Home2 Suites by Hilton Palmdale — Hotel in Palmdale

Unbelievable! and not in a good way!

Recently opened hotel and I was in need of booking 15 rooms for 50 people. Process started out really promising to be honest. I spoke with group coordinator Kimberly and she was extremely friendly and helpful. Gave me a great group rate on the room and all seemed to be working out perfectly, or so I thought.

So as time began to pass I realized that I never received a confirmation email. Let me also throw out there that my initial phone all with her began 2 months prior to my event. I thought that was strange so I called again (a few weeks later) and my conversation began with the guy on the phone having no idea who I was and no record at all of my reservation. Later that day Kimberly called me back and asked me for some similar information again which was strange because I thought we have nailed everything down. So once AGAIN, I have her all my information as she proceeded to tell me the computer was having problems with groups sales. But she would get everything figured out.

No problem, I understand computers and networks can be the worst sometimes. So I asked her on the second time calling when I would receive confirmation of my rooms? She explained to me how the group rates system still wasn’t working. SO I explained that I really wanted to secure the rooms at all cost! SO, she had me give her my credit card number over the phone and told me she would save 15 rooms and just put them all under my name as individual rooms since the system wasn’t working. I REMEMBER clearly saying. “I really need to know that this will secure the rooms, I cannot get there with 50 people and have a problem” she told me no problem and that everything was booked, told me again the dates, once again I gave her my email and went on my way.

Well, never got a confirmation. I will admit, I got busy and never follow up with her (since my room was secured in all honesty I shouldn’t have had to she should have called me as the event got closer) but regardless I will take blame because with a group that size I should have demanded a confirmation email. I called today (the day before my event) just to confirm my reservation for the following day. The guy answers the phone and again, has no idea who I am and no record. He told me he was going to check with Kimberly and have here call me back.

All she had to say was, I’m sorry, I forgot to book your rooms, I would have been upset but at least I could have respected human error (even tho this was the second time I called)

She begins to tell me that she sent me contract (lies) and that I never responded and so she just assumed I didn’t want the rooms!!!! WHAT!!!! I gave her my credit card information over the phone!!!! And, she didn’t think to give me a call? For real?….And further more, because the system was down and the rooms were booked individually, there was no contract there was never gonna be a contract….that was only for groups sales smh!!! I could not believe that she lied and turned the blame on me. I asked her to please resend the contract so that I could at least see how I missed it….Of course she didn’t have it, couldn’t find it, and had no record at all. Then she told me it must have kicked back to her (lie again) She then tried to call other hotels (which again I appreciated the effort) but I knew with the event this large there was going to be nothing. She apologized for not having rooms available but never took blame or apologized for dropping the ball on me and 50 other people. Unreal!!

Honestly its one thing to make a mistake, but its another to lie and then switch the blame.

I’m a Hilton Diamond member and have booked 100s of hotel rooms for groups and individually, and never have I been so insulted by someone so dishonest, incompetent and irresponsible.

I contacted Hiltons head office and gave them her name and hotel. Hopefully they will handle the staffing issue and no one else will be left hanging.

All I can say is….demand confirmation before you get off the phone and stay on the phone until the email pushes...

first issue was that my reservation clearly stated I was going to be there two weeks and I advised upon check-in that I was there for work. For some reason I was put on the first floor very close to the lobby and the noise was constant. It was extremely difficult to concentrate and get work done.

My second issue was the advertised free breakfast was nothing like I thought it was going to be. See pictures. The warm food was microwaved packaged food or hard boiled eggs and once the food they initially put out was gone, they didn't put out anymore regardless of what time it was. Seeand once t

My next issue was on a Sunday evening, a staff member from this location, without any cause or warning, walked straight into my room as I was stepping out of the shower. I was absolutely mortified! The female staff member immediately closed the door and I hurried to throw on pajamas to see what was going on and as she walked away, she simply turned around and said, "we thought you checked out, but you're good", like it was somehow my fault she thought I checked out. Maybe because I don't need the room cleaned every day? I don't know. But the most basic, common sense would indicate you should call, maybe knock if you feel like it, give the customer some sort of indication that you're going to just walk into the room. My second concern with this is that my company is a federally contracted company and at any given time, there is potentially sensitive and proprietary information sitting out and the security of that information is compromised anytime a staff member feels like they can just walk into a room without checking first.

So I advised my company and it is very unlikely we will ever use this location again.

My final issue, which was another big issue, is that this place does not charge a standard flat fee upon check-in, they charge a percentage of your stay, or at least that's what I was told initially. I was later told they are supposed to charge me $30 a day for every day that you stay there and that's just part of their deposit. So staying there for a couple weeks, I was charged multiple hundreds, but that's not what I was told on checking. I was charged a certain amount of pain check in and then several days later started to notice additional charges on my card because they failed to charge the appropriate amount when I first checked in. Someone noticed the error and instead of contacting me to correct the error, they instead took it upon themselves to continue to charge my card without advising me or even asking permission to charge my card. Multiple hundreds later, I was furious.

Tht was the final straw and I was told multiple times that these messages were delivered to the general manager, Lisa. I never received any call from her so I decided to reach out myself on June 28th. I had a conversation with her that was less than 10 minutes before she advised me she was the only person working the front desk and while aware of the issues, was apparently not aware that she was supposed to call me to rectify the issues. I guess whether or not I specifically asked for a phone call, even though I was told I would receive one, you would think it would be natural for someone working in that capacity to reach out, especially given the potential loss of continued business. No apology, nothing. So when I reached out, she told me on June 28th she was the only person manning the front desk and she would look into these issues to see what was going on, especially with the charges, and give me a call back by close of business that day. It's now July 10th and I've heard nothing from anyone at this location and I received confirmation from my company this morning that they have been made aware of the issues, making it extremely unlikely our federal contractors will ever use this...

Check your sheets!

Let’s start with the good. The hotel staff was friendly, and was able to get me checked in early. The breakfast was on par with Home2 breakfast, which is better than most. I was able to wash my clothes and get in a workout while I waited.

Now, onto my concerns. When I checked in, everything seemed fine, but as I pulled down the comforter to get in bed, I noticed that the sheets looked slept in. Upon further inspection, I spotted several hairs in the sheet. Clearly, there’s at least one lazy housekeeper at this property. I went to the front desk and asked for clean sheets. They gave them to me, but didn’t really seem to be as concerned as they should’ve been.

The room definitely wasn’t cleaned very well, and the floors were pretty dirty. If I walked around barefooted before getting in the shower, there would be dirty footprints left on the shower floor. If you get in your room and notice a bunch of really long black hairs all over the place, that was probably the room I stayed in, and they haven’t cleaned the room yet. Not my hairs, but probably from a guest months before I was there.

Another concern of mine was one day the housekeeper came in while I was sleeping. I sleep during the day, and the hotel didn’t have a door tag for me. Apparently the housekeeper knocked, then came in. This has happened in other hotels, but I’m usually woken up by the door being propped open and the light coming on. In this case, the housekeeper made it all the way over to the TV, where my wallet and cash were sitting, without ever turning on a light. It’s about this time that I woke up and asked what the hell was going on. He quickly made his way back to the door, apologizing and telling me he knocked. I’m not sure how he was planning on cleaning the room in the dark, but it would sure explain the cleanliness...