Homewood Suites by Hilton Destin — Hotel in Destin

An overbearing breakfast attendant named Shaquita, approached me on my second day at the hotel to inform me, I would be charged $10 a plate or bowel, if I decided to take my breakfast to my room, instead of eating it in the dining room. I was shocked. I said “Okay.” She walked away and then returned asking for my name and room number. I gave it to her, she returned to the kitchen to report me. I immediately became uncomfortable and decided to leave and reported her to the front desk receptionist. I presented the two food items. My small bowl of oatmeal and four pieces of toast with jam and butter packets. This isn’t worth an extra $20 miscellaneous charge. I explained the situation to the receptionist. I prefer to eat my meals in my hotel suite. I suffer from anxiety and depression. On the website it doesn’t say anything about being charged $10 per plate if you take food to your room, on the welcome flyer they hand out to guests at check in, it doesn’t mention it either, on the hotel’s phone automated system, it’s not mentioned at all. Plus, no signs were posted directly near the food. I was told it was displayed in the dining room, which I didn’t visit. This is very problematic for new guests. You can’t say “Free Breakfast” on all other platforms and then say something different at the breakfast counter in the hotel. Most guests in the morning aren’t going to be reading new signs. The receptionist assured me I wouldn’t be charged extra for the food I took and I didn’t need to worry about it again, during my stay due to my personal situation. On my last day at the hotel, Shaquita decided to grab a pair of tongs from my hand; as I was trying to unblock the rotary bread toaster. On the morning of Sunday July 27th, I did my best to avoid all contact with this individual. I wanted to get my food and leave quickly and quietly to eat it in my room. Unfortunately, as I was waiting for my four slices of toast to brown, another guest added his slice of toast right after mine. This action caused the machine to get blocked. When I noticed what happened, I grabbed a pair of tongs nearby to remove the stuck toast. Shaquita was standing directly behind me, she quickly grabbed the tongs from my hand and told me “ You can’t do that, it’s dangerous.” I was surprised by what she did. I chose in that moment to control myself. I turned to my left and spoke with the guest that placed his toast slice too close to mine. I told him, “ I believe it’s your toast slice that caused the blockage.” Once again, Shaquita who was still standing next to me, decided to interject herself into that conversation. She said, “Oh no, it’s was your toast that caused the problem!” I then turned to her and said loudly, “I’m not talking to you, I’m talking to this gentleman next to me. Please leave me alone and stay away from me!” She finally decided to leave me alone. Another breakfast attendant came to check the rotary toaster. It had to be turned off because he couldn’t quickly unblock it. I decided to leave shortly after, I completely lost my appetite that morning. Before I checked out, I reported her to the front desk receptionist and to the housekeeping manager. The two ladies were both present at the front desk, when I arrived. Interestingly, they didn’t know about the $10 per plate or bowel policy and they told me there’s trained not to touch the guest. Grabbing something from the hand of a guest, is unprofessional. I was given the breakfast attendants name and the business card of the general manager, Jo Sekin. On Monday July 28th and Tuesday July 29th, I called and left a short detailed voice message, requesting to speak with the general manager to share my complaint. I decided if I didn’t hear back from her that week, I would call for the last and final time the following Monday August 4th. This afternoon at 4pm I called again, and this time she answered my call. I politely shared my complaint. Unfortunately, this individual defended the actions of Shaquita and their new To-Go policy. I told her I would write a review and share...

Where do I even begin to unravel my experience at Homewood Suites? I genuinely sought to find a silver lining, but this stay has unfolded as one of the most disappointing encounters I've ever had, cementing my decision to never return to this hotel.

To kick things off, let's talk about breakfast. The spread was undeniably lackluster and far from what I’d expect from a hotel of this caliber. The options were scarce—just a few meager items, like stale bagels and what they referred to as a pork burrito, though it hardly resembled anything appetizing. The juice was served from a dispensed container that I couldn't help but notice had an unsettling layer of grime, clearly neglected for far too long. Disappointed and unwilling to risk my health, I opted to purchase a juice from the front desk along with a pint of ice cream—an exorbitant $11 for a small treat! Unfortunately, after my purchase, I discovered that the juice contained an allergen I react to. Although the drink was unopened, my request to exchange it was met with a frustrating reluctance from the staff. The atmosphere of the hotel felt tightly wound, and as a Gold member, I was astonished by the lack of any typical benefits that should have been afforded to me.

