Homewood Suites by Hilton Sacramento Airport-Natomas — Hotel in Sacramento

I am typically not a complainer, but I created a google account so that I could vocalize my disappointment with my experience at this hotel. I had the worst possible experience while staying at this hotel and six weeks later am still trying to resolve several billing issues. Not only were the rooms dingy and dated, but General Manager, Shaina Sanchez has been difficult to work with and has been unresponsive in resolving an issue with the billing of my hotel stay. Hilton should be ashamed at how poorly they allow this location to be run.

Upon arrival there was a over powering smell emanating from the carpet as I exited the elevator (reeked of mold). Upon entry into my hotel room there was also a foul odor (as though the previous guest had left fish or some form of seafood in the garbage disposal). The scent kept wafting throughout the suite. I tried to manage the first night, but requested maintenance or housekeeping come and inspect my room after I woke up and the scent was invigorated each time the extremely noisy air conditioner kicked on. To the hotel's credit one of the attendants on duty resolved this quickly and it was noticeable that an effort had been made to resolve the odor issue in my room when I arrived back from a long and hectic work day. The entire room just seemed not quite clean. The hand towels were thread bare, there was hair in my shower and both me and my assistant developed weird rashes on our skin at some point during our stay. Initially, I chalked this up to maybe temperature/ humidity differences or something that was used to clean the sheets and moved on, but that is still alarming to me that we both had the same issue after our first night at this hotel. My assistant's rash remained for the duration of the stay and did not go down until we got home.

Unfortunately, the cleanliness of my room was the lesser of my issues with this hotel. My main complaint is that there was an issue with the billing of my room and length of my hotel stay that to this day has not been resolved (two and a half weeks later). My stay was mistakenly reserved via a purchase option that should not have been used (prepaid) by an assistant using my card (who was not authorized to execute a purchase) and I needed to reduce my length of stay and be refunded for the days I did not stay at the hotel. I was initially advised by hotel staff to work with Hilton Honors to obtain a refund. I attempted to check out on the day of my departure but was advised not to by a member of hotel staff because she believed that if I formally checked out the manager would not be able to provide me with a refund because my folio would be closed. I wish I had never taken this advice, because now I am having to fight to prove that I vacated my room early and after finally receiving my hotel folio have noticed several unauthorized charges added to my room when I was no longer present at the hotel and had returned home. Trying to resovle this issue has wasted hours of my time that I can not get back and has been incredibly stressful. HILTON, YOUR CUSTOMERS DESERVE BETTER.

I travel frequently and subsequent to this stay have been able to modify my length of stay on another advanced purchase that was booked at the same time without issue. I do not know why this situation has been so...

Checked in and got up to my room on the 3rd floor. A/c was out on that floor.. but luckily Room A/c worked fine. The room was a nice size suite, but really looked out dated. The bed was hard and definitely needed to be replaced. The bathroom looked pretty run down and the drain plug for tub was gross looking like it had stuff growing on it. I walked down to check out the pool and jacuzzi, come to find out it had a sign on the gate saying it had been closed. Keep in mind it’s the middle of summer and this would have been a great amenity to enjoy during my stay. I walked over to front desk to ask about the pool and if they knew when it may be working again. The kid at the desk said, it had been down for a while and had no idea when it would be fixed. I asked if I could get some sort of compensation for the trouble as I was looking forward to relaxing by the pool during my off days. The front desk kid, chuckled and said no, there’s nothing I can do, and gave no sense of sympathy or sorry for inconvenience. At this point I felt like I wanted to get out of this hotel and find something more accommodating as I would be staying for 14 days. I asked the kid at front desk if I could pack up and cancel my reservation, he said he would need to come and inspect room that nothing was used, if so I would need to pay for at minimum one night. I told him I was gonna go up and find another place and he chuckled again and said ok.. let us know, like he could care less!! I ended up staying the one night in hopes that I would just make it work. But after looking at the room rate for 14 nights I just couldn’t justify staying at this mediocre hotel with bad customer service and broken amenities. In the morning I wanted to reconfirm with front desk that I could check out early with no penalties. The kid that was working said I can check you out now if you want, I said ok that be fine. Then he said but wait, then your key won’t work if you need to grab your belongings from room. I said ok no worries I’ll get ready and come down before check out not a problem. Then he rudely says, so now what do you want to do? What do you mean what do I want to do? I just told u I would come back down. I swear these people are the most unfriendly staff I’ve ever met. I been staying at Homewood Suites this whole past month for work, from Minnesota to Dallas and now Sacramento.. I would say Sacramento has been the worst and I will never stay her nor recommend this place to anyone. Not only did you loss my business, but my teams business that would be coming to stay in following days! Corporate you may wanna find new management as this...

Let me preface this: I only stay at Hilton Hotels, we are a hilton grand vacation owners. We were married at the Embassy Suites LAX. I've been a Hilton Honors member since my daughter was 4 or 5. She is now 23.

Weve stayed here twice before. We arrived at 130am in the morning on 5/24. I checked in through my phone and went straight to the room. Upon entering the room my husband wanted to shower, there were two dried facetowels hanging up on the shower rail. That was disgusting enough so I called down to the front desk, spoke to Brent and let him know this was unacceptable. I get it, it's 130am in the morning, he would live us to a new room in the morning as the hotel was booked. I didn't even bring up anything else - empty kleenex box.....never mind it was just bad.

Then we found ANOTHER face towel hanging up in the shower - it was hidden in the curtain folds. NOW THAT IS EFFING GROSS and tell me they didn't clean at all. I went downstairs with my husband to actually basically show my face and just let Brent know what was going on and who we would speak to in the morning.

People learn how to use SOFT SKILLS. This gentleman is young. That's no excuse. He was dismissive. He rolled his eyes. His energy screamed, "Why are you bothering me with this?" I explained to him that the cleanliness of the room is important because of my kids and their allergies/medical issues. He c9ntinued to avert his gaze, look everywhere but at us and give us silence. Never apologized, didn't even try to placate us - it was like he could not understand why we were bothering him while he was watching his youtube videos. It was insulting to say the least. I even said to him hey, I am reading your face, you look and are giving off leave me alone energy, he didn't care a d offered no apology even then. At that moment I said, you know what, I'm not paying almost 700 bucks for the weekend for a half cleaned room and "leave me alone energy" and told him I we were checking out. Even then, he really didn't care but did let us know he hadn't ran the night audit yet but would check us out. He never checked us out. They charged me. I had to call the hotel the next day and speak to Meghan, I believe. She was helpful, understanding - everything. I am not trying to get folks in trouble, have them reprimanded - none of that. That young man just needs to know how to practice empathy. We would have stayed DESPITE the half cleaned room if he had shown even ONE instance of empathy or...