Homewood Suites by Hilton Orlando Airport — Hotel in Orlando

Hi Kent,

Please share a detailed description of your concern, a confirmation number, the full name of the hotel, check-in and check-out dates, and the primary guest name. Thanks for being a loyal member to Hilton.

I already provided all of what you request when I called the Diamond Member Assistance Number. I called him for assistance in gaining cooperation from hotel management involving serious maintenance and cleanliness issues at Homewood Suites Gateway Village Circle @ Orlando Int’l Airport. Once I realized that Hilton corporate has no influence over individual Hilton properties and that neither of us were able to get anywhere with local management, I asked him for assistance in relocating to a cleaner and better maintained hotel. He randomly picked a Doubletree and assured me that they were clean and highly rated by customers. While he went back to the front desk to arrange a late checkout (4 pm as Hilton claims to allow for Diamond Members), I researched the Doubletree and found numerous recent negative comments from both Google and the Hilton website regarding cleanliness. When the CS rep came back on the line and said I’d have to be out by 1 pm the next day if I chose to check out, I told him to leave everything as is and that I would solve the problem on my own. For reasons unknown, he went back to the hotel management and told them I have agreed to a 1 pm checkout the following day. I found out the following morning from the front desk that the CS rep checked me out for that day & that I needed to be out by 1 pm. The desk was able to extend me to the 24th, but then claimed they were sold out from the 24th through the end of October. I logged into my Hilton Account and it was prepared to book me into the exact type of room (2 Queens instead of a King) from Oct 20 thru Oct 31, so the “sold out” line was pure and simply a lie.

Very disappointing that I meet with maliciousness over refusal to accept such a dirty room in such a state of disrepair. Realizing that the CS rep did me a favor by forcing me to do what I just didn’t have the time or energy for at the moment, I logged onto Expedia and found the Avid Hotel chain with a property right on the other side of the airport. I first called their front desk to ask a few questions and get a feel for their attitudes, and found the polar opposite of Homewood suites and the people who run it. They were very friendly and welcoming – and not put off at all about the pointed questions I was asking regarding cleanliness and condition. Google and Expedia reviews backed up everything I experienced regarding staff helpfulness and friendliness and so I booked the balance of my stay in Orlando at the Avid. I’ve now been at the Avid for 48 hours and I don’t think I could have made a better choice. Clean, modern rooms, friendly & helpful staff (including Housekeeping!!!), and No Stress.

I will continue to stay at quality Hilton properties I’ve come across while being a Hilton Honors member – Hilton Garden Inn Brunswick, Ga … Home2 Suites St. Simons Island, Ga … Hampton Inn Hillsville, Va to name a few, But I’m back to Expedia for any destinations in which I am unfamiliar with the area hotels. Hilton Honors customers (even Diamond members such as myself) are on their own if/when problems come up – and if you call the Diamond members line, wait until you’ve calmed down a little or they may go out of their way to make the situation worse.

Since I’ve put so much time into this response, I think I’m going to use it for the 1 star review I’ll be leaving at Google & Trip Advisor. Don’t trouble yourself responding to this email – I’m over it and have moved on but I appreciate the invitation to...

As a Hilton Diamond member and HGV owner, I truly value the Hilton brand. However, I definitely had a very disappointing experience while staying at this property. It started when I landed at MCO and proceeded to the location for hotel shuttle buses. While waiting outside, I called the property to find out the protocol for using the shuttle service only to have the phone continue to ring with no one picking up for a little less than 5 minutes. Although a little frustrated, I understand that guest services may have just been extra busy at that time. Shortly after calling, I see the shuttle pull up. So I proceed to the shuttle only to be greeted by the female bus driver. She says to me “who are you?” A bit dumbfounded, I provide her with my name and begin to explain that I am staying at the Homewood Suites. She can tell I’m a bit annoyed by her unprofessional greeting, so she explains that she was only advised to pick up one person from the airport (note: I could have been that second person if someone would have answered the phone at the property when I called upon landing). Also, how am I supposed to know the protocol if I was never advised and since it isn’t mentioned on the website. She also mentioned that some people get on the wrong bus and she wanted to be sure I was getting on the right bus. I also had to carry my luggage on the bus because the driver hurt her leg. I was okay with this, but…. We arrive at the hotel - around 1pm, which I realize is earlier than expected. When asking if there are rooms available, I’m told that “yes, I do have a room available BUT because it is between 12 and 3, there would be a $75 early check-in fee.” REALLY??? What an insult - especially for a Diamond member. I would prefer you tell just tell me that there are no rooms available at this time. Clearly, I said that I would wait. I also heard a couple of other guests complaining about this as well so I’m sure this policy is not being well-received. I’m told to come back at 3pm, which I do. There is a shift change so I need to wait a bit. Once the young lady checks me in, she doesn’t tell me about breakfast or about the restaurants in the area. She also doesn’t give me any waters (which come with my status) nor does she thank me for being a Diamond member; although, I could overhear other guests receiving this very detailed info). She just gives me my key. So, I end up coming back downstairs for my waters. Overall, the rooms were nice, bed was comfortable, but the sink and shower didn’t drain well at all. Also, great location with so many restaurants around. Finally, upon checking out, the front desk clerk (same woman who was the shuttle bus driver earlier in the day) took my key, barely looked up at me, and said “okay you’re checked out. No “thank you” or anything. Overall, I felt as if this property was doing ME a favor by allowing me to stay there. I really don’t want anything from this other than the property being aware of this and ensuring there is a consistent behavior of putting the customer FIRST in everything you do. Travel demand may be up today, but, much like during the pandemic, you NEED us. I know you...

My family and I stayed here for a vacation because it was convenient to the airport and there were lot of food options on the main highway.

Rooms: We couldn't get rooms on the same floor for our stay. Fine. The room could have been cleaner but it was workable. We had to ask for towels multiple times. For my room, I asked initially the first morning and the lady said she would send some to the room. Never happened. I went back to the desk later that night and asked a 2nd lady. She gave them to us on the spot. My nephew (staying in a different room) asked for towels on a different day from the first lady and she was not pleasant with him so my dad stepped in. Their room never got service on day 2 (they clean every 2 days 😒). My dad had to ask multiple times for the staff to clean the room. Also the trash cans were small considering the lack of service.

Breakfast: On the first morning we came down at 8 (breakfast is over at 9) and all of the chicken was gone. It was just an empty tray with a sign. The staff continued to refill everything BUT THE CHICKEN. When I stopped the gentleman to ask for more chicken, he seemed annoyed that I wouldn't eat the pork. 15 minutes later, he brought some chicken sausage and guess what? The whole dining room enjoyed it. Another guest even thanked me for suggesting they offer chicken because she also did not eat pork. The other mornings, there were no more non-pork meat options.

Other amenities: The airport shuttle service was convenient. We called from the airport and the shuttle was already on the way, picking up another guest. The pool was open but they were doing construction by the pool so we opted not to use it. The laundry room was small but the loads finished quickly. They have a basketball court and gym as well.

Parking: they do charge for parking despite the fact that there is not enough parking in their lot and guests end up parking at Longhorn. Not sure what they are charging for because the lot isn't secure.

Overall, if we return to Orlando, we are choosing a different hotel. Service was inconsistent at best. Too many better options. Not impressed with...