Homewood Suites by Hilton Lake Mary Orlando North — Hotel in Lake Mary

FIRST, this hotel is NOT newly renovated nor does it have a FULL kitchen as described online. ||We are currently displaced from our home after a serious incident occurred making staying home impossible. My insurance company called and reserved 3 KING suites for us. I called to see if the rooms were ready and was told they were. When we got her we were informed that even though we had reserved 3 king suites they didn’t have any for us. After a discussion with the front desk clerk, they managed to find one king suite while the other two rooms had to be queens. We are scheduled to be here until August 9th while our home is being repaired. The king room they gave us faced the electrical pad with zero natural light. I went back and asked if there was anything else available. They gave us a different king suite. We were very grateful since being stuck in a hotel for 7 weeks in a dark room would be miserable. I went to make dinner and when I went to preheat the stove, I discovered there isn’t one. This hotel lists it has a full kitchen so I assumed we got a wrong room. I went back to the front desk and the General Manager told me not a single Hilton on the planet has an oven. A full kitchen consists of a small fridge, microwave, hot plate surface, and a dishwasher. I told him this was a kitchenette and while I realize there is nothing that can be done for us, the description needs to be changed. He argued with me about what a full kitchen really means and obviously, even though I’ve worked for Hilton, I don’t understand what full kitchen means. At no time did he introduce himself or apologize. |||Sadly, the air conditioning did not work in our new room. The following day, maintenance came and repaired the noise but the AC was not able to get the room below 80. ||That night, the toilet stopped flushing. I checked to make sure the chain was attached. Everything seemed okay so I went to the front desk to report the issue. The front desk clerk told me maintenance wasn’t available and I’d have to plunge the toilet myself and she’d let maintenance know the next day. For 9 days maintenance did not come fix the toilet. The GM never checked on us despite me going every day demanding they fix my toilet. So we were stuck in a room without a working toilet for 9 days and the GM didn’t care. ||We also went 8 days without housekeeping. We were told they come every other day. Again I went to the front desk at day three and requested housekeeping. They never came. ||On day 12 of our stay, 9 without a working toilet and 8 days without housekeeping, I woke up to water pouring into our bedroom from the ceiling. It was 6 in the morning and I went downstairs to tell the front desk. The front desk clerk told me she would let maintenance know when they got in at 9!!! She told me to move my stuff out of the bedroom if I didn’t want it ruined and to make up the couch and sleep there!!!!|||Maintenance stopped the leak at 10:30. We were told by the GM that they stopped the leak and we could stay in the room!!! At that point I exploded about the toilet,lack of housekeeping, staying in a room with wet carpets and a dripping ceiling. He offered no apologies and walked away. ||At this point I called “corporate”. Only after that call did the GM move our room. He was extremely condescending and told me I need to accompany him and the Assistant GM to my potential new room to make sure it was “up to my standards”. He spoke to me very loudly in the lobby with other guests around listening. We got to the room and he told me to “Go flush the toilet as many times as you need to, to make sure it flushes to your standards. ||Not once did he offer an apology. Not once did he ever call to see if everything was fixed or okay. Not once did he address my husband or me by name. He made us feel like our issues were an inconvenience for him. He is the most uncaring, unprofessional, ignorant GM I have ever met. He claimed he didn’t know what was going on in his hotel. If he bothered to read the pass on log, he’d know what is going on in his hotel! ||Corporate, who called the hotel annd confirmed everything in our complaint was 100% accurate, informed me that we deserve compensation but that the GM has to issue it and it needs to be done with 72 hours of our filing the complaint. As expected, it’s been 4 days and he has done nothing. Yes he was here July 2,3,4,5. ||We are supposed to be here for another 4 weeks. My insurance company has removed this hotel from its list and is trying to find us another hotel, which is not a Hilton, to stay at. ||This hotel may be okay for a short stay. It is not equipped for a long stay. If you have any major problems, pray they don’t happen at night because nothing will be done. Don’t count on the GM to make it right because he doesn’t care...

I am very disappointed in this place and feel extremely disrespected. I built this hotel 25 years ago. I was one of the electricians. This is where I learned and first started construction work when I was 19 years old. Because of this place, I became a fan of the Homewood Suites Brand and we try to stay in one every where we go when we travel. And stay at this location every time we come back to visit family and friends. I take pride in my work and always have so seeing how run down this hotel is, really bothers me. I do understand that there will be wear and tear over time. But when you make repairs, you should do it right and so all you can to leo things updated. I also understand that there is doing to be a remodel soon.... not the first one done since it opened in 1998. But since if the conditions are uncalled for.

