Homewood Suites by Hilton Rockville-Gaithersburg — Hotel in Rockville

Worst stay I've ever had at a Homewood Suites. Room 362. Arrived around 630pm. Arrived with dinner. Digital key failed to work even though the app said it was ready. The room door was broken and ajar when we arrived. So we walked into the room without the need for a key. I have never seen this at any hotel. I have no idea how can a room be cleaned and inspected and someone misses that the door won't close. This is a huge security issue and calls into question whether rooms are being inspected. Reported to the front desk and a maintenance man came to the room and after multiple trips resolved the issue by replacing the door plate that holds the door shut. We could not see any trash cans in the suite. After looking in the kitchen cabinet under the sink we found two. We placed one in the bathroom and kept the other in the kitchen. There were no bag inserts for the ice bucket. After contacting the front desk we were told housekeeping would bring them by, but they never showed up. 4b. Didn't matter much because there was no ice machine on our floor. See attached. When we reported this to the front desk they acted as if this was new information and proceeded to give me directions to the ice machine. The kitchen faucet was so loose that the entire thing lifted from the granite surface when turning it on. The bedroom ac unit rattled very loud as if the unit was coming out of the wall. We had to switch on the fan instead which was not optimal. The hot water at the bathroom sink took a while to warm up. The sink is likely clogged as it took several minutes for the water to drain. The closet doors were open, broken, and could not be closed. As a long-time Hilton customer, I was willing to work this out because things happen, so the following morning around 5am, I requested a full or partial refund with the front desk and was told, only a Manger could honor such a request and they won't be in until 9am. I asked to be called, and was not, so around 910am I returned to the front desk and explained the room's issues to a yet another person, she disappeared to a back office for a few minutes then returned and told me the manager doesn't come in on Saturdays. So the run-around was in play. At this point, I had interacted with 3 different employees and gotten very little service. By far, my biggest issue is that management refused to engage and resolve the issue. This is the second time that I have stayed at a Hilton property where management leveraged its staff to avoid doing what a manager should do since the employees were not empowered to. And so, I am left to tell others about the experience. I would not stay at this location again. I would not recommend...

My name is MC, and I am writing this review to share my experience at the Homewood Suite by Hilton in Rockville to advise against visiting.

There is an employee named Robert, who is the kitchen manager. He is a very racist and discriminatory white man towards people who are not white. He speaks very poorly to guests and his own coworkers; I witnessed this myself. He yells horribly and in a threatening manner at guests who have a problem.

The worst part is that the hotel manager, Eanya Forrest, does nothing, and this man continues to work at the hotel.

My unpleasant experience happened on Sunday, July 14, 2024. I have been living in the hotel for over three months, and everything was fine until that Sunday. The hotel alarm went off, which is a common occurrence in this hotel, going off at any time, and we all have to go outside.

On July 14, the same thing happened, but my husband and I stayed in the lobby. It was breakfast time, and several people left their plates of food on the table. One of the guests left a plate of food covered with aluminum foil. Robert, the kitchen manager, came to the table where the guest had left his plate, opened it, saw that there was food, and threw it away.

When the guest returned to the lobby and did not find his plate, he came to me and asked where his food was. I told him that a hotel worker had thrown away his food. The guest confronted Mr. Robert, and he became like a beast, yelling at us and telling us that we could not eat or take food to the rooms. Everyone takes food to their rooms and eats what they want for breakfast. The hotel includes breakfast in the total price per night.

Mr. Robert is not human; he is an irrational beast because there is no reason to justify his behavior when someone confronts him about an action he previously did wrong. He came to ask me if I was a hotel guest. Obviously, I was having breakfast with my husband, who, by the way, is in a wheelchair because he has terminal cancer. Even for that, Mr. Robert had no tact in his way of speaking. He came to us and started yelling, along with the other guest, in a threatening and hostile manner, which was the most unpleasant experience imaginable.

The next day, I spoke with the manager to file a complaint, and incredibly, there were three other people filing complaints about the same Mr. Robert. Apparently, nothing was done again. I will be moving out of this hotel.

Do not spend your money at this hotel; do not have this unfortunate experience with this racist man. The most unpleasant thing is that the manager does nothing, and it seems that the guests are not a priority, even though we are the ones who pay their salaries because, without guests, there is...

The room is nice and the lobby is beautiful and clean. I like my view over the trees from the top floor and the windows even open if I want to let in some fresh air. In normal circumstances, I would probably give it five stars but let me explain why it lost two. The advertised "hot breakfast" is a lie (as of June 2021). I usually choose Homewood or Residence Inn because I like having the kitchen area and most importantly, a good breakfast. But this simplified breakfast is a farce. What a joke. Check out my pictures. It's really just a scheme for them to save money on the cost of providing breakfast as long as possible while still charging breakfast included rates. And before you assume it's a covid precaution, I stayed at another Hilton property in DC this weekend and they have a full hot breakfast buffet, all the fixings, and an omelette bar. Every restaurant has been fully open for a while now so there is no excuse for this underhanded behavior. The other star was because of another one of their cost saving schemes to stop cleaning the rooms daily. I don't see how this could be anything but a way for them to save money while not dropping prices. Sure, I can go down to the desk every day and wait in line to request a cleaning but that inconvenience is what they are counting on to keep them from having to do their job. Until they remedy these false covid precautions, I cannot recommend this hotel so call ahead and check before you book an entire month here like I did. It should be very clear on their site that they have dropped all of the amenities but you have to dig to find that info. Their own page claims free breakfast (see above), fitness center (closed), pool (closed), room service (not available). The evening social is gone too if you're into that. Actually because of these deceptive practices, I'm taking...