told if I was an Honors member or had booked through them I would not have had to present My Id or Given another deposit. So if you book through a 3rd party be for warned they will treat you differently. I told the girl at this desk I would leaving a review to this very fact and there was no concern to this either. So maybe hilton or the owner will care. I worked in Branson Missouri for 5 years at a front desk and we treated all of our guests the same. I am literally traveling with my granddaughter so why they feel the need to charge a deposit more for an extended night does not make any sense. But i was scolded that had i been an elite guest this would not have happened. So pick your Hotels wisely because when customer service means nothing to the people working behind the desk, then...