Homewood Suites by Hilton Huntsville-Village of Providence — Hotel in Huntsville

I travel often for work, I have been working in Huntsville for 2 years now off and on for the US Army. I have stayed at many hotels in the area and this was by far the worst one yet! My group of 7 all experienced some sort of nightmare with this hotel, mostly from the desk staff who don't care if you have clean sheets or towels so long as you don't interrupt them on their phone! The very 1st night there, I was sent to a room and someone was being very intimate inside when I walked in! She screamed, He screamed, I screamed, and i apologized as i ran out. The older woman at the desk was confused, she said i was supposed to be in that room, but she finally understood and gave me another room. We stayed for 6 weeks and worked 12-hour days straight through. Because we work so much we like to have clean sheets at least once a week and fresh towels every 3-4 days. I didn't think this was a lot to ask for but apparently, it was way too much. On every occasion when they came to clean my room but 1, they literally just picked up my dirty bedding that I took completely off the bed and put in a ball on the floor Hint Hint! and put it all back on the bed dirty! Yes, you read that correctly, they put my dirty bedding back on the bed rather than change it! I know because I mark my sheets in the corners. After all, I travel so often and I know how sneaky places can be! After the 1st time you would think with a complaint they would correct it, but no, they did it again and again, finally on the 4th week I physically carried my dirty sheets down to the front desk where the woman sat on her phone, and nodded to the other woman who asked if I was the guy who marked his sheets and went and got me new bedding. The other one, sat there ignoring me like I was bothering her and when the 2nd one brought my new sheets to me, she handed them over and said "Take this stuff back with you, I got nowhere to put this" and she pointed to the carts in the lobby. I walked to the elevator and threw them on the floor outside it and went up and changed my bedding. I asked for a manager the next day, there was none available but the maintenance guy was nice and offered help, not that he could do much for me. Then I came home that night and they had actually gone into my room despite the tag on the door and changed my sheets! When I went down the next day to inquire as to why knowing i just changed them, they would go into my room, the same woman who ignored me on her phone stood there and argued that i asked for my bed to be changed, she lied through her teeth and i told her this was her problem, she was too =busy on her phone and didn't pay attention! Then she said "I work the desk, I don't clean, I said you don't work the desk either! You just pointed to someone else to help me. ||||i asked for a manager again, but no manager was available. I called the Diamond line and launched a formal complaint and still, I never heard from Hotel management. On the 5th week, I carried my bedding down to the laundry and dumped it in the bin myself figuring they would have to relace my bedding, they did finally replace it but I will forever wonder, when I got there, did I sleep on the last guy's bedding? There's no way to know for sure, but their history and neglect tells me probably! Did they really change my bedding this time or just swap someone elses??? To top it off they royally screwed up the credit cards and double charged some of us while also charging someone, not of the group's Amex card for half the stay. Maybe the people who were origially in my room, I'm sure they will hear fro them. Also, I had no WIFI because it kept telling me I wasn't a guest so on the 3rd day after I complained repeatedly they gave me a promotional code which I had to oput in every single day to get Wifi! None of my group will ever stay here again, I would sooner camp outside in a tent! I did speak to a Josh at one point very briefly, he was an assistant manager, he was not very helpful, just a lot of apologies and head shaking and he did finally straighten out the credit cards but after all, he had to, the government looks poorly on fraud! I wish I...

Before I do my review I would like to add I’ve been staying at hiltons for over 30 years, I am a dedicated member and Hilton is, in my opinion the best hotel around. I’ve stayed at a Hilton hotel in many states to include Yuma Arizona and multiple ones across the world. It hurts me to say this because Hilton has never disappointed me till this stay and this Hilton is APPALLING. I am astonished as to how this one has fallen. It’s in a great location so it shouldn’t have problem. The staff and property owner from what I witnessed don’t care. This hotel hasn’t been renovated in ages and no signs of ever being started. When I walked into the hotel towards the front desk it was empty with no one around and had to wait for someone to show up to the desk (more than 20 mins). When I first entered the room the dishwasher was open with dishes in it. The room had not been dusted and the electrical socket cap was broken. They did fix it right away but why wasn’t that fixed ahead of time, it was in plain sight. The sheets had stains. I had to call and get new ones. Breakfast was from 7-10 on the weekend and it wasn’t ready on time, the backroom was open and i could see boxes stacked up and needing to be opened. They would run out of food an hour before it was time to close. Myself and my family were staying there 16 nights and after 6 nights we had to leave and rebook at a different Hilton. I spoke to Tyler the manager and he seemed to not care with an expression of i’m bothering him. I explained to him the issues and he just said I’ve just started working here for 6 months and I’ll refund you 60%ish of the points you spent and I agreed to the terms thinking I would get them back in a week which is how he explained it to me. One week went by and I called back to see if it was done the assistant manager answered and said he would talk to the manger and remind him. The next Friday I called and was sent to voicemail with no response and I still did not receive the points. I had to call corporate 3 weeks later to get them refunded. If you want to stay at a Hilton in Huntsville don’t stay at this one both the staff and manager don’t care this place is old and not renovated with the amount of traffic coming through they could have renovated but they refuse to renovate. Please stay at the home2 suites it’s a significantly better experience, that’s where we stayed after we left this disgusting...

Being a Diamond Member with Hilton, I/we have stayed at many Hilton facilities around the country. This is my/our first stay in Huntsville/Providence, the staff, upon check in, were gracious and informative about the area. When we got to our room, we both were a little 'taken back', first time we've not had a separate bedroom from living space...which is odd to us, since we will be here a week. After walking to one of the recommended dining places close by, we stopped at the front desk and asked for two additional bottles of water...which we have done at EVERY Hilton hotel we've stayed at, we drink coffee and tea, and the two bottles provided upon check in are never enough, so we pick up two additional each day of our stay, or more if we decide to drink an extra cup throughout the day...we were told "Only two bottles per room, at check in, are authorized, you're welcome to purchase water from the "store" if you'd like more." Now, I understand bottled water is available for purchase, but I also understand I spend THOU$AND$ a year (to achieve Diamond status) at Hiltons across the Country, so the Homewood Suites in Providence, AL cannot afford to give (Diamond) guests who are staying with them for a week, additional bottles of water? Because, I'm thinking, any one of the MANY hotels within close proximity might be willing to give out two bottles of water per day, as requested by a Diamond Status guest...? As well as the water, I asked for a small cup of milk from the kitchen...again, I have requested this in other Hiltons with NO issues...was told the kitchen is closed and she would not be able to get that for me. I checked the "store", figuring if I have to buy bottled water, I will buy some milk as well, there was NO milk to purchase. We are not familiar with the area, do not know where might be a place to purchase milk, which is why I asked for a small cup to get me through until we could go to a grocery store. No luck! Both items may seem 'small' to many, but with all the stays we've had at Hiltons, this denial of little items was a first and a disappointment. There is a very good chance work will bring us back to the Huntsville area, I doubt we will be booking a room here...