Homewood Suites by Hilton Columbia — Hotel in Columbia

I had a reservation for one night last month, as a stopover on our way home to FL from camping in the mountains.  Our priority in a room for this one night was a whirpool tub.  We didn't necessarily need to be in Columbia, we'd searched all available Hilton properties that would work on our way home and chose this property.

The day before we were to arrive, we hiked out to an area to get a cell signal, SOLELY for the purpose of checking the reservation and ensuring we would indeed have a whirlpool. We also double checked all the other properties that could work in case we had to cancel.  And we see the hotel is sold out

There were multiple other advertising acceptable properties that weren't sold out.  I started check in on the app.  It wouldn't allow me to select a room type.

So, i called the property.  This is where things go south.  John McMillon answered the phone, who is apparently the assistant General manager.  I explained everything i said here above.  And that if he couldn't guarantee me a whirlpool, I'd happily cancel and rebook elsewhere, no hard feelings, i understood.  He assured me it would be fine, and assigned me a room number.   I asked him if he was sure, and reasserted that the whirpool was what was important to me, and that i didn't mind canceling now, but I'd be upset if we get there tomorrow and didn't have a whirlpool.  He reassured me again, told me to give the app a few minutes and it would show the room I'd been assigned.  I said thank you and we hung up.  I checked the app a few minutes later, and we had rm 409. So we go back to our last day of hiking looking forward to a relaxing tub the next evening.

So late the next evening, after 8 hours of driving, we arrive.  That morning the app showed rm 409.  At this point, it's 503, AND, after already running preauthorizations for the more expensive room and incidentals (all normal), they'd now run an additional preauth for the lesser priced room they'd moved me to.  They've now got almost $500 hung up on my credit card, for a room not worth $100, that i didn't want.

So i go up and open the room with my digital key, no whirpool. i go down, and speak with Justin Hill (i believe).  Explain the situation, that I'm upset.  He's very pleasant, listens, then tells me that he's sorry, and they'll refund the stay.  If they do that then we'll pretend this never happened. I ask if i can get a printed receipt of this refund.  He says he can't print anything yet but if come down later/tomorrow they will.

The actual room and hotel. There's almost no toilet paper and no paper towels. No soap in the bathroom or shower. No dishwashing detergent for the dishwasher. No bag for the ice container nor ice machine in the freezer.  One elevator out. At least 2 ice machines with not working or not big enough for that many people.

Room overall was 3 lout of 5 in cleanliness.

The next morning, i get a peice of paper from Justin with a credit on it. It wasn't that simple, but this is already long enough. He also promises recovery Hilton points, which i say aren't necessary. He says it's coming anyway.  In my Hilton Honors account, it shows the stay, but no charge & no points, no diamond bonus, etc. Which is correct since i didn't give them any money.  Well, so i thought.  Two weeks later, still no credit. So i have given them money. I dispute with Amex, send them proof.  Amex decides in my favor.  I called today to be sure, and they told me there's no evidence of the hotel ever issuing a refund. So that's lie number 2. I also never got the recovery points, lie number 3.

So, John McMillon and his staff are liars, potentially criminally fraudulent. They deleted the charge from my Hilton account without issuing the Amex refund, so that means they took payment from me, a diamond Hilton honors member, and refused the points due per the Hilton honors T&C.

I've already filled a complaint with Hilton, I'm preparing reviews for all the other sites, including the BBB.  I'm also going to be contacting the South Carolina Department of...

This is, by far, the worst experience we have ever had at a hotel! I strongly recommend avoiding this location!

I have made 5 attempts to rectify the situation before posting this negative review.

Here is an  outline of the events that transpired.

The morning of May 1, 2024 I approached the front desk and spoke with Ricky. I asked if it was possible to do a late checkout. I explained that I was having a heart procedure done and was concerned about my 38 year old daughter sitting in the car as she has a pacemaker and had just had a procedure done to it the day before. He pleasantly agreed that she could stay in the room until 1:30.

During the check in for my procedure it became apparent that we would not be back to pick up our daughter by 1:30. So, we called and told her to just pay for another night, even if she had to switch rooms.

At about 12:45 our daughter, went up to the front desk. The lady was very nice and said she would be happy to book a room for her. She also said she had all the info needed to complete the transaction. At 2:14 I received a text alert from my credit card company showing an additional nights fee had been charged by Homewood Suites.

About 3 pm there was a very loud banging on the hotel door. Then, the door was unlocked and the person was trying to break in! No one identified themselves or why they were trying to break in.

Our daughter was recovering from the pacemaker procedure done the previous day so she was sleeping. She was violently startled awake. She was so scared she could not move.

