Homewood Suites by Hilton Newburgh-Stewart Airport — Hotel in Town of New Windsor

I arrived Saturday evening with my Hilton app and everything seemed fine until I tried to open the couch bed in room 412. It was difficult, upon opening it I realized it was completely broken and would not lay flat ( I will attach a photo). It could not be used! Being that I just completed a 7 hour drive, I decided not to stress but relax. Only I couldn't, there was some sort of banging noise inside the walls. I couldn't figure out where it was coming from at first...I muted the TV and it kept on and that's when I realized that it happened every time the A/C in the bedroom came on. Every 5 seconds there is a knock inside the wall. I turned the AC off because I could not sleep anticipating this knocking sound..needless to say, the bedroom was muggy b/c I couldn't use the AC and the couch bed could not be used either. The room was unusable! I couldn't wait to go downstairs in the morning to speak with a manager. I literally stayed up all night watching the clock. I was greeted by less than friendly Quanisha. She advised me that she could change the room but I would have to remove all of my things before she gives me a new room. Then, I mention to her the Hilton Policy “If you’re not 100% satisfied, we don’t expect you to pay. That’s our promise and your guarantee and she begins to tell me that I won't be refunded - which I never asked HER for. As a Hilton Rewards member, I also asked her about bag with water that I usually receive and her response was, 'you don't have enough stays.' I asked for mgmt card, she said there are no cards but she wrote an email down for me and I asked her to give the manager Jhenny my info. She said Jhenny would in 10am. FYi, I still havent heard from jhenny and i emailed her. Not being able to sleep, Having to pack up all of my toiletries & clothing and moving rooms was such an inconvenience. Then the new room, 408 had black mold all around the outside and inside of tub along with hair on the shower curtain, SMH - I guess no bath for me, just a quick shower. And if you don't eat pork like me, don't bother looking at the breakfast...

No matter where I stay I always bring my own cleaning supplies. Especially now that we are living during COVID-19 and all its variants. I wiped down the tables, counters, chairs any touch surfaces. I always check for the infamous bedbugs, lifting the bed. Pulling back the sheets to make sure there are no traces of hair or... traces. Keep it G. Overall it appeared for the most part it had been wiped down. My visit was brief, an overnight. So I didn't go through the refrigerator and all of the cupboards. Though at first glance the refrigerator and microwave were clean. After my wipe down, I went to inspect the bathroom. To my surprise there was a bra and pajamas, clearly worn by previous occupants and hung on the back door. I completely understand housekeeping has a lot of work to accomplish in a short period of time. But in all my years of traveling I have never encountered another woman's underclothes. Or any clothes. So it was unsettling. I try to give people grace but the friends I shared the experience with after check out were livid for me. I was too tired to call the reception hat night. I arrived around 10pm. It took an hour to wipe down everything to that point and the dread of having to pack up and move to another room or have someone come and remove the items and sanitize for me was just overwhelming after a 3 hour drive with an irritable teenager. Plus, I had a conference to get to at 9:30 am. There was no one at the front desk at check out to report the issue to and I was there for one night. I did complete a survey of my stay. The under garments weren't my only issue. I also had to contend with the repetitive mechanical banging. I am a light sleeper. So between the banging and the lack of black out curtains to keep the constant glare of the flood lights in the parking lot out the bedroom I did not sleep well. So that's that. Would I stay here again? I would have to speak with someone to make sure I would be in a room away from the lights, the noise and worn...

Upgrading my original score of 1 stars to 3 stars after further consideration and writing of this review. The 1 star was based on the fact that the hotel refused to provide me a full refund when I canceled the reservation for the second night due to a partial power failure at the hotel. The 3 stars takes into account that prior to the power failure, the condition of the hotel and service of the staff were actually very good.

It was in the late afternoon when a partial power failure occurred at the hotel, It interrupted our meeting and we were unable to continue due to the lack of lighting and AC. We scoped out the situation around the hotel and spoke with the front desk. The woman behind the counter was a bit abrasive and abrupt when we asked what the issue was and when it would be resolved. To be fair, she may have been a bit frazzled by the situation, as she was polite and professional earlier that day, but still we were a bit put off by her attitude.

We waited around for about 2 hours (although, the manager disputed this and indicated it was only about 1 hour) before we went to the front desk to check out and request a refund. The manager politely refused and indicated that we still had to pay for the night since it was after 4 PM (it was a little after 7PM at that time).

We pointed out that we could not stay under these conditions, because although the power company had been called, they did not know when power would be restored. She said that since the situation was not the hotel's fault that the best she could do was refund $50. I took the money and will be submitting a complaint for a refund or credit to the hotel chain (per my friend's and the manager's agreement).

In hindsight, we thought it was strange that she didn't offer credit or another room that had working electricity. Not sure...