Homewood Suites by Hilton Carle Place - Garden City, NY — Hotel in Town of North Hempstead

I rented two rooms at the hotel and received my key cards from the receptionist. When I entered one of the rooms, it was still dirty with unmade beds, dirty towels on the floor, and unchanged garbage. We had to wait in one room until the other was cleaned, despite being told it was ready. While waiting, I took my children to the pool where another guest and his two children were blocking the entrance and exit stairs. This man began yelling at all the children in the pool because he stated that his children does not like water in their face and wanted us away from his children. I told my children to move to the other side of the pool but again he was at the stairs where the children need to enter and exit. My children followed the rules that was at the pool. They were not splashing, running, or diving. We were in a public pool where water splashed as kids swam and played. The man left, and a staff member came in and said everyone needed to leave for cleaning. The staff member said we could return in an hour if we contacted the front desk. I contacted the front desk twice, and both times they said the pool was closed. When I arrived to check, I noticed that there were already children in the pool. I brought this to the attention of the manager the next day, who stated everyone had to exit the pool due the amount of children and the man’s complaint. The man with his two kids claimed that the children were being unsafe by jumping into the pool without any adults present, which was not true as there were six adults supervising them. The manager then mentioned that there had been a drowning incident in the past. The manager then mentioned that there had been a previous drowning incident caused by a lack of parental supervision, but that was not the case with us. The staff did not speak to any of us or ask for our side of the story. Everyone in the pool at the time was black, while the man who complained was white. I hate to think we were singled out, but it's difficult not to feel that way when the staff seemed dishonest and only showed up when they saw white children in the pool. The manager claimed that the pool was closed and no one was supposed to be in it after, yet there were white children swimming. The man who is white and with two children should have moved to the other side of the pool if his children do not like water on their faces. It is a public pool and it is unclear why only he was accommodated and listened to. The black children were treated unfairly and ejected. We all paid to use the pool and followed the rules, so it is unfair that we were penalized. Was it because we had more children or because we were black? Why were all families in the pool kicked out instead of just the family that the man complained about?

At 9 am, there was a knock on my door from housekeeping, prompting me to quickly get up to answer it. However, before I could reach the door, housekeeping had already opened it. The manager advised me to use the "do not disturb" sign to prevent this from happening again. I agreed, but also mentioned that housekeeping did not give me a chance to answer the door as they immediately entered after knocking and announcing themselves. I suggested to the manager that they should wait at-least 2 minutes for guests to respond before entering the room. The manager showed a lack of concern for my complaints and issues. He mentioned that there are several guests who do not check out, and if housekeeping waits until 11am to clean, no rooms will be ready. I pointed out that despite this policy, my room was not cleaned. I believe we should not have been treated in this manner, and I do not find this behavior acceptable. Although the manager did not need to agree with me, his attitude indicated that he was indifferent to my concerns. The manager only agreed that they shouldn’t have lied but justified that they did it because they didn’t want to explain themselves. That...

Numbers are based on issues I had PRIOR to meeting Sheryl!

I had the pleasure of interacting with Sheryl on September 3, 2023 and I must say that the level of service I experienced was truly exceptional. From the moment I initiated contact to resolve my issue, Sheryl displayed a remarkable combination of professionalism, patience, and genuine concern for my satisfaction.

She demonstrated a deep understanding of the company's services, and her ability to explain complex information in a clear and concise manner made the entire process smooth and effortless. What impressed me most was her dedication to going above and beyond to ensure that my needs were met. First, I am a Diamond member who chooses to stay at your location whenever I/we (if I travel with my family) am in the area. I stay here at least 2-3 times a year. Each time I come, I am very satisfied. My room is nice and clean and smells fresh. However, this visit with my family AND one year old niece...OMG! Room 143 was so run down, I thought I was at the Motel 6 or someplace very similar to it if not worse. It was very poorly cleaned. The floor was dirty in the bathroom, the microwave was on its last days, the light above the stove did not work. I bruised my arm BADLY by continuing to hit my arm on the bathroom door. The tub/shower barely worked and the bathroom sink made a loud noise when I turned it on. I did advise the front desk of the above, maintenance did come and advised the water pressure was too high. He adjusted it and the noise went away. I did inquire about renovations and was told by the maintenance man and the front desk when we arrived that all of it was done. I thought this was very strange because of the signage that I saw on the way to my room. This room was so bad, I could not allow my niece to crawl in it.

