Homewood Suites by Hilton San Bernardino — Hotel in San Bernardino

I have an upcoming reservation tomorrow, so I have not even checked into my hotel yet. I made the reservation for work. My work plans changed, causing me to need to stay an hour away. I called to see if they could cancel my reservation with no fee due to a change in my circumstances and was unequivocally told no. To me, this is not how you treat people who are loyal to your brand. I will stay at your hotel so I will not get double charged for my room and just eat the extra hour of drive time, but I will never stay at this property again. I would caution others before staying here about their rigid policy for cancellation.

Upon checking in, I found the property to be nice and parking was plentiful. I got into my room could hear my shower leaking. My showerhead leaks and it drips water continuously. I also have black mold all around the shower and bathroom door. Certainly not up to Hilton standards. I was going to the pool to enjoy the 85deg day and the pool was closed, which they did not list on the site when I made reservations. I went to the evening social hour to enjoy a free beer. There was maybe 10 other folks down there. They had Bud Light and ShockTop on tap. I had a half glass of Bud Light before the keg was empty. I had 1.5 glasses of ShockTop before that keg was empty. Neither keg was replaced. I just went back to my room. I attempted to watch some tv on my phone, but their Wi-fi was very slow. I did a speed test and it was 10.4mbps! By comparison, I turned off the Wi-fi and ran a speed test on my ATT 4g service and it came in at 43.6mbps. Their Wi-fi wasn't even fast enough to watch netflix without it being glitchy.

The customer service here is just terrible. No way would I stay here again due to the way they treated me for the cancellation and the other stuff just...

If we were to just review the front desk personnel, we would give them a 5 star especially to Annie and Breanna.They were very helpful and hospitable and went above and beyond what we needed help with. Yet we did encounter some issues with the hotel building and site. The parking lot had a lot of trash and wasn't picked up daily. I think they were either shorthanded or just need more staff to do the ground work. The furniture was horribly stained in our room, the fridge was dirty on the top, etc.. yet we were grateful for the kitchenette which had a full size fridge, microwave, and 2 burner stove top in our room. They had basic dishes yet we had to go buy cooking utensils. Plus we were glad they had the elevators. We were Grateful for the internet but it kept dropping and had to keep adding in our password and username. We appreciated bringing our pets to a pet friendly hotel, but one of the older cleaning ladies was a bit grumpy and refused to clean our room because we had pets nor would she give us any clean towels. She told me to go get them downstairs. I did like that there was continental breakfast yet I wish the hours that they stopped were around 10 am instead of 9. We were grateful they have a laundry room where you can do your laundry, yet the 1 out of 2 dryers was broken. The side door to the hotel was broken half of the time and we couldn't get in using the key code at times so we had to walk all the way around to the front to get in. They do have a nice lobby where you can watch tv or kick back. They even had board games and books for the kids which I thought was great. They did have pool and jacuzzi. The hotel is near a lot of Restuarants which is convenient. I would recommend hiring more maintenance and ground crew to get the place back into...

DO NOT STAY HERE – Dishonest and Unprofessional Staff

I had a terrible experience at this hotel on 4/12 and feel completely misled. I called the front desk at 5:58 PM (screenshot of outbound call) to ask about a $20 parking fee mentioned in a review. A woman answered and confirmed it was $20 per car but told me, “when you come in, we can try to accommodate you.” I expressed concern about the cost, and she repeated that they couldn’t “discuss parking fees over the phone and when you arrive I can try to accommodate you” once I arrived.

When I checked in about 30 minutes later, Ally at the front desk said parking for two cars would be $40. I explained that someone I spoke to earlier said they’d accommodate me. Ally immediately changed her tone, became rude, and denied ever saying that. I asked to speak to a manager, and Mariela came out. I explained the situation again, even showing my phone call log, and they both acted defensive and dismissive.

No one wanted to take accountability or clarify who answered the phone. Ally contradicted herself—first claiming she didn’t say “accommodate,” then implying she never spoke to me at all.

To make matters worse, as I was walking back to the hotel after parking, I overheard Ally and Mariela gossiping about the situation. They only went silent when they realized I was nearby.

In the end, I paid the full $20 per car fee. I’m extremely disappointed by the dishonesty, the lack of professionalism, and the rude behavior. I do not recommend staying at...