Homewood Suites by Hilton New Orleans — Hotel in New Orleans

We were looking forward to our 4 days in New Orleans and at this hotel. Primary reason for this hotel, the indoor pool in January. and kitchen. This is the series of events:||||1. check in, greeted by a nice guy who checked us in (while we were waiting the woman next to us was having issues with her room with another clerk) and informed us that the pool is not functional, but should be fixed by hopefully tomorrow, waiting on a part, but "hey", he says"we have a gym"..................a gym is not a pool, ....I said that was disappointing as we changed hotels to this one for the indoor pool ( there are about 3 in MSY) as this is down time to get away from winter in the north, jobs. .....Response..."Why do so many people want a pool this time of year.".............Um it is January and it is indoor pool.||||2. Got to room, (numbe 413) where the fridge is soooo loud, that sounds like a truck in the room. Closed the door to bedroom to see if it would effect sleep and ....it would. Now the option to unplug was not, as , we had things for the fridge.||||3. Went back to front desk, where person is now changed. She not only gave no greeting or a smile, a how may I help you...nothing. I told her of the issue and we wished to change room. Reply...: you will have to sit in lobby and wait for maintence to look at room."....Um no. " I said I would like to change room, not sit in a lobby...Response..She huffed, grabbed keys, said "wait" walked away. Upon her return, again said nothing, just handed my new key cards. Now the room is 213. ......We did get a knock on the door from housekeeping to see if this room was good, ||||4.Breakfast the next day....the breakfast is quite amazing for a hotel breakfast and we did note that weekdays is better than weekends, right down to actual dishes an silverware to plastic. Signs are posted in several places....If you have allergies, please let the staff know to accomodate.....I did see almond milk, a plus for sure...but as I watched everyone enjoy toast, blueberry muffins, bagels, I opted to asked for what I needed and the sign said to do.....Excuse me do you have gluten free bread ( a very common allergy these days and just about every where I have stayed in the past 4 years has had something, response here......."we don't have that stuff." with a bit of attitude. Hotels normally keep frozen slices in the back and defrost, ...in particular a Hilton brand. ||||5.We stopped at front desk, pool still not open, heard it will be by Saturday (maybe), we leave that day. Something about wrong part shipped......then we asked that our room not be cleaned, we had no sign in the room to place on the door.........when we returned the sign was on the door with a note stating we cleaned your room, not knowing about your request.........No it a complaint about having our room cleaned, but we asked it not be entered and we did not leave the room ready for someone to be in there to clean. ||||6. 3 a.m. wake up.......not due to leaving early, due to the floor in room 313 being torn up with a jackhammer....again we are in room 213 (right below). Yes 3 a.m. start to the workday. We were not the only ones to mention this, as we sat at breakfast 3 woman who apparently were accross the hall from that room, stopped at the front desk to say something, with an answer of "sorry , but it has to get done." ..Nope not the answer.||||7. We decided now is time for a manager. Each morning we see a woman in the breakfast area who is socializing with guests and appears to be a manager. She is not, a sales rep for Hilton, Juliana but she does listen and points out a few things......|| a. The day we checked in there was a social that night with wine and food.....|| never told about, missed it|| b. she too was awoken by the 3 a.m. floor demolish and given same answer it|| has to be done|| c. Julianna tells the recently former front desk manager about the many issues|| we have had and received a response of.....they are not my problem any|| longer, I have a different job. (This is a bad response as you still represent|| this hotel, probably trained that front desk staff and should have assisted)|| d. She tells me to wait and introduces us to the General Manager.||||8. The General Manager listens to each thing I had to say and the interactions with the hotel staff and their responses. ...................He also tells me he is not sure how I ended up in room 213 as those rooms near the construction should have been blocked off...............this also means my orginal room of 413 too should have been blocked, as the room where the 3 ladies stayed next to it. |||||| So the current front desk manager is a fault here for not blocking those rooms. That person is also at fault for not training the front desk staff how how to respons to situtations when they are either not around . The staff truthfully always looked like deer in headlights. Not once did the staff ever say, I will get the manager or the manager is not here but I will make sure they are aware of the situtation. They really had no clue how to respond..||||We can not tell you if the pool ever got fixed....however parts should be kept on site. ||||This hotel is perfect location for Bourbon Street and so much more in walking distance including the Superdome.||||Those that work at parking cars and outside staff, are the best part of the staff of this hotel. They were always friendly, holding the door, assisted whenever needed. ||||||We were told on our last day that due to the many issues we had and how poorly the reponse was, in particular in a city that is know for tourism, the staff has to go through training again. We hope that included management, as a former front desk manager, should not say " not my problem any longer" .|||| We understand that hospitality staff has been shorthanded every where since Covid, but when it becomes obvious that a staff mamber does not want to be there and this is just a job, then they should not be there.||||Communication is also effective, email and post on the website that the pool is broken. With that inform guests construction will be happening n the hotel during their stay and have it at a resonable hour. ( 9-5, when most are out of the hotel).||||Our thanks to the GM who understood all of these issues and responded...

