Homewood Suites by Hilton Stratford — Hotel in Stratford

The only thing holding me up from making this a five star is the general manager, Linda Hannon Who I found to be rude condescending, and only looking to get the most money per room per night. Me and my family had moved back from Florida. We had been staying at the Homewood suites for a few weeks previously and then just returned as I booked a long-term stay of 2 1/2 months to get the discounted price. I started off that reservation by using my honor points the first two days because I had two nights worth of points And then my regular reservation would start right after. Unfortunately, things didn’t work out that way, and on one of the colder days so far this year Linda made my two children and I check out from our two bedroom under one reservation even though we were getting a two bedroom on our next reservation that same day, 4 hours later. I was only waiting on my check to clear at 5 PM in order to make that weekly payment which I was going to make every week moving forward. I also then learned that Linda was going to make me check out every week and then check back in for whatever reason I don’t know maybe to disqualify the discounted rate, the long-term discounted rate, Or she didn’t want me to save money after 30 days by not having to pay taxes per room per night. On a sidenote, the 31st day in Connecticut if you have a continuous stay at a hotel, there no longer will be taxes charged as long as you have a continuous stay. I was completely flabbergasted by this approach Linda gave me. I have spent over 60,000 on Hilton Grand Vacation member purchases with additional yearly fees as well as have been a gold Hilton member for the past 25 years. Financially things have been tough since October when I lost all movement in my right arm due to nerve complications in my neck. That being one of the reasons we’re back here in Connecticut from Florida is to revisit my doctors who had treated me years ago. So just to be clear, I paid for my first two nights just go around with my points I was getting Ready to pay my weekly payment at 5 PM that day when Linda told me that we had a check out and that we needed that room because it’s Christmas time they’re fully booked and she could make money off that room. Word for Word she can make money off that room, so we needed to get out even though we had a reservation that was taking place four hours later. What made this even more painful Was that just two weeks prior We had been at the hotel for close to a month and we were very pleased to be returning under that long-term reduced rate. I have already called Honors and I am expediting it up the chain with the level of...

This used to be our go-to spot for a stay-cation in Fairfield county but we won’t be returning. I booked a two bedroom suite for my family so the kids could have their own space and my husband and I could have ours. Shortly into our stay, we discovered an ant infestation in the kids’ bedroom. I have several disgusting photos. The kids had to sleep with us in our beds because the room was unusable. When we complained, they promised a refund — I was not going expecting a full refund for our five day stay, but I WAS expecting a bit more than a partial day’s rate. When the going rate for the suite is $475 a NIGHT, and you can’t use it, a partial refund on one day is quite the slap in the face. The stove would not shut off the first night of our stay. They said they fixed it, and after they left, I saw it glowing red again. Major fire hazard. They eventually had to cut power to it and never restored it, so the convenience of being able to cook small meals in the room wasn’t possible. Being able to cook/stay in for some meals is one of the reasons why I booked the suite, and yet it was another part of the stay that was totally unusable. Upon our return from being out on the second day, the room had not been cleaned at all, except for some towels that were picked up and garbage removed. Everything else was left untouched. I had to speak with the head of housekeeping to ensure our “name was on the list” for a cleaning the following day. The shampoo, conditioner and body washes were completely empty. I asked for replacements and never received them. Thankfully I ran into a housekeeper and had to beg for some off her cart/ They also removed many of the breakfast perks and reduced available options. The hot breakfast was something we enjoyed in the past, but this time around was sub par at best. I don’t know if they are under new management or what, but when the quoted price for a room is close to $500 a NIGHT, none of the aforementioned complaints are acceptable in the slightest. A partial refund on one night’s stay and some paltry comped member points were insulting solutions at best. The staff was friendly overall and apologetic, but it doesn’t make up for almost $2000 in hotel costs for a room we couldn’t fully relax in. If anyone is interested in the pictures, I’d be happy to share...

Worst service I’ve ever received.

Long time Hilton chain user.

I requested early check in when I arrived (9:00am, understanding it is not always availabled) woman at the desk asked if I needed the handicapped bathroom. (I booked this room for my wife and I) I responded that I personally do not not require the handicapped access. (My wife does) I’ve never been asked before if I need access to the room I’ve booked. Which is none of the business of the front desk worker anyway. She switched my reservation to a standard room without asking me if that’s what I wanted.

I checked in every 2 hours until 6:00 PM, being told each time that no room was ready. The front desk woman made no attempt to expedite an available room. She simply checked in with cleaning to see if a specific room was ready. And it never was.

I returned about 6:00 and a new girl was there. I told her what was happening and she said I was checked into a room a 11:00am. She didn’t know why I wasn’t let into a room or why my digital key never activated. She gave me my keys and I went off to the original room I had booked, with the handicapped access bathroom.

So we sat in your parking lot in 100 degree temperature from 9am to 6pm. (2 hours past check in time) for no reason!

It seems to me that the woman at the desk tried to change my reservation to a different room, and that room wasn’t cleaned until after 5:00pm. All the while the handicapped room I reserved on the app was available the entire time.

This ruined our entire day and leaves me not wanting to not only not use this hotel again (I will never come back here) but puts the Hilton chain to the bottom of my booking list.

I’m appalled at the quality of “service” I received upon my check in and hope that this woman is scheduled for training (as it seems she was never trained) or is moved out of customer service.

Horrible...