Homewood Suites by Hilton Fremont — Hotel in Fremont

The hotel is new and it is evident but the service here is the worst I have had for any Hilton property. John or Johnny at the front desk is horrible. I had prepaid my booking already yet charged me for my room as a new booking then noticed it was already paid, luckily I have funds on my CC but that’s a big mistake. I was the only one there and it literally took 20 min to get my room key. The room lights are on a sensor or timer not sure but they turned off after I was just sitting watching TV, I tried every single light and non worked. After a min or 2 I called Johnny at the front to get help and he says I need to walk around the room so they can turn on. The heck I walked through the room already flipping each light and nothing worked. He then tells me there is a breaker box at the entrance, try flipping those. What the heck, I need to flip breakers, I asked if anyone in maintenance is around to get this working , he responds nope have to wait until tomorrow as there is no workers. Next day comes I get in my room but no service was done and my TP is low so it was not replaced. I call and Johnny is still the only one at the desk I ask about my room and he tells me it wasn’t done as it had a DND sign on the door, I never added this or placed it on the door. He continues to say they will be by tomorrow as there is no one there but him, he proceeds if I want the TP I can pick it up at the front desk. So no house keeping for the room And no one to switch out the TP. I travel to this part of northern CA every other week and I have this “new” property the chance. As a Hilton honors member I expected more but never again. There are way better options in the same area that are established and provide hotel services that should...

We arrived at the hotel at 3 a.m., only to be told that our reservation had been canceled without any prior confirmation call from the hotel. The front desk staff claimed it was our responsibility to call them to confirm a late arrival, which makes absolutely no sense — especially for an international brand like Hilton. Despite canceling our booking, they still charged us for the room.

I tried contacting Hilton customer service multiple times, and only on the fourth attempt did someone finally assist us in reaching the hotel manager. Unfortunately, the manager’s attitude was extremely arrogant and unhelpful. He insisted that it was entirely our fault for not calling ahead, refused to provide us with a room, and showed zero willingness to resolve the issue.

For a brand-new hotel, this kind of customer service and handling is shocking and completely unacceptable. I will never consider staying here again, and I strongly advise other travelers to think twice before booking...

Hotel may be recently built, but its anything but clean. I was staying there for two weeks, and notified the front desk about the blood stain and gross brown stain above the toilet paper. She said she'd inform the manager and they'd do a deep clean. Did not apologize or anything, and just looked at me as if it was not a big deal. The manager didn't bother cleaning the filthy hotel room. I was without a car or I would have left this place. I also told them that the cleaning crew put the dirty duvet cover that I left in an area with used towels back on the bed without cleaning it. (How? I put a tiny marker on the label.) They didn't bother apologizing or cleaning it.

The kitchen women was amazing, but everyone else needs training.

Also, I always dreaded when Johnny was at the front desk. As another review mentions "James", he is actually referring to Johnny. This guy needs...