Homewood Suites by Hilton Eatontown — Hotel in Eatontown

This was one of the most disappointing Hilton stays I've ever been to. I usually praise Hiltons for the neat, clean and tidy rooms and their friendliness from most staff but this trip was a bit of disappointment with the amount of points i used being a Gold Member. The first room I was assigned ended up having a bed bug, before ever settling in, I always pull the sheets to see if there's stains or hair or bugs and this 1st room I was originally assigned had a live bug under my pillow moving, on this stay i took pictures and a small video clip of the bed bug I found in clear plain sight. I took my duffel bag n clothes n put them in the living room right away to prevent possibly taking them home with me. I rang for the front desk n no one answered n had to physically go downstairs to the front desk to address the situation. I understand that staffing would be light due to this whole covid pandemic. The front desk lady was very helpful n nice and tried to accommodate me as best as possible n proceeded to tell me there were no more similar rooms n only smaller which I said that seems impossible as there didn't seem to be many guests staying due to how empty the parking lot was and then she found me a bigger room which I did appreciate. Once i packed up all my belongings I went to the new room and first thing I did was pull the sheets n pillows to check again and it seemed ok n clear. This room however was a little bit disappointing as 2 out of the 3 tv remotes either had dead batteries and the remotes were in the wrong tv rooms which i had to test out as I had this happen in another Hilton as well. The bathroom wasn't cleaned properly as there were pee stains on the ground, and the sink had stains on it too that I wiped up to set my belongings there. The next morning I was disappointed to see there was no available coffee which I understood eventually to try n limit the risk for covid but just overall disappointed in this stay as normally amenities are always accessible during normal circumstances but the cleanliness n bugs were def unacceptable to me.

General Manager contacted me few days later with piss poor customer service & insisted I was lying and & claimed I did a fraudulent claim & reported it without giving any reason why she thought the video & pic were fake as I had time/date stamp of both on premises & their cameras would have me on video inside their facility, a witness who stayed with me & saw the bug & insisted the sheets/covers were not there's without explanation. The only thing I could think of that she may have thought it wasn't their hotel sheets/linens was maybe the lighting of the video & picture because it looked like a peachy background but it was due to the yellowish/orange lighting from all the lamps I put on in the room for their white sheets & the thread design was 100% the same as the 2nd room they assigned me. I asked why in the world would anyone or myself go through the headache of switching rooms late at night, having to pack, clean & swap rooms again when it was for a simple night of stay as I came to NJ for a fishing trip & never even asked for compensation or anything back & was just giving feedback about the stay as I am a long time HILTON HONORS & GRAND VACATIONS CLUB member. Pretty odd to see a few days later another guest who had no relation to me who stayed 1 night after me also posted about their room having MULTIPLE bugs too. Even said I would def give the place another shot since the covid circumstances definitely made a factor about staffing and such but after such an offensive & rude claim without any answers from the G/M I will no longer ever stay at that location as there's plenty of other HILTONS nearby that Ive had excellent stays with. Originally gave this place 3 stars on other review sites but after a terrible interaction with their G/M definitely deserves 1...

Upon arrival there was blood found on our tub, towels, & bedspread. We did not feel the need to switch rooms, my SO was feeling under the weather, so we just asked for fresh towels. All night there were several kids under about the age of 10 running the halls and they proceeded to do so through the morning. They had gone to breakfast unaccompanied by an adult and by 9am we had to call front desk to complain.

At 10am, our first morning as guests, I go outside to find my car had been broken into. Window shattered. Personal property stolen. As I called my SO who was in the room, a front desk employee appeared to just be arriving for her shift. Initially she looked concerned but then walked over to say she didn’t see any glass…..it was evidently all in my car. I had tints so a lot of it was stuck together. No one from the hotel ever came outside to assess or even ask if I was okay. Needless to say, when my SO went inside to ask if there were any cameras in the vicinity, a blonde “manager” on duty felt the need to ask if we were sure it happened at their hotel….Seriously? We had just checked in 12 hours prior. I’m sure I would not be driving around with a broken window and not notice. Especially all of my belongings being ran through and thrown around in the car.

We were in the process of moving and I was due to go into labor any second. I came here to a Hilton hotel to destress and prepare for my baby’s arrival at a nearby hospital. We are Hilton Honor members, had not even been here for 12 hours and this happens to us! Glass all over my baby’s new car seat, bathtub, etc. My car was parked a couple cars away from handicap (pretty close to front entrance) but according to staff a tree was blocking the camera view of my car of course.

Just to add more to it there is a sign that says take belongings out of vehicles because hotel is not responsible of any stolen items. Obviously this happens often and a gentleman from staff and Eatontown police mentioned this wasn’t the first time they responded to a break in there. There were actually 2 others the same night my car was broken into at the Sheraton hotel next door. It’s absurd to me why they wouldn’t have security or someone patrolling if this is a common occurrence. This is negligence on behalf of Hilton. They had 4 wedding parties that same weekend. With people from out of town staying there.

After cooperating with the Eatontown Police and finding out more about their investigation I was informed that on the morning of the break in, the thief who was not a guest of the hotel had entered the building and helped himself to a complimentary breakfast!!!! Smh

I will not be staying here again and I will be informing everyone I know about the incident that occurred at this hotel. Very poor guest relations on Hilton’s part. I know I was pregnant and emotional at the time but I did not feel that the Hilton employees even tried to show...

We had to make a reservation at the Eatontown property due to a death in the family. Our reservation was not a planned trip nor was it for leisure. We hope the following constructive criticism can be used for future improvements in quality and standards. Foremost, is the fact that it is NOT a Hilton Hotel. It is actually owned by a local LLC but operated by Hilton properties. For $300 per night, we received unacceptable service. The only days that we could receive routine housekeeping is on Thursdays and Mondays. All other days, you have to personally call and request everything from trash pickup to bath soap. They charge you up front for the entire stay, and add an addtl $100 for possible use of bar or amenities. They claim it can take up to 5 business days to receive that back at that end of the hotel stay. We we informed that it required to pay for the stay up front and that no refunds if you leave early. the complementary breakfast consisted of reheated and dried out meats, potatoes, etc. there was no half and half out on the coffee bars and no coffee cup heat sleeves to keep the coffee the coffee from burning your hand as you held it. Front desk had Plexiglas and many times there is not a person that remains there to greet and address customer inquiries. the pool area is inaccessible with the hotel key; you have to reach over and manually lift the lever to gain access to the pool on either entry. also once outside the two doors that enable reentry to the hotel lobby do not work with the hotel key. the pool users had to walk down and up to a side entrance or the front to get back in the hotel. when i asked for pool towels, i received only 1. when I requested dishwasher powder to run the dishwasher in my suite, I the personnel delivered liquid dish soap instead. this is despite the fact that I personnel showed them that I already had some liquid dish soap and needed the compatible powder for the mechanical dishwasher. Just because concerts were in town in Asbury and connected cities did not justify charging the rates that they did per night for a four day stay. In comparison, we spent approximately the same amount ( $1500) at an ACTAUL Hilton property down in FL that was right on the beach, with a room that had direct beach access, with fresh breakfast items, and overall superior guest service for more days just 3 weeks prior to the NJ...