Homewood Suites by Hilton Cincinnati Mason, OH — Hotel in Deerfield Township

DO NOT BOOK YOUR HOTEL BLOCK HERE!!

...or even a single room here, in my opinion. The management does not care about you or your concerns, will go back on their word, refuse to take responsibility for their mistakes, and unapologetically leave you holding the bag.

Short story: they promised us enough rooms for our 200-guest wedding and then refused to give us more than 20 rooms, after invitations had already gone out and there were mere weeks until the wedding day. Long story? Read on...

We booked the Homewood Suites as the hotel block for all of our guests about nine months before our wedding. As we were expecting close to 200 guests, mostly from out of town, the hotel coordinator we worked with, Bonnie, told us to make sure to get our contract in early, because there was a youth baseball tournament taking place the weekend of our wedding. We had everything set to go, and Bonnie explained that she would start by holding a block of 20 rooms for us and then adding 10 at a time as needed once that first 20 filled up. (You have to do it this way--otherwise, if you block out 50 rooms and then don't fill them all, they charge you and your new spouse for the remaining rooms.)

It was all hunky dory until this week when, with eight weeks to go until our wedding, we got a notice that we had only two rooms remaining in the block out of the 20. As I had just mailed the invitations last week with all of the hotel block information and our wedding block code on them, I wanted to add some more rooms for our guests!

Jesse, the manager of the hotel, told us that they were completely booked up and couldn't offer us any more rooms in our block. I was shocked by this, and asked him if that meant the entire hotel was full for our date. No, apparently, it wasn't--they had rooms, they just didn't want to block out any more for us. I directed him to our email conversations with Bonnie from last summer and what she had promised us. He responded with, "Bonnie doesn't work here anymore. I'm not sure what she told you," and redirected us to Nancy, the Sales administrator for the Holiday Inn Expresses of Blue Ash, Mason, and Sharonville (not even the right hotels!!!). Nancy told us to just have our guests go through the regular Hilton website and book a full-rate unreserved room instead of using the wedding block link/code (which would no longer work), and hope that enough rooms are available at the higher rate.

I called Jesse back and explained my worry, frustration, and concern about being able to accommodate all of our out-of-town guests. He made an excuse that it's a corporate policy (a policy that we certainly never heard of when we signed the contract!), and he would have to talk to his superior, Jeremy. Jesse then called back to say that Jeremy also couldn't do a thing and, basically, that I should go fly a kite. I pleaded for him to let us open up a new block of 20 rooms for our guests, and he refused that too. I don't think I've ever seen a manager dodge responsibility and brush off customers' concerns more than this man.

So now we have to find a wedding block at a different hotel, with eight weeks to go until our wedding. Fortunately, the Marriott Northeast in Mason has been super helpful and is willing to hold 35 rooms for us to start, even at this late notice, and assured us they would not cut us off from adding more when we reach 35. Whew! If you want my advice, if you're looking for a hotel in the Mason/Fields Ertel area, just go to them instead!!

Thanks for nothing, Hilton. You certainly won't be getting any of our friends and family's business. I'm sure you don't...

It is with much reluctantce that I leave this review of Homewood Suites, located in Mason, Ohio. I have always enjoyed leaving positive reviews while keeping my thoughts to myself on less than great experiences; however I am utterly disappointed and frustrated with my stay at Homewood and since the hotel staff casually disregarded my queries, a 2 star review with copious details it is.

I stayed for 7 days at Homewood Suites to visit with family for the holidays. As someone who travels regularly I frequent the Homewood brand of Hilton hotels often for the ample space and kitchenette. The Homewood in Mason is no different with a clean room, updated decor, decent free breakfast and laundry facilities which is what one expects for the price. The issue with this location is the hot water, or rather lack thereof.