HOWEVER, Sunday morning when I went to the front desk, my angel, the best concierge that i have had in quite awhile assisted me. She listened. Did not point blame. She just made it better, just as I would hope to be treated coming to a Hilton property. In a world where customer service often falls short of expectations, it is refreshing to encounter an individual like Sheryl who not only met but exceeded our needs. She is undoubtedly an asset to your team and a shining example of the kind of service that sets your company apart.

I believe that recognizing exceptional service is important, as it motivates employees and reinforces a culture of excellence within the organization. I wanted to bring this positive experience to your attention and express my gratitude for having such a dedicated and skilled team member.

Once again, thank you for providing me with such an outstanding customer service experience. I look forward to continuing my relationship with your company and knowing that I can rely on the level of service that Sheryl has provided.

Please extend my appreciation to Sheryl for her commitment to excellence.

I also want to compliment the maintenance gentleman who came to fix the HVAC on Monday morning. He was great. He was prompt, quick, and followed up to make sure it was still working. I...

I have a mixed review here. We booked our stay on booking.com and the room description clearly stated 1 large bed, 1 extra large bed & sofa bed so naturally this is what we expected to have. When I double checked this the messaging person at the hotel just said “ok”. The next day an attempt was made on my card for £200 off pounds which declined because I did not have the funds. I then noticed they changed our room description to 1 extra large bed & 1 sofa bed. There were 4 of us! Booking.com tried to help and forwarded me an aggressive and denial email from the hotel. Okay, so at this point we kind of accept the situation but try to message and no responses for 2 months leading up to arrival. My husband due to arrive 15th August had his flight delayed by 24 hours with air Canada so he and our 2 sons arrive 24 hours later. I message hotel to advise them as soon as I am aware of this. I arrive at hotel and Kylie says sorry there’s no booking for you, you never arrive. I’m from UK in NY on my own and upset to be told the £1600 we paid is gone! I advise her to keep searching being polite and calm just to try to get this resolved. So with this I did not even bother to query the room and request 1 night off for missed night I just wanted our room at this point. Kylie then confirms with a smile and was then very helpful and explained someone changed our booking to the 26th so was able to locate it in the end. She explained they needed to hold my card as a deposit at $0 and I was assured it would not be charged. I then notice the next day my card was charged $270 odd no warning. So I accept it thinking I’ll query it on check out. Room was nice and extra bedding provided so I could make our youngest don a bed up on the floor because we were short of a bed. Washing facilities excellent. Breakfast decent some days and great others there was always something there. The social evenings were good but only found out by chance. Pool great for the kids. Room clean. Lovely toiletries and location was perfect. Kylie was very helpful throughout the stay. Upon checkout Kylie confirmed my refund will arrive in a few days. This was almost 3 weeks ago and my card has still not been refunded. Messages exchanged since confirm it would be actioned but still nothing. Messages confirm a refund would be organised after labor day for the 1 night missed but still nothing. We are due back in the area in November for a week however we will have to find somewhere else to stay because of the negative side of this Experience which is such a shame. Had they sorted out out the refund of deposit and refund of 1st nights stay missed (the room set up not ideal remember a bed is made up on the floor after rearranging the room) I would have actually not hesitated to re-book. That’s a shame. I will keep trying to get my money but this is very frustrating to be out of pocket and money taken for deposit without my approval. I don’t even have a receipt but it was claimed I would not be charged just card held. Frustrated UK...