Homewood Suites by Hilton Indianapolis Downtown IUPUI — Hotel in Indianapolis

Hotel canceled reservation for no reason, two days after confirming. Manager requires guests to monitor email during vacation, but ignores email sent in response. Details: Reserved six months in advance for GenCon, when all downtown hotels are fully booked. Four days before check-in, with no prior notice, the hotel manager emails me saying the card on the reservation was declined (I had replaced it a few months earlier) and they will cancel the reservation in 72 hours if I don't update the card. So if I had missed a single email sent out of the blue while I was traveling, my family wouldn’t have a room for a trip planned six months in advance. It gets worse. I do see the manager’s email. I call Hilton Reservations, give them new card info, and they send email saying “Your reservation has been confirmed.” I respond to the manager’s email saying this. All good, right? Wrong. The day before check-in, with no other notice, I get an email - “your reservation has been canceled.” What? I call the hotel front desk. No apology, no explanation. They don't know I called the 1-800 number with new info. I tell them I responded to the manager’s email, I wait on hold for 20 minutes, they come back and say the manager said they will reinstate the reservation “if I provide a good credit card number.” Hooray! I’ve been approved to be back where I was six months ago. And they will charge my credit card a $100 deposit. Why? I didn’t ask, I just wanted to be done. There’s more. Two days after checkout, after two emails and a call with no response, the manager emails me: “My apologies for the lack of response as I have been out of town and just returned yesterday to an overload of emails. I do apologize about the confusion with the booking. On the original email I sent out ... I had [other person] on there as well as I was anticipating to be out of town. When responding to the emailed response to me she was left off the thread and therefor was not aware of the correction attempt. I do greatly apologize for the inconvenience during that time and appreciate you and the teams efforts to get the booking reinstated and guaranteed for you.” Glad I was here to help. /s (The manager’s first email did not tell me to “Reply All” or to contact the other person with questions. The manager did not set an out-of-office response.) I’ve sent the manager another email and left a few messages, with no response. I can only wonder if the manager appreciates the irony of sending me an email that upended my vacation, right before leaving for time out of town during which the manager ignored my email. To be clear, this was not an oversight. It resulted from the hotel manager’s deliberate decision. No Hilton policy says they will revalidate credit cards prior to check-in, or that they will cancel a reservation after giving a single notice by email. The manager apologized for the confusion, but the manager never acknowledged causing the confusion in the first place. I wouldn’t mind if the hotel wants to revalidate credit cards; I know that happens. But they have to do it carefully and with enough time to fix their mistakes, and not rely on their guests to fix their mistakes for them. The rushed and disorganized way the manager handled it suggests it’s something the manager dreamed up at the last minute because they were worried that I wouldn’t show up for the reservation after deviously canceling my credit card, and they wanted an extra day to rebook the room for a busy weekend (when they are charging triple the usual rate, by the way). We all know the current travel situation is crowded and difficult. And this hotel manager is taking the initiative to make guests’ visits more difficult, while accomplishing nothing. I could understand if this was some automated process that went haywire, but no - this was a situation the manager chose to initiate the day before leaving the office for a week. No wonder there was “an...

