Homewood Suites by Hilton Saratoga Springs — Hotel in City of Saratoga Springs

My husband and I stayed at the Homewood Suites by Hilton in Saratoga Springs on 9/19-9?22, to celebrate our 23rd wedding anniversary. On Friday 9/19/25 we checked in. The staff who checked us in did not even look up to acknowledge us. I turned and whispered in my husband's ear, "this lady is in the wrong line of business." Another staff was on the telephone and as soon as she finished with her call, she immediately looked at us and greeted us with a very pleasant and welcoming demeanor. The other staff who was checking is in finally looked up and gave what I will refer to as a "fake attempt at a smile." I must state that we felt welcomed by all other staff we came in contact with and the duration of our stay was wonderful.|On 9/22/25 we checked out and while driving home I realized that I had forgotten my I-Phone flat charger. I called the hotel and sadly the staff on duty was the one who was not pleasant towards us upon our arrival. I immediately recognized her voice; however, I proceeded to explain about my charger being left in the room. I was very specific that it was left on the nightstand next to the bed (on the left side which is where I slept). I requested having someone go to the room so that the charger could be located. Staff told me that the room had already been cleaned and no charger was reported in the lost and found bin. We had some words, with me being adamant that the charger was left in the room and that I felt the staff was not being accommodating (both at this particular time as well as when we checked in). Staff got upset with me, said the conversation was over, and proceeded to hang up on me. I call and reported this incident to Hilton on 9/22/25 and was assured that the matter will be resolved. No one from the hotel ever contacted me although it was promised several times (when I called Hilton 2-3 times). Finally, on 10/2/25 I called the hotel and was informed that the charger was not found. I was advised to leave my phone number and that they will contact me if it was found. I explained to the person on the phone that if the Item was not found on 9/22/25, how did he (male staff) intend to somehow locate my charger after all this time had pass. |This entire incident left a very bad taste in my mouth (to say the least). If the original report was taken seriously and the staff had sent someone to the room upon request, I believe my charger would have been located. Also, the hotel made no attempt to make me the customer feel heard and appreciated. |I will never stay at this hotel again. If something as inexpensive as a phone charger is left in the room, presumably found by the cleaning staff, and is not handed in to lost and found, It will not be far-fetched for me to believe that something of greater value will definitely not be handed in. Also, shame on the staff for not letting this customer feel appreciated and heard. The cleaning staff saying that the charger was not found carried more weight than the customer's report of exactly where the item was forgotten. I will never want to stay at a facility where cleaning staff will take a charger or any item(s) left around or behind and not hand...

Where do I begin? My first experience at this location was last year due to my husband's employment. Upon my arrival, I was greeted with such genuine welcomes from those at the front desk. As I went to the assigned room, I was very impressed with the cleanliness, space, and the amenities that were provided.

Once again, we are here and I am very excited about it. We were greeted as if we were family who hadn't seen each other for a length of time. To be called by your name is a very personal thing to me. This team is always so accommodating and ensures that your stay is as pleasurable and worry free as possible.

Now, let me get personal about my new family, AKA the staff here. There are others, but these are the wonderful people that I have direct interaction with as it pertains to my stay.

Colleen (General Manager) and Ceonia (Asst. General Manager) are awesome and well-respected leaders of this campus. This is reflected, as the employees always seem to be engaged in conversation and appear to be able to approach them without reservation. They interact with the guest in the same manner. :-)

Susan (Front Desk) is always greeting everyone with a warm welcome upon entering the foyer. She makes sure that you are aware of what you can expect during your time here. I just enjoy being in her presence.

Mike, and Brian (Maintenance) will make sure that this campus is functioning properly and will respond immediately if there is a concern in your room. They even follow-up to ensure that everything is good.

Stephen (Houseman) keeps the building nice and clean. The floors and carpets are always spotless. The bathrooms always smell fresh and are clean.

Carolyn, Nicole C., and Marylin (Housekeeping) are awesome. Marylin serviced us during our first stay and Carolyn/Nicole C. are our current service providers. When I tell you they do a thorough cleaning, it isn't a lie. They never disappoint.

Melissa. Pem and the other kitchen staff are also great. They make your experiences in the dining area as close to home as possible, especially on Wednesday nights, as they provide food for all the guest on campus.

If I could give this campus 10 stars, I would. I travel frequently and they have set the bar high for the expectations of other hotels. I wouldn't want to stay any other place in Saratoga Springs other than 3368...

We booked this hotel for 2 nights this year because we enjoyed it so much last year. I checked in through the app on Friday and picked our room. None of the rooms with balconies were options. I’m pretty sure I ended up with the same room as last year. And just like last weekend when we were in Roslyn, even though I had email confirmation that I checked in, I couldn’t get the digital key and had to go to the front desk where they told me I did not complete check in. Um, yes I did!! I have a confirmation that I did. Hilton didn’t complete it!! So annoying. Then we skimmed the letter from management posted in the elevator and in the room but missed the part where you have to stay 5 days to get a clean room and towels. 2 days isn’t enough! It’s also where I saw breakfast was included. It would be nice if that was mentioned at the desk since I had to go there anyway for the check in that did not work. I don’t remember there is breakfast when I booked a room 4 months ago, and who reads that long letter?? So since I didn’t read it in it’s entirety, we were stunned when we walked into our room after a long day at the racetrack to find no one had cleaned our room and brought fresh towels I read the letter again to find being a Hilton Honors member isn’t enough to qualify! We did call for more towels but we were questioning why would the maid leave a tip card if they don’t actually do anything while you are there? Then the icing on the cake was when I got notification to check out digitally, tried to as we were getting ready to leave, and got the message it wasn’t available so we had to go down to the desk. Hilton invented this digital checkin and checkout and I raved about it last year. This year it hasn’t worked correctly once. Come on...