The elevator in the middle has torn up floor, and screws falling out of the panels.

We have a 2 bedroom suite and the door to the bedroom is broken apart with no top piece to go it and can't even close the door.

There are obviously multiple patches done in the drywall throughout the suite. Done so bad, that they didn't even try to match the paint so you see big squares of different paint all over the place.

Closet doors are even on the track anymore in the bottom and won't stay on track.

ceiling is cracking.

Josh, the front desk attendant, is another story. So I walk in and ask about luggage carts. He said they might be getting used by another guest. So I told him I needed to get keys because it's telling my my digital key wasn't ready. It was 4:15 pm. I scheduled my check in for 4pm. And the system assigned a room to me. He says ok and as I go to look around the corner to see if i can see a cart sitting dish the hall, another guest then walks in abs he decides to start checking them in and forget about me. And as in standing there waiting, he finishes and goes in the back office. Then comes back out and asked what he can help me with. I told him again, I needed keys because my digital key was not ready. He told me my room wasn't ready yet. Standard check in is 3pm.... I scheduled the check in at 4 and it was 4:15.... the room should have been ready.

Now my wife just called down to ask for 2 extra blankets, and instead of having them brought to us, they told us that we can come down and get them, they will be sitting at the front desk.

My wife opens the cabinet to out the trash can in there and it is the way, and the entire button of the cabinet and had smashed and broken all the way through.

Elevator operating permit expired 2 weeks ago which means they haven't been recently inspected for safety.

Being a Hilton property, I expect much better quality and service. This hotel now has the quality and service of a motel 6. I understand things wearing down over time and usage but there are no exceptions for lack of care. When you fix things, you need to fix them correctly.

The only rooms they have to move us too are smaller rooms which is not...

First of all let me say the moment you walk in you are warmly greeted by the staff and the rooms are big, clean and smell nice. The staff also will do anything within their power to make you feel as comfortable as possible and all are knowledgeable about the area as in helping you find whatever you are looking for. I do have a couple major complaints though. First of all I stayed in room 123 which is right next to Housekeeping and even though I REPEDIATELY called and PLEADED for the Management to tell the Housekeepers (Who are very nice and sweet too) to PLEASE STOP talking and laughing LOUDLY for about an hour EVERY SINGLE DAY and BANGING their carts agains my walls which is where they put their carts at night. They also were yelling at each other (not in a fight like) but because they were at opposite ends of the hallway. I called and called and came out of my door EVERY SINGLE morning for a week asking them to be quiet as possible. The next day it got even louder so I must have made them mad maybe or they just forgot. I work at night and sleep during the day and I didn't sleep hardly at all the entire week I was there. Another complaint was the breakfast and supper that is free along with complimentary beer and wine but truist me when they say breakfast is from 7a.m. till 9a.m. that DOES NOT mean 9:01 am. They start putting everything away at 15 to 20 till whether you are done or not and that was quite upsetting. To top it off the man who works the supper shift named Drew said when I asked if if he had ever had to cut anyone off and he said "Yeah, once, hopefully it's not gonna be twice", then I replied "I work at night and eat only once per day" and then he VERY SARCASTICALLY said back "Yeah I see that, you've been eating since 5pm", which as you canimagine COMPLETELY HUMILATED and EMBARRASED me as their were MANY other guest standing right by us who heard him. What is it to him when or how much I eat??? My last coimplaints are the lack of good channels. they have about 20 and 4 of those are news and 3 are shopping networks, and last but not least make sure you stop by the store on your way there unless you plan to "finance" the absurd prices on items in their pantry.

I guess between no MUCH NEEDED sleep because of Housekeeping, getting humiliated by Drew because I was eating too much in his eyes, the high pantry and movie prices because you really have hardly a choice with their regular channels its a good thing the Front Desk Staff were so nice.

I don't pay the kind of money I spent a night there to have an experience like this. You owe me a week Homestead Suites of a room NO WHERE NEAR Housekeeping and Drew owes me an apology and should NEVER talk to guest the way he does. SOOOOOOO unprofessional. You get that handled and give me the week you owe me and provided my experience is much better I certainly will write another review that tells people you made me right, cause right now I'm still bent about...