Homewood Suites by Hilton Kalamazoo-Portage — Hotel in Portage

We stayed here for one night due to no power in our home from a recent storm. Around 11pm, my husband woke up to a man entering the room with a room key. The man looked just as shocked as my husband about entering a room that was occupied. My husband went to the front desk to figure out why a stranger was given a key to our room when the lady at the front desk (who had no name tag), rolled her eyes and stated she didn't know. My husband who was upset asked for her name and she refused to give her name and when he asked for the mangers name and number, she stated "I am the manager". When my husband called her bluff, she proceeded to threaten to call the police and have us removed from the property. My husband asked her how she would feel if some stranger entered her room while she was sleeping and she ignored him. She told my husband because his name wasn't on the reservation she could have him kicked out. When I made the reservation through priceline, I stated there would be two adults and two children (only name it asked for was the person who was booking the reservation). My husband stated to her that he would be calling the police and filing a report for negligence. once the police officer arrived, the front desk lady, told my husband her name and gave him the card to the general manager. All my husband wanted to do was notify the manger since it could have been just me and the kids in the room and who knows what would have happened and the front desk lady escalated the situation to involving the police. ||||In the morning, the assistant manager was at the front desk when we checked out, and we explained to her what had happened. She was apologetic but made excuses for the "newer" staff that gave the gentlemen the wrong room and key, and stated there must have been a staffing change because the lady that my husband dealt with was not the one who gave the gentlemen the key. She also stated that "the lady who my husband dealt with only works a couple times a month and they haven't gotten many complaints about her". This was a huge safety issue that was not handled professionally, and I would never ever recommend this hotel to anyone for...

We stay at Homewood Suites with our family of 6 whenever our travels take us near one, because they are so predictably well done in every way.

This is the worst Hilton experience we have ever had.

We lived in Kalamazoo for over a decade; we know the city well. There are many places to stay. This is not it, y'all! Keep looking. We will be making an annual trip back to visit loved ones....we will not stay here again. (And it pains me to say this because the room size/layouts are perfect for our family.)

First day I left a tip for housekeeping and asked for 6 fresh bath towels to be left. They pocketed the tip and did not leave the towels. I thought maybe they made an honest mistake, and left a note on the pillow the second day asking again for 6 towels. Found the note CRUMPLED on the nightstand (!!!!) and again, no extra towels. Unbelievable.

Also for 2 days (so far), COLD SHOWERS. We spoke to front desk about the housekeeping and the hot water. She said, we had a lower rate ($165) because of "an issue with the hot water in that block of rooms, I'm not sure if they explained that to you." Uh, no, because we booked our room MONTHS ago...directly through Hilton Honors...I smell BS. Now we are reading recent reviews and realize people have been reporting issues with hot water since AT LEAST January (it's now July).

Went to the front desk to get quarters for laundry. "I can't do that because the girl with the key to the cash drawer went home with it and hasn't brought it back." What. in. the. world. But I need to do laundry! "I'm sorry."

Elevator is not working (read the reviews...it's been broken for WEEKS). For. the. love.

Breakfast is good but running out of basic things like cereal and spoons and we have not seen a hostess yet (2 days in). This would not ordinarily bug us but something is up with the management at this property.

Pros...great location and the rooms are what you would expect from Homewood.

But ... you can do better for...

I am truly shocked by anyone who gave out 5 Stars reviews. I cannot give more than a 1 – maybe 1.5-star review. Which one star goes to the Kitchen Staff and Breakfast and the 0.5 star would be some of the other Staff members! (Definitely not all) My family and I moved from Italy back to the United States recently. 3 years ago, we have stayed in this hotel and were extremely satisfied with it. So we decided to make this as our long term stay upon our return, until we found our new house. Biggest mistake ever!!!! Not trusting 1 star reviews because sometimes people exaggerate good or bad experience, but trusting blindly and not believing was a mistake. I don’t want to go all in the details otherwise this would be a never-ending review. All I need you to know that all these 1-star reviews are accurate and truthful! After two weeks into our stay it got really bad, examples like * rooms very unhealthy! * Laundry rooms disgusting (mildew in the washers) *Disrespectful housekeeper Lady *Most of all a young minded Unprofessional associate Manager. It got so bad after two weeks that we reached out and contact the CEO management. Still, nothing had changed! The Main Manager tried to make a change but she had no success with her staff. After seeing Mushrooms growing out of the carpet (picture proof) and no requested room cleaning done it was time to leave. The same day we have found a much lower rated Hotel with a 100% better service and amenities. We were treated with kindness and respect and not mention worrying about our health. The excuse we always have been told due to unacceptable service, cleanness shortness of staff were all blamed on the Pandemic, but in my opinion with Covid should have been the opposite way around and paying better attention on cleanness!? Our advice to everyone, if you are planning a stay don’t book before looking at the rooms in person! Hilton Brand should be ashamed to give their well...