This happened 3 times over the next hour and half! Not knowing who was pounding on the door or why, she was afraid for her life to the point of locking herself in the bathroom. Thankfully, she had engaged the extra lock on the door.

Later we found out this was Ricky banging on the door. He also opened the lock but could not barge in because of the extra lock.

A phone call my cell phone – registered to the room or a call to the room phone should have been made before trying to break in!

When we texted our daughter to tell her we were on the way back to pick her up, she cautiously left the room and went to check out with the front desk.

However, she was completely ignored by Tyler  who was working the desk. If he had done his job and talked to my daughter when she approached the front desk, she would have explained that she had paid  for another night! Eventually she tried to return to the room. Her key card no longer worked. Being unable to stand for long periods of time our daughter sat in the chairs in the front lobby to wait for us to get back. While she was sitting there, Tyler kept loudly announcing they were going to ”call the police to have the occupant of room 101 evicted and arrested for trespassing”. He also repeatedly called attention to the “problem person in room 101”. Saying she was “going to be arrested” and she was going to be “very sorry she had trespassed”.

I walked in to see my daughter shaking in fear. Her lips were blue from lack of blood flow due to the stress.

Tyler and Ricky’s criminal harassment, bullying, very loud intimidation and harsh treatment has caused serious pain both physically and emotionally!

At once I went to the front desk and asked what was going on with room 101 and why had they kicked my daughter out after she had asked to add another night, which they charged me for, so she could stay there until our return. Tyler seemed very surprised that I was the guest from room 101. Then he proceeded to try to make lame excuses for his behavior saying things like “I  was just trying to scare her”.

I returned both key cards and told him we were officially checking out but I would be contacting management. Later that night they charged my card for an additional night! Bringing the total to 3 charges.

They did eventually refund the 3rd charge to my credit card. However, at the very least, they should have refunded all of the money charged for this abusive...

Attention Potential Guests:

I feel compelled to share my experience at this Hilton property in Columbia, as it was one of the most disappointing hotel stays I have ever encountered. As someone with years of experience in the hotel industry, I can confidently say that this hotel is poorly managed, and the front desk staff are severely undertrained.

Communication Breakdown: During my drive to the hotel, I called multiple times to inquire about my digital key. The phone rang endlessly for the entire 30-minute journey. Even after checking in, my calls went unanswered. If you request a digital check in via the Hiltons app, you will not receive it. Even though that’s why Hilton allows elite guests to skip the check in process however, at this particular property you have to physically check-in in order to receive the digital key.

Lack of Acknowledgment: As a loyal Hilton Diamond Elite member, I was appalled by the absence of a warm welcome or any acknowledgment of my loyalty. This is not what I expect from a brand that prides itself on customer service.

Subpar Kitchen Amenities: The kitchen in my suite was outdated and poorly equipped. For a property that caters to long-term stays, I had to purchase my own kitchen utensils due to the lack of basic tools. It’s clear that guest comfort is not a priority here.

Renovation Faux Pas: While the hotel underwent renovations in 2020, many aspects remain outdated. The window sills, kitchen counters, electrical outlets, and smoke detectors are all relics from the 90s, detracting from the overall experience.

Billing Mishap: I experienced a shocking error when one of the staff mistakenly charged my personal debit card $2,000 instead of my corporate card that was on file for the room and tax. There was a clear lack of communication regarding this issue, which is unacceptable in the hospitality industry.

Rude Staff: The demeanor of the staff, including management, was far from professional. Rudeness and a lack of manners were prevalent, creating an uncomfortable atmosphere for guests.

Damaged Furniture: Many rooms feature ripped and worn furniture that should have been replaced long ago. This reflects poorly on the property’s commitment to guest satisfaction.

Mental Distress: The entire experience was frustrating and stressful. Guests deserve to be treated with respect, not as an inconvenience.

Inappropriate Front Desk Behavior: It is disrespectful for front desk agents to remain seated while addressing guests. Standing to speak with guests shows a basic level of respect that was sorely lacking.

Supply Shortages: The hotel frequently ran out of essential items for the rooms, raising serious questions about management and organization.

During a power outage caused by Hurricane Helene, the lack of support from staff was glaring. No assistance was offered to guests during this challenging time, and I found myself carrying my belongings down emergency stairs without any help. This lack of care is simply unacceptable.

The final straw came when I tried to resolve billing issues. Despite the general manager’s assurances, my receipt contained errors, and I spent over a day and a half trying to get this resolved, only to be repeatedly put on hold. I eventually had to contact Hilton directly for assistance.

In conclusion, I cannot recommend this property. The management fails to prioritize guest needs, and the level of service is appalling. My experience here has tarnished my perception of the Hilton brand, and I urge you to consider other options for your stay in Columbia. Choose wisely—your...