When I first arrived the water from the sink/shower was incredibly hot. On the 4rd day (Sat) I noticed the shower was not getting even warm around 1130am, which I chalked up to waiting too late and housekeeping etc needing hot water, with the water finally becoming luke warm around 2pm. On the 5th day (Sun) the water from all faucets (shower, bathroom, kitchen) wasn't even room temperature, but as I had somewhere to be at a certain time I dealt with it and took a cold shower. However on the 6th day (Mon) there was a complete lack of water above ice cold; for reference the outside temperature was hovering in the low 20s which is not conducive to cold showers. I noticed the ice water at 7am when I cleaned up to head down for breakfast, then checked again at 830, 1030a and 1230p before going to the front desk to inquire. At the desk Alex told me that no one else has said anything and he would pass it along to the manager. As my wife and I had an event with the family at 7p and at 4p the water was still ice cold, I returned and spoke once again with Alex at the front desk. This time he asked for my room number and wrote it down and said maybe the manager would look into some form of payment reduction or points. I did thank him for the offer but stated that it still didn't solve the issue at hand of no hot water, to which he looked at me and said "what do you want me to do, there is nothing I can do about it." With this I just left and returned to the room as there was obviously no value in arguing, fortunately we were able to utilize our daughter's shower prior to the family event. I would like to note as well that not once at any time on Monday after the two conversations with the Alex, or Tuesday for that matter, did I receive a call or follow up from any member of management, which is to say either Alex at the front desk did not relay the information or the management did not see it as worthy of their time. By checkout on Tuesday morning the water was once again barely luke warm, which we dealt with and left. To add insult to injury once at the airport I reviewed the billing statement from Homewood and not a single change in the original price, which I did not expect but given the situation even the slightest of anything would have gone a long way.

I do hope that in the future if other guests encounter similar issues with the water temperature they are offered another room or at least the antidotal appearance of caring and working to a reasonable resolution; judging by the recent reviews however which do mention the water temperature, unfortunately they will most likely be...

Such an outstanding hotel, all the reviews are not wrong! When I pulled up my first thought was is this a brand new hotel? When I entered, it looked as though as it is, I was going to ask but got side tracked by the smell of food, dinner! I didn’t stop to see what it was but it smelled excellent, I wished I had not stopped to eat dinner on my way it smelled that good. When I entered the young man at the desk looked at me, smiled and greeted me, the lady serving dinner was smiling and said hi on my way to the elevator. I always check in online so I went straight to my room. When I opened the door I said WOW, it’s been a long time since a hotel room had “WOW’d” me. The rooms are exceptionally clean! They are spacious, inviting, quiet that is unless you have a little kid above you running back and forth and jumping up and down, that is the only sound I heard, no one else above me walking just a child running & jumping. I could tell the child was little by how fast he/she were moving. This would not deter me from staying again because if there wasn’t a child above me I would not have heard a peep, let’s face it as much as we don’t want to listen to that how do you stop a child from being a child, you can’t. No sounds from the hallway, no doors slamming, it was so nice, it was pure silence when it stopped. I still very much enjoyed my stay. The beds were comfortable because I slept well without waking up, this usually doesn’t happen when I travel for work. The linens smelled clean when I climbed into bed. The bathroom towels were also nice, not scratchy, might I even say fluffy. I only stayed one night but could easily do an extended stay here if I needed to, it would easily feel like home. Upon going downstairs in the morning I walked past a housekeeper (I think) she too smiled and said good morning cheerfully. At that moment I thought the manager of this hotel is doing a wonderful job, the hotel is excellent, the employees are all happily with genuine smiles, the place is spotless. That’s a good manager! When I went to checkout on the app I didn’t get a receipt immediately like I usually do before I make it to the first floor so I stopped at the desk to inquire, the lady smiled and said good morning are you checking out and quickly helped me. I left with a smile, a good nights sleep and dare I say kind of wishing my stay was longer. Now with all the positive there was a tiny little small issue, I mean tiny! The sink in the bathroom drained slowly when the water was running. I did not mention it at checkout because I honestly forgot about it because the hotel was that great, seriously! Like at home bathroom sinks need to be cleaned out periodically and I’m sure if I mentioned it it would be taken care of. This hotel does not stay in such wonderful condition without someone caring about it. Still 5 stars ⭐️!!

If you are looking to stay here without a doubt book it! If I’m back in the area this will be my first choice! I will recommend it to anyone who is traveling to this area.

To the hotel manager and employees Thank You for such a wonderful stay! You all do an excellent job! Keep up the outstanding work! Hope to...