Homewood Suites by Hilton Las Vegas City Center — Hotel in Paradise

I had so many issues from the day I arrived, during the middle of my stay, and when I checked out. I chose this place because of the rave and high reviews. Maybe I came at the wrong time, and I was dealt with the subpar, incompetent, and unfriendly staffing during my entire stay. First off, I called 2 days prior to my arrival informing them I would be arriving after midnight. The lady (I didn't get her name, but she worked on Thursday, Sept. 21 @ 530PM) who took my information told me it wouldn't be a problem and that she'd make a note in my reservation. "Tandice" was working at the time of my arrival around 1AM on Sept. 23. When I gave her my last name, she gave me the “worried/oh no” look on her face (lol) and from that facial expression, I knew something was wrong. She then informs me that they were all booked and there are no rooms available. She claims there were no notation regarding my early morning arrival. However, she diligently went to work on the computer and made couple phones calls to best accommodate me. She miraculously found a vacant room, but it wouldn't be ready for AN HOUR because she had already sent in her audit for the night, and she couldn't override their system. It wasn't the room I reserved for, but I agreed to it because my family and I needed to get to bed coming from Hawaii. We didn't get into our room until 3AM. She then informs me at 11AM I would be able to switch in the room I reserved for and just come to the front desk. At 11AM, I go to the front desk and made it aware to "Marc" by my presence, because there was no greeting by him as he was so focused on the computer. I had explained my situation that happened 8hrs ago and was told by Tandice I was able to switch my rooms at 11AM. He showed no empathy or concern at all, he didn't even look me in the eye while I was talking, nor did he even ask for my name. NO CUSTOMER SERVICE WHATSOEVER! His response was, "there is only one housekeeper who came in at 10AM and that room isn't available yet. I will inform you when the room is ready". I sternly told him to PLEASE hold the room for me because I don't want any more problems when I return. I went out for 7 hours with my family and upon my return I went to the front desk. I believe "Patrica" helped me out. I explained to her AGAIN about my situation and told by Marc my room would be ready upon my return. Her response: "Marc is gone for the day and we have no rooms available". Before I could go off at her, she went to get the assistant manager, Hispanic man with glasses. I believe his name was Alvin or close to that. He too, told me there aren't any rooms available and he "thought" I was already in the room that Tandice temporarily put me in. Here is when I let out all my anger and frustration to him. While he was typing and clicking away at his computer, I overhear Patricia whispering to him on the lines of "this room is supposed to be for so and so..." After hearing this, this tells me they messed up with my reservation yet AGAIN! He issued me 2 new keys for the room I originally booked for. Now the grand finale to this nightmare stays. Upon checking out on Sept. 26 at 7AM, an unfriendly and rude Hispanic woman with black wavy/curly hair with glasses was at the front desk. I had told her I was checking out. She told me a total that was DOUBLED than my original reservation. I then show her the original email with the total including the number of points I used off my phone. She then tells me, "that is incorrect and each night is worth 50K points and I only used 75K points" WHAT?! YOU MAKE NO SENSE AT ALL! How are you not going honor my reservation and charge me for what you please? What a joke! SMH! Lol. Case and point of the incompetence staffing I've dealt with from the beginning! I had no time to argue with her because she obviously does not know what she is doing, and I needed to be at the airport to catch my flight. Besides the subpar customer service and communication between the staffs, the hotel and location were great. However, the beds are kind of old, squeaky and...

THE WORST HOTEL STAY IVE EVER EXPERIENCED!

My two adult daughters and I checked in around 5pm after a day hiking in Death Valley. The front desk woman, Gabby, was very rude when I checked in but I didnt mind because after checking in I never have to deal with the staff usually. Not the case this time. After checking in we went to have some pizza and get somesupplies for the next day. We came back to the room at about 9pm. As soon as we entered the room we got a call from the rude front desk lady saying that there was a complaint that we were disturbing others because we were talking loudly. I was in complete shock as we were silently washing up for bed and one of my daughters hopped in bed the moment we walked in. I felt targeted because there was no way we had made any noise because we literally had not spoken a word and hardly even walked in. After I told the woman this, she seemed in a rush to get off the phone after disturbing me. She upset me greatly because I had never been told I was disturbing others at a hotel and found it insulting. She called back to explain herself about ten minutes later when I told her that I wanted to try to get sleep after our long day and to leave us alone. She called again and continued to bother us not allowing us to get rest. It was obvious that either this "complaint" was made up by the woman at the desk or she was too lazy to walk to the room to see if the complaint was in fact a legitimate issue. In the morning, my daughter and I went to the desk because it was a horrible evenings rest and wanted to know what was going on with the staff. The woman we talked to was clueless. We asked for a manger. She said we are all managers. When I asked what she can do about the situation. She said nothing because I am not a manager. We told her to notify us when the real manager came in and we waited in the lobby. When the manager came in, Angela De La Cruz, we explained to her that a complaint was made about us without us having made any noise and the staff continuously disturbed us. I demanded an explanation as I paid for a night of rest and received nothing but the opposite. She was extremely rude. She told us numerous times to get out of the way of "guests" as if we are some sort of help. We are paying guests that had been treated unspeakably since we entered the place. I wish i never did. She told us that she needed to get "everyones side of the story," which made no sense. I wasn't asking her to take this situation to court and figure it out for everyone as if she is some sort of detective. I was simply stating that I am paying for the night to get sleep and was not able to do so. She pushed us out the door assuring us she would give us a call later that day letting us know what she found out.

