Homewood Suites by Hilton Toledo Downtown — Hotel in Toledo

I pulled into the hotel turnaround out front to unload my car and valet it. I was informed that "valet is full, we are only doing self parking". When I made my reservation on the Hilton website, it stated that valet was the only parking option. Now, to be told something that was totally opposite was a bit perturbing. Even after I explained to the gentleman that I was checking into the hotel, he maintained that valet was closed because it was full. When I arrived at the parking lot, there was a lot full sign.Thus, I circled the block and told the gentleman at valet what I had discovered. He proceeded to tell me that I was mistaken, that the lot had just opened, and that he had spoken to me ten minutes ago so it should be open now. I proceeded to go back in the direction I had gone before, and this time, I took a picture of the red sign that informed everyone that the parking lot was full. I came back around and showed the gentleman the picture. He then proceeded to tell me that I would be able to utilize valet after all. By then, I was upset. It appeared to me that I had either been lied to or the gentleman had been disbelieving that I was checking in as a guest there. Either way, I told him I would pull up to the curb and go into the hotel to see if my stay could be switched to a less busy hotel. When I spoke to the lady at the check in desk, I was apologized to and it was explained that the valet was handled by a third party and that there was nothing that the hotel could do about my experience. I then asked the young woman who was at the desk if she could see if my reservation could be moved to a less busy hotel. She told me that she doesn't have access to another hotel's systems and could not. I understand not having access to another hotel's system, but I don't understand the total lack of customer service on her part, she didn't even offer to reach out to a sister property to try to see if I could be accommodated. When she did not offer to call a sister property I had to ask her what the reservations number was and I could call myself, she didn't even bother to offer it to me and I had to wait about 2 minutes for her to look it up. She then asked me if I wanted to cancel my reservation, and I explained to her that I did not since I didn't know if any other property could accommodate me yet. I took the number and I left for about 2-3 hours. When I came back, I didn't even attempt to utilize valet, I just drove into the lot, which was thankfully no longer "full". Then, upon attempting to enter the hotel from the lot to check in, the door to the hotel was locked. I understand the need to keep guests safe by having the door locked, but what about people who park in the lot and need to get into the hotel to check in; there should be some way to notify the front desk that you are checking in so that they can buzz you in or something. I cannot have been the only person who has been forced to walk around on Monroe all the way to the main entrance (because all of the other doors right in front of the hotel in full view of the check in desk are also locked) with my two year old in tow to check in. I definitely think that the individuals at this location need to be trained in better customer service skills as well as how to treat guests even when there is a big conference at the convention center next door.

Now, regarding the room. I stayed in the two bedroom, two bath suite. It was a great layout with plenty of room for myself and the three children I was traveling with. The bed was comfortable and I liked the multiple televisions. I loved all of the kitchen utensils that came with the kitchenette. The breakfast was okay, a non-pork option as well as Greek yogurt being offered would be awesome. Not that great of an experience, I hope they get their...

The hotel, room and communal areas were very nice and bright. Everything looks like it does in the pictures. My issue is with health and Safety. Health- My room was never cleaned. Safety- the night team was openly hostile and rude.

I Called down at 12:50 am on July 6th asking for the cleaning schedule for our suite and was told that it would be every other day. We checked in on a Wednesday and the room had not been cleaned as of Friday evening. I then asked for 4 towels as there were 4 of us in a 2 bedroom suite. They said I would have to go down to the desk to get them. I said ok.

I went to the front desk where there were 4 employees leaning on the desk (2 males and 2 females). I said hi and that I called about the towels. The employee with red/blonde hair (employee 1) looked at me with her arms crossed and glanced to the side and said “there they are”. (On the side of the desk). I said thank you and picked up the stack and noticed she had given me a stack of everything but for only 2 people. I said to the the African American lady who was standing by the towels (employee 2) “excuse me may I have 2 more large towels”. She sighed heavily, glared at me and then said “I guess” and left.

The other employees who had not stood up from their lounging positions snickered. I looked at each employee individually and asked “ is this an issue. Am I not allowed 4 towels”

Each said "no" or "she's getting them for you". Employee 1 stared at me with open hostility and with crossed arms. At this point i felt fear of this group.

employee 2 returned with another stack of towels. I picked out the 2 large towels and set the others back on the counter. I thanked her but said I did not need the entire stack.

All of the employees were openly hostile to me and I did not feel safe during this encounter. Employee 1 was the most openly hostile to me. In my opinion, they were behaving less like a team of employees and more like a gang.

Now I am not sure what was going on down there or why I was treated with hostility and contempt. We were staying in the 2 bedroom suite and this was the first time I had asked for anything.

To be clear, I was cordial and respectful when asking my questions. I never raised my voice and maintained a friendly and open demeanor with a smile on my face during these interactions. I did not expect this behavior from the Hilton team as we have met and talked to several lovely team members at this hotel. If you have video in the lobby you may want to give it a look for training purposes. This is the first time i have ever felt danger in a hotel and as a result I made sure to always have another person with me until we left. Additionally, my room was...

This hotel treated us poorly for the last year of 2024! We had booked 2 queen bed suites with living rooms and kitchens. One of the rooms was being paid for on the other would be paid the following day of arriving. When booked the room and I spoke with reservations I made sure I specified the type of room I was booking before I received my conformation number i was assured it was a 2bd room queen suite with a view kitchen and living room. Upon arrival my family member booked the same room but was shown the presidential suite priced at $2500 for the night after he had went up and saw the suite he paid and booked it. So after I got there on new years eve at 10am I asked to see the room before check in just to make sure glad i did it was the wrong room I stated to Tim that walked me up that this is not the room i booked nor the room he told me it would be. We looked at another room that was the one i orginally wanted ad went downstairs to book and get keys in the mean time my family member walked in the drop drinks off to the penthouse and as we walked up to the penthouse we walked in to a room full of water on the floor downstairs and upstairs coming in from the storm. We called the front desk maintenance came up we went back down to let the front desk know for accommodation and they basically gave us the run around about it saying we could still keep it then in the end told us we couldn't because of the liability so the would refund his $2500 and that was all they could do and gave his old room away and couldn't accommodate us on the holiday last minute after making the reservation before the day even came also after being there from 10am-2pm just trying to book a room do you know when I did come back for my suite to decorate and drop things off when got up there it was the wrong room again!!!!!!! So at this point on New Years Eve we had to send our family else where and our money was tied up and we didn't even get a comp night or just nothing for the horrible experience we had just for the manager Alyssa Cope to get smart and tell us its nothing she could do and shrugs her shoulders and ask for the next person in line.. DO NOT LET TIM AT THE. FRONT DESK ASSIST YOU AND ALWAYS CHECK...