My stay at the Homewood Suites by Hilton was fabulous. From the moment I arrived I was greeted with friendly kind staff. I felt appreciated from the moment I stepped in the doors, it truly felt like home. This is a very secure hotel in downtown Indianapolis Indiana. I felt safe. In order to use the elevator to go up to your room you need to scan your room card/key to leave the main lobby area on the elevator. There is beautiful stained glass throughout the building. The cutest little grocery store area in the main lobby for things that you may have forgotten or if you're just hungry. They also have family games here that you can check out, I thought that's a fabulous personal touch. Personally, my room had the most gorgeous view of the city. I've stayed at quite a few hotels for business and very rarely do you get a spectacular view. One of the things that I absolutely loved about my room was the personal greeting on the TV welcoming me. The room was extremely impeccably clean. The bed was comfortable and there were nice little rugs next to the bed to make sure that your feet were warm once you stepped out of bed. My room had a beautiful kitchenette, if you would like to cook your own food it had a stove and I believe a convection oven doubled as a microwave. There was a little desk area for my reports and business that I needed to take care of. Beautiful lighting throughout the room as well as modern decor . There was a little living room area and you could watch TV from the couch or if you wanted to face it towards the bed you could also watch TV from the bed. The shower area was extremely large and up-to-date. Inside the shower you had wonderful body wash, shampoo and conditioner. There was a custom corner little area, great place to place your foot if you were to shave your legs. Nice hot water and great water pressure which is a plus. The towels were large, soft and great quality. The bed was perfect very comfortable, I slept great. For this being a busy location downtown I was either completely exhausted or I didn't hear the traffic outside. I headed to the gym for a quick workout, this gym was legit!! It had all the amenities! I was incredibly impressed with how much equipment was available for my workout. I utilized the swimming pool the next morning which has great hours 6 AM until 10 PM. There are gorgeous courtyards, you could grill out or just hang out in the outside lounge area. Breakfast was delicious and wonderful. The staff serving and maintaining the complementary self serve breakfast area were very attentive in making sure that they refilled things as they got low. I appreciated that all safe food techniques were used as I am certified in food service and sanitation. So healthy food service and sanitation mean a lot to me, I noticed it right away. The breakfast was great, it was a combination of unique breakfast choices and standard American breakfast choices, both hot and cold. There was the normal cereals, overnight oats,hot oats, Chia seed pudding, eggs, meat choice and potatoes as well as a Hispanic influenced breakfast of Carne Asada with corn or flour tortillas and all the toppings including hot sauce if you wished. Waffles were available if you would like to make one, simple toast, bagels, English muffins, fruit as well as yogurt and high protein items like hard boiled eggs. Overall I am highly impressed with this hotel, it was one of my best experiences so far. I would highly...

This was our 2nd stay at this hotel. This trip we stayed 4 nights. Upon check-in, Jared was extremely welcoming, professional, informative, and thorough when checking us in. I appreciated his attentiveness, as I was traveling with my teenage daughter to attend Jamfest.

The room was very comfortable and clean. Even though we were located near the elevator, there was not much traffic noise. In fact, the only noise I ever heard was a door closing from across the hall.

Breakfast was as expected. Typical free breakfast with some hot items, breads, juice, fruit, etc. You can eat in the lobby breakfast area or on the 2nd floor. Both were good and had about the same options.

Where this trip fell short and the reason for my 4 stars was because of the front desk staff member, Melissa. We were scheduled to check out on Monday after the cheer competition. When we went to the lobby for breakfast, I asked for a late check out as our flight wasn’t scheduled to depart until 5:45. She explained she could only do 12 as they were at capacity. First of all, this was not the case as many departed the night before as the comp ended on Sunday. When I questioned this she started talking down to me. In addition, I explained that people I traveled with were granted a 1:00 check out the day before. Her response was some people bend the rules so she couldn’t help that! I explained as a HH member, I usually received 1:00 at the least. She went on to say she was sorry but that 12:00 was all she could do. She told us we could “hang out” in the lobby (let’s not mention how cold it was due to the constant opening and closing of the lobby doors and it was 29°).

After walking away, I inquired from another employee what the front desk person’s name was and if there was a manager on duty.

As my daughter and I were walking from the lobby, Melissa proceeded to talk to all of her coworkers about what had happened.

We returned to our room where we hurried to pack up as I had to join 2 conference calls and finish getting ready to meet the 12 checkout.

After we returned to the lobby, promptly at 12:00, we looked for a place to unload all of our bags and sit comfortably for a few hours. As we were sitting there, my daughter tried to connect to the WI-FI but since we were officially out if the room, access was denied. I went back to the desk and mentioned this to Melissa, explaining since she had us get out of the room, there was no longer access. She had an attitude the entire time.

There was a young man in a suit that walked by where I was sitting in the lobby and I asked if he was a manager. He told me yes but proceeded to tell me he was the parking manager. He assured me he would let the front desk manager know I would like to speak with them. They never came out to speak with me.

Finally, as soon as our UBER arrived, he told me they were on their way out. I explained we no longer had time to wait and we were leaving. He took down my name and number and said someone would call me ASAP…and of course, that NEVER happened. It is now a day later and I still have not received a call.

If we return to this competition next year, I doubt we will stay at this hotel again. It’s such a shame as it is in a good location and overall it’s a nice hotel. I certainly do not feel like a valued customer and certainly not a Hilton Honors...