Then there was the cleanliness of our room, which left much to be desired. The entire space was a disheveled mess, and I was appalled to discover dog hair covering everything from the baggage trolley to the elevator. This hotel clearly requires a significant overhaul and, more importantly, an intense deep cleaning. My stay was a constant battle against allergies—forcing me to rely on Benadryl to stave off a potential trip to the hospital—definitely not how I envisioned relaxing during my vacation.

The refrigerator in our suite was equally distressing; it was grimy, and the silverware and dishes were in a state that could only be described as appalling. This degree of uncleanliness is utterly unacceptable and starkly contrasts with what I had anticipated.

I had also requested a late checkout, fully understanding that it hinges on availability. After checking the system myself, I could see there were open slots. Yet, my inquiry at the front desk was met with frustrating ambiguity when I asked why it hadn’t been offered to me as a Gold member. The response was baffling: “I asked the housekeeping manager, and she said because she said so.” This dismissive attitude left me feeling completely overlooked.

In the end, I had to hastily pack up my entire family and our perishable items from the fridge, under the assumption they would safely store them. Instead, they abruptly reversed course and insisted I store everything in my car. This lack of coherent communication resulted in significant losses for me; I was initially informed to inquire about late checkout in the morning, only to later hear a firm no from the manager. Overall, this entire experience has left a bitter taste in my mouth, compelling me to share my story and caution others against a stay...

I typically stay in Marriott hotels for work, but I selected this Hilton property for a 4 night stay because it was only 2 months old and centrally located. I assumed Homewood Suites was akin to Residence Inn, but my experience was anything but positive for the following reasons:

Breakfast: Rock-hard, frozen fruit was taken directly from a kitchen freezer and placed into a metal serving tray. After an hour, the fruit had yet to thaw and remained inedible. My coworker became sick after eating a rancid hardboiled egg. The eggs were not cooked on-site but were instead pre-cooked and presumably served past their expiration date. The milk was sour by day 2 and only got worse on days 3 and 4.

Evening Socials: The Hilton website advertised 4 evening socials (light snacks with free alcoholic beverages) from Monday through Thursday. In fact, the hotel only offered this amenity on Wednesday evening. A big let down and false advertising/classic bait-and-switch tactics.

Cleanliness: I discovered pubic hairs in the shower and closet areas from the prior guest. On day 3, I noticed that my torso, arms, back, and neck were covered in a thick, red, itchy rash. I consulted with my dermatologist who advised that I had contracted Pseudomonas folliculitis (aka “hot tub rash”). I recalled that the hot tub, which I used every day, had heavy sand deposits and would produce a thick foam immediately upon activation of the jets. This was the first and only hot tub I’ve used in months. I was shocked to learn that this hotel is only 2 months old as it already has quite a bit of wear and tear. I realize that some guests can be rough on property that is not their own, but my hunch is that poor maintenance and inadequate cleaning are the more likely culprits.

Staff: On only one occasion did I see any property management onsite. This occurred on Wednesday evening at approximately 5pm, coincidentally the only day of the “evening social.” Several members of Hilton management led a “site tour” for what I am assuming were Hilton corporate guests (they were holding brown Hilton goodie bags). The management team appeared to be much more interested in pleasing these Hilton employees than in ensuring the needs of the hotel’s guests were being met. The outdoor splash pad was routinely out of order. I observed several disappointed children attempt to turn on the water only to discover that the splash pad was inoperable. I brought this to the attention of the front desk staff, but they simply responded that they did not know how to turn on the water.

Conclusion: I would not recommend this hotel absent a major management overhaul. There is no excuse for a Hilton property in a resort location that is only 2 months old to have this many issues. I was fooled by the other positive reviews, so I thought it was worthwhile to share my own experience. I’d be happy to discuss these issues further with Hilton corporate’s customer service team. Please refer to Hilton Honors...