Homewood Suites by Hilton Hamilton, NJ — Hotel in Hamilton Township

I had one of the most negative experiences I have ever had staying at a hotel, and I stay at hotels close to 100 nights per year, and I am Diamond Elite at Hilton. I got up very early and spoke with the night desk reception for a 1pm check-out, and was granted that late check-out. He was so responsive, he even asked for my room keys to re-configure them otherwise they would not have worked after the typical 11am check-out time. I had to run some early morning errands, came back and had a very nice conversation with the day front-desk clerk, and went back to my room to do some work. Beginning at around 10am, a housekeeper opened my door despite there being a "do not disturb" sign being on my door and my having a late check-out. Because I do not like air conditioning blowing on me, I generally keep my rooms higher in temperature and wear fewer clothes, so, the housekeeper who opened my door got to see a lot of me unclothed body. The same thing happened again about an hour later. ||Then about 11:30, who I came to know as the head housekeeper (I since double-locked the door though I felt I should not have had to) knocked at my door, still with the do not disturb sign on the door, for at least 90 seconds and would not stop. I went to answer the door and she proceeded to argue with me that I did not have a late check out. After the argument, I checked my key and discovered it did not work. I was very much bothered by all of these interruptions and my work suffered. After this interaction with the head housekeeper, I could not concentrate at all, so I packed up my belongings and got prepared to depart early for the next Hilton property at which I was staying. When I went down to the desk to speak with the morning front desk clerk with whom I had had great interactions, he told me he had "...checked my out of (my) room in error...". His story to me was unbelievable and I told him so. This had never happened to me in all my years of traveling, and if it had, I would have thought that I would have received a phone call from him after the three interactions with housekeeping, one of them the head housekeeper.||As a former forensic and criminal psychologist, I am trained to read people and detect whether they're speaking truth or not, whether someone's story makes sense based on objective facts or not, and none of this added up. What added up is that housekeeping wanted to clean my room and they wanted me out, and I left earlier than my 1pm checkout. But I was not a happy camper for how those behaviors impacted me: this is a $250/night hotel room with taxes during college football season. ||The clerk came out to my car and apologized for what had happened, and I was having nothing to do with what I perceived as intentional acts. A woman who was driving a very expensive sportscar and who I intuited was the franchisee owner came over and spoke with me, and I told her I would be writing a review of my experiences. She asked me what happened, and I told her. She apologized and said she would figure out a way to compensate me for what happened. I never asked for anything, I never asked for any compensation, nor did I contact Hilton or speak with anyone other than those I mentioned in this review.||The General Manager wrote me an email a couple of days later and stated she was going to refund the points I used to pay for my one-night stay, and because of that, I decided to hold off on writing a review of the facts of my experiences of the stay. What happened, however, is that this General Manager must have said something to Hilton that blamed me for what happened because I received a letter from Hilton Corporate stating that even though I am Diamond Elite, I have had too many "customer service reimbursements over the past two years..." and I can no longer benefit from the Diamond Desk customer service should issues arise at a property. I have an email from the GM at this property in Hamilton, NJ where she states all issues were the fault of her personnel, but I had no knowledge she was going to involve Hilton Corporate in this, I have no idea what she told them, and in the end after over a month of back and forth, I am being held fully responsible for being the victim of housekeepers ignoring a do not disturb sign, a front desk clerk for erasing my room keys, and a GM of a this property who instead of taking care of this at her level involved Hilton Corporate who is using their might against a customer who two other times has had issues because I have so many nights in hotels each year. I have an email chain with this GM of this property requesting that her franchise owner get involved that has been completely ignored.||I am in the top 95% of reviewers on Google (I review more there) because I believe in letting others know how companies are treating customers, and my reviews are about 60-40 positive-negative because service today is about 60-40, objectively. I want service to improve for those of us who pay for it. I am not a person who travels on a company business account: every dollar I spend on travel expenses comes out of my personal bank account. It stung when I discovered Hilton was not going to provide me customer service any more. I stopped going to the largest US chain because they stopped all corporate customer service and gave final decision for customer service to the individual property management. My number one hotel chain has strong corporate intervention with both franchise-owned and corporate-owned properties and I have never read of them using the strategy that Hilton and the big one uses as "punishment" if they are the recipient of bad customer service too frequently.... blame the customer, I do not...