This location is centrally located in the business district of New Orleans. A short walk to most all attractions or to the streetcar pickups for a quicker ride down town. Now I am a avid user of Hilton family hotels and stay with them often. This however, was not the worst experience that I have had with a Hilton establishment but it was not far from it. Upon arrival which was around 830 pm on a Saturday, our room was very warm, and even though the thermostat was set to 68 degrees it never really cooled off. This was a problem throughout the ENTIRE stay. I even turned the system off to see if something was froze up and turned it back on to no change. The system ran non-stop the whole time we were here even at night. I dared not ask for another room because we were informed the night we checked in that they were booked up because we had asked for a room upgrade prior to our arrival.

The services at this location are very much not up to the standards I have come to expect from previous stays in Hilton establishments. Now I understand the Covid-19 has a lot to do with the changes that some establishments made in the way they do things, but come one folks we are one year into this pandemic and by now you should have found ways by now to have things pretty much back to normal or pretty darn close to it. However that is not the case here. The "continental style" breakfast that is offered is subpar. A couple pieces of fruit a nutri-grain bar and thats really about it. Even though you still advertise a hot breakfast being offered on your app, in the hotel, and as a lure to ask for a room upgrade. If buffet style restaurants can find a way to re-open and serve customers I think you should be able to do the same by now. I know the last establishment we stayed at (Home2Suites) was still providing hot meal options by way of waffles, grits, toast, etc. You also need to make sure your "continental style" breakfast has options for those on a low-sugar, low carb high protein diets. When asked about this I was told "we don't do that here" "this is all we have" forcing me to search the area for a place that could meet my dietary needs. I wish I had gotten a name of the employee who told me that but I did not. Housekeeping and Room Services, nearly non-existent. Now I understand when you are staying multiple nights you don't need a "full room" cleaning everyday you are there but in the interests of infection control and the possibility of bringing something in on your shoes the room needs to be at least vacuumed, trash emptied, and tile floors wiped down at least once a day. I should not have to ask for this, and even when I did my request was IGNORED! My trash was not emptied, I had to ask the front desk to send someone to get my trash while we were out seeing the sights of the city and even then they forgot to get the trash out of the bathroom and toilet area. When I asked for some clean towels there were simply put into a plastic bag and thrown into the room along with extra trash bags so that we could empty our own trash. This is absolutely unacceptable. Also we had to ask for dish detergent for the dishwasher there was none left when the room was "prepared" for our arrival. The pools is nice and daughter did enjoy that. The exercise room was good, although I feel you need to update your elliptical machine with a machine that has elevation and resistance controls and you need to add at least one more elliptical. Your sofa beds are old and very uncomfortable, I feel with the money that Hilton is making you should be able to update these and get some more comfortable ones. The only real things I can praise you for is the main bed being comfortable, the water pressure being good and hot water being hot. Other than that there's not much else I can give you praises for. When my family returns to New Orleans this particular Hilton establishment WILL NOT be looked at for a...

2/5 3 hours ago on Google I have decided to rate the hotel as good, but had a few problems with my stay. My room was not cleaned my entire stay even after I went to the front disk personally to ask about it being cleaned. I realized that the first couple of days it was not cleaned because I needed to ask for it to be cleaned. When I became aware of the requirement, I went to the front desk to ask for it to be cleaned. I was told that I did not have to ask for it to be cleaned because I had been there two days already and it would automatically be cleaned. I arrived on Thursday after 4:00pm. There were towels when we arrived, towels only on Friday with the trash removed. We made the beds and did not expect it to be cleaned. On Saturday, there were no towels, garbage not picked up and room not cleaned. I was not scheduled to check out until Monday. The front desk clerks were nice and stated the room would be done. When I went to the front desk, I was told there was no one in housekeeping in the hotel to clean the room. I heard her tell this to others that were calling in for room service. The front desk clerk also said she would pass on my concerns to the GM and she would get back with me. That never happened. Meanwhile, I took towels to the room and a lady showed up knocking on the room door unexpectedly. She emptied all the trash cans only. I made the beds and put the towels where they belonged. I did not say anything to anyone after this was done. When I was checking out, I was asked how was my stay. I recalled what had happened and the clerk said the GM is standing over there behind the counter. So I spoke to her and talked about what happened to include the problem with the Room. She seemed to be a little defensive because I had expressed my concern with problems I had experienced at the hotel, and questions about my room prior to my arrival. I never said anyone was disrespectful or rude to me at any time. I told her exactly what I had been told by her staff that she said was different than what their records showed. She, the GM said she would investigate it and get back with me. That too has not happened as of today 7/6/22. Most of my problems have happened since I checked out and found out that i I was overcharged for parking. I was charged as if there were two vehicles with my party which is incorrect. I have spoken with several people at the hotel today who keep telling me they can’t help me; Brandon over parking does not come in until after 1:00; the next front desk person after 1:00 said Brandon is off today and they don’t know what the other clerk was talking about. All of this has happened all day long. Now my issue is they are answering and not saying anything or simply hanging up when they see I’m calling. This is just unacceptable. No matter what, a guest is allowed to complain about service they are paying for without being treated this way. I hope no one goes through what I am going through. Overcharged and being disrespected. Charging me for something that’s not correct. The young men parking and maintaining vehicles are doing an exceptional job. Desmond was the primary person parking and retrieving my vehicle. It was the only vehicle for my party, but I’m being charged the cost of parking it and taxes on two days twice. All I want them to do is to refund me what I am entitled to receive. I would like for the GM for this hotel or corporate to call me to resolve my issue ASAP. Trip...