Homewood Suites by Hilton San Diego Central — Hotel in San Diego

I have never had such a bad customer service experience ever! I can only describe what the different people between Hilton and the property manger as lies. 2.5 hours, 4 different calls, and I was hung up on twice. Booked for a soccer tournament that was cancelled due to rain. Would probably have rebooked for later date but after this experience, I am cancelling my future bookings with Hilton next month. Be careful! They have a 6 day cancellation policy. (Seems like the worst in the industry every other chain is 3, 2, 1, or less days) When I called Hilton to cancel they said it would be approximately $300 to cancel. Hilton said ONLY the property manager could waive the fee. The customer service rep said she called the manager and could waive it down to $150. I said OK but cancel my future bookings too. She told me to hold on and she would get a supervisor. (So clearly there was more that could be done.) The transfer to the supervisor was the first disconnection. I called back, asked for a supervisor. He said he didn't see the last reps notes (This had to be a lie, has later supervisors could see them) Explained everything again, he said he called the manager and seeming accidently connected me on that call as well. When I said I was there, he hung up on me. I then called the property manager who said she understood and would be like to waive the fee but she couldn't in her system as it was president's day weekend. She gave me a number to call, which seeming took me to the call center now for the third time. This supervisor again said only the property manager could waive the fee. He said he was going to call the manager directly. At which time I was disconnected again. What else can be concluded then SOMEONE IS LYING. I hope someone from the property or Hilton will reach out and correct this experience. I will update this review if that occurs. Until then I am avoiding all Hilton properties that I have discretion over, and I am recommending the same to all the families that might use this hotel or Hilton for the rescheduled and future soccer tournaments.

Hilton, may be within its rights to take advantage of it customers and treat me this poorly but why? You would have got my business and much more in...

You get what you pay for.

My family and I chose the Homewood Suites because of the stellar reviews we saw online and because the price was reasonable as well. We stayed for 3 nights. It was during the Covid-19 pandemic, so that has some influence on our experience. Here's a list of pros & cons.

Pros: Beds were comfortable; the pillows and the mattresses were great Climate control was superb. We were able to cool the room down nicely. Darkening feature on the shades kept the light out perfectly, making it easy to sleep in. Internet bandwidth was great for streaming movies Price was right

Cons: There was a huge orange/reddish stain (2' square) on the carpet in the walkway between the adjoining rooms. This was the kind of stain you either clean or tear out. No guest wants to look at this. The website was not updated to say that the continental breakfast was not being served. This is understandable due to Covid, but I was hoping San Diego county might have been different. It would have been nice to know up front. Even coffee was not served in the lobby. The biggest issue by far was that the overhead light in our bedroom came on by itself 12-15 times during the 3 nights we stayed. It operates on a remote and it must have been set to the same frequency as adjacent rooms so that when ever their remote was pushed our light came on. None of the night did we experience uninterrupted sleep because of this issue. Front desk response was poor. We made several attempt to reach the front office by phone during the stay and they never picked up. We always had to walk to the front to make our requests in person. The rooms were okay, but they are not as nice as the pictures make them appear. I thought it might compare to a Hyatt House based on the pictures, but this is a much older facility.

We won't be staying here again, but it was okay for the price. We were hoping for a little more than just "okay" since this was our first trip out of town since the Covid...

Upon arriving, we were told that the room we booked was no longer available (double bedroom for 5 people) although we called prior to making our appointment to ensure late check in wouldn’t be a problem. They told us they would split our group into two rooms, the second room was supposed to be at no charge on top of discounting a night for a room. ... splitting up our group created a huge inconvenience... our rooms were far from each other (altho on the same floor) and took away from our experience traveling as a group we had planned on.

The rooms were decent, except for the second room.. which altho it was a no smoking room, reeked of smoke. We requested a new room but instead they offered to have room service clean the room the next day.... which they DIDN’T.... it was very u comfortable for my party considering the smoke made us feel nauseous.

we had to request room service because no one came into any of the rooms to clean.

They say they provide warm breakfast but in reality it was just a cold muffin, an orange and a bottle of water packed in a brown bag. (i understand its covid times, but they could have tried a little harder to provide a decent breakfast)

After checking my bank statement i realize I was never compensated for the inconvenience so I called Homewoods to get that refund on the room but they gave me sum BS, something about the whole second room was complementary and we only paid for one room.

So pretty much we aint getting any money back from the room... i told them is was inconvenient and we were told they were covering a night on top of the second room but he said his notes don’t show that... so we pretty much paid for a bad experience and aren’t getting anything in return.

also.. parking sucks... try to get there early or else ull get stuck parking on a random curb not meant...