I had one of the most negative experiences I have ever had staying at a hotel, and I stay at hotels close to 100 nights per year, and I am Diamond Elite at Hilton. I got up very early and spoke with the night desk reception for a 1pm check-out, and was granted that late check-out and got my keys reprogrammed to work until 1pm. I had to run some early morning errands, came back and had a very nice conversation with the day front-desk clerk, and went back to my room to do some work. Beginning at around 10am, a housekeeper opened my door despite there being a "do not disturb" sign being on my door and my having a late check-out. Because I do not like air conditioning blowing on me, I generally keep my rooms higher in temperature and wear fewer clothes, so, the housekeeper who opened my door got to see a lot of my unclothed body. The same thing happened again about an hour later. Then about 11:30, who I came to know as the head housekeeper (I since double-locked the door though I felt I should not have had to) knocked at my door, still with the do not disturb sign on the door, for at least 90 seconds and would not stop. I went to answer the door and she proceeded to argue with me that I did not have a late check out. After the argument, I checked my key and discovered it did not work. I was very much bothered by all of these interruptions and my work suffered. After this interaction with the head housekeeper, I could not concentrate at all, so I packed up my belongings and got prepared to depart early for the next Hilton property at which I was staying. When I went down to the desk to speak with the morning front desk clerk with whom I had had great interactions, he told me he had "...checked my out of (my) room in error...". His story to me was unbelievable and I told him so. This had never happened to me in all my years of traveling, and if it had, I would have thought that I would have received a phone call from him after the three interactions with housekeeping, one of them the head housekeeper. As a former forensic and criminal psychologist, I am trained to read people and detect whether they're speaking truth or not, whether someone's story makes sense based on objective facts or not, and none of this added up. What added up is that housekeeping wanted to clean my room and they wanted me out, and I left earlier than my 1pm checkout. But I was not a happy camper for how those behaviors impacted me: this is a $250/night hotel room with taxes during college football season. The clerk came out to my car, apologized for what had happened, but these were intentional acts. A woman who was driving a very expensive sportscar and who I intuited was the franchisee owner came over and spoke with me, and I told her I would be writing a review of my experiences. She asked me what happened, and I told her. She apologized and said she would figure out a way to compensate me for what happened. I never asked for anything, I never asked for any compensation, nor did I contact Hilton or speak with anyone other than those I mentioned in this review. The General Manager wrote me an email a couple of days later and stated she was going to refund the points I used to pay for my one-night stay, and because of that, I decided to hold off on writing a review of the facts of my experiences of the stay. What happened, however, is that Hilton Corporate blamed me for what happened because I received a letter from them stating that even though I am Diamond Elite, I have had too many "customer service reimbursements over the past two years..." (two issues in two years) and I can no longer benefit from the Diamond Desk customer service should issues arise at a property. The GM wrote an email to me where she states her personnel were fully responsible for what I describe in this review, but I am ultimately being blamed and losing rights as a Hilton Diamond Elite customer over this experience at this property with this GM and her staff. Blame the customer: this...

ASHFORD BRIDES BEWARE!!!!!!!!! My wedding party and I stayed here the night before our reception at the Ashford Estate. Because my husband and I were getting married at a nearby church, we got ready at the Homewood Suites that morning. Everything was -fine- until it was around 12PM and my mom and I started getting dressed.

Prior to even arriving at the hotel, I made sure that a late check-out - circa 1:00/1:30 PM - could be accommodated. I even suggested to just book my room through the following morning so there wasn't a problem. Instead, I was told - no, a 1:30 checkout on 2 rooms is no problem at all. ...Okay great!

Lo and behold, my mom goes back to her room to get dressed. She finds one of the housekeepers in there - clearly let herself in - going through all of her belongings and throwing her gown in a plastic laundry bag headed for who knows where. Rather than apologizing for the mistake and the egregious behavior, the woman got confrontational and VERBALLY HARASSED my mom (mother of the bride!).

To boot - the housekeeper, head housekeeper & front desk woman then all came to my room - aggressive and confrontational, threatening that I had to be out of the room by 1PM, that nothing was put in the system about a late check out, that they don't do late check outs, and that they would be back at 1PM SHARP to make sure I was out! THIS IS ALL ON MY WEDDING DAY, WHILE I'M ABOUT TO GET DRESSED IN MY WEDDING GOWN.

They robbed one of the most special moments from my mom and I. The whole experience was beyond appalling - there really aren't even words for it.

Yes, I spoke with the manager afterwards. And yes, the apologized profusely and reimbursed the costs for my room and my parent's room. But truly, there is no amount of money that can rectify that experience.

If you are getting married at the Ashford Estate - or any other nearby venue - do yourself a HUGE favor and book your rooms/block at ANY OTHER HOTEL. I hope no one EVER has the experience that my mom and I did at the Homewood Suites.

PS - I'm writing this 6 months later - and still feel just as disgusted now as I did then. I see in other recent reviews that some people have had similar experiences to this. HILTON - HOW IS THIS ACCEPTABLE???? HOW IS THIS A TOLERATED BEHAVIOR & WHY DOES IT FEEL...