As I suspected she never gave a call back. Despite her thinking I would drop it, I called her back and she would not speak to me, leaving me on hold for over two hours and having the front desk lie to me about her availability. I finally told the front desk woman that I am still in town and if she doesn't have time to talk on the phone that I would come in to speak with her. She coincidentally found the time to talk to me then. She proceeded to tell me that there was no one at the desk to check if the complaint was valid as "gabby" is just a woman and cant do that. Is that my fault you dont have someone else at the desk that can check? So instead you should attack and insult a guest as if I am disturbing the rest of the guests? Instead I was disturbed all night! There was alot of things she said but she hung up because she couldnt find any ground to stand on. This is despicable. I can not believe the type of trashy staff Hilton has given the title of manager too. Of all the people I have dealt with as a 55 year old woman, she was the most pathetic life form I have met. Things hardly get under my skin but the manager of this place, Angela, is a disgrace to society if I have...

Worst stay I have ever experienced at a Hilton Hotel, ever! Customer service zero! I have attempted to contact management since day of departure for resolution with no response.

We were here for 4 nights/ days over the Thanksgiving break into the beginning of December. It was the longest hotel stay ever. First I’ll share during our 5 day/ 4 night stay there was zero housekeeping, zero towel refreshes, no trashes emptied, no mopping of the common areas I recommended this place to a friend and her family. Due to the terrible customer service interaction and disgusting room, she checked out before even unpacking. I should have followed her lead..

We had 2 separate rooms due to a large group. We were “welcomed” if you can even say that, by the most unfriendly lady at the desk, who had already messed up on the billing and went straight to “there’s nothing I can do to help you” within 5 minutes of the conversation. So it wasn’t looking promising from the beginning.

We went to our room and noticed overall wear and tear, broken dishwasher, old items found in the room. I knew they were very full, since I had already asked for a top level room due to much son’s sound sensitivity disorder (this was requested ahead of time as well) and was told “there’s nothing I can do to help you.” So we decided to stick it out, I bring my own wipes and typically clean the room anyways. We went to pull out the couch bed and it was broken, bent, slanted, busted… there were 5 of us in this room (2 teenagers), we booked and needed bag pull out couch. We called down to the desk, they quickly apologized and sent someone up to look at the bed. The maintenance director came fixed it the best he could but said we would need a room transfer to have a fully functional bed. The front desk told us they only had one king bed suites available and if we could make it through that first night they could get us in a new room the next day.

Second night- we stopped at the desk on our way out to check into transferring, Dre was very kind. He said they were fully booked and apologized that we were told that, he said if I came down first thing the next morning (before 8 am) and talked to the front desk, they could work some magic and move things around in between room cleanings for us.

Third night- I woke up early to get to the front desk early to ensure a working couch bed for my son… I was greeted (by the same lady from day one) with “we are full, there’s nothing I can do for you.” I explained our situation, she literally shrugged her shoulders and said “there’s nothing I can do for you. You can try again tomorrow.” I Walked to the elevator and my shoes were sticking to the ground due to them not having been mopped the entire time we were there.

Fourth night- By this time, it was very apparent that the staff didn’t care and wasn’t going to even try to remedy the situation. There were inaccurate charges on both credit cards for the rooms. We stopped at the desk to sort through that and was told that management would be back the next day so there was not much they could do for us. No housekeeping, no trash emptied, no towel refresh, nothing- the entire time! We stayed our last night in the room and left as soon as we could that morning.

It’s very disappointing because this could be a very nice hotel. The dining room staff were very kind, friendly and worked so hard. Dre at the desk that was phenomenal! After reading other reviews, I don’t know if the holiday weekend played into it or what. I understand difficulties of staffing and all of that but this was absolutely ridiculous. We will never recommend this hotel and will not be back for...