Homewood Suites by Hilton Tuscaloosa Downtown — Hotel in Tuscaloosa

As the Company Commander of the 75th Field Hospital, I travel to Tuscaloosa, AL, at least once a month for military duty. Since July of 2021 I have stayed at Homewood Suites in Downtown Tuscaloosa and have been extremely satisfied with every stay. However, my stay from 11 February - 13 February 2022 was different. The day prior to my arrival I called the hotel's front desk to request a rate change to the local government allowed rate of $96 per night since it was not available when I booked through the Hilton App. This is not unusual as i have had to do this in the past a few times. The young lady i spoke with was not able to adjust the rate but told me that the Manager would take care of it the next day prior to my arrival.

The evening of my arrival i check in at the desk and I noticed that my credit card was authorized for $451.00 for a two-night stay at what I thought was the government rate of $96 per night. I did not question that at the time, I just went to the room. When I entered the room number 406, i noticed that the floor looked very dingy and un-swept, the appliances had not been wiped and appeared to be very molly, there was dried stuck on food in the bottom of the sink (lettuce, tomatoes, etc.), dirty shower floor, and five blood splatters on the wall above the bathroom vanity. I brought these matters to the front desk and the suite was "re-cleaned" the next day, but they missed the blood splatter. I decided to take my Clorox Wipes and just get off myself. Also, about 20 minutes after the room was "re-cleaned" someone entered the room with a key, but never announced themselves as housekeeping or hotel staff. When they saw that my wife was on the bed resting, they walked out without saying a word.

The day of my departure, I requested a late check-out so that my wife would not have wait for me at the reserve center. I was granted a 13:00 check-out. When I stopped by the front desk to check-out and to get my receipt, I noticed that the hotel taxes were not removed from the receipt, even though I provided a federal tax-exempt form. I was told that they could not find it and the person who handles that is not here. I asked them if they needed me to email the copy that i have stored on my laptop and was told no. The young lady at the desk called I believe Priscilla about the matter and was told to tell that she could not remove the lodging taxes since they already lowered my rate. I then take a closer look at my receipt and noticed that I was charged $179 per night and not the $96 per night government rate. I questioned this and was told that the $96 government rate is only available Monday through Friday, which makes no sense to me since I have stayed at this property on several occasions with check-ins on a Wednesday and check-outs on Sunday and I have never had a government rate changed during the weekend. As a matter of fact, I have never had this happen at any of the numerous Hilton properties that I have privilege to stay in. I inquired about when was this change implemented and why was I not made aware of it since I asked specifically for the $96 per night government rate. The response I got was just a blank stare.

Thanks, CPT Terrance Q. Watson Hilton...

I’m going to start out by saying the front desk staff was rude and unprofessional from the moment we walked into the hotel. I would give 0 stars for service if I could. We arrived around 6 in the afternoon and proceeded to walk into the front lobby. We booked a room that was pet friendly and we did the online check in service that was available in the Hilton Honors app. As soon as we walked in the lady at the front desk rudely and in a nasty tone told us we “have to fill out paperwork on that dog before you can go to your room” with no greeting beforehand. She proceeded to tell us that our dog was over the hotels weight limit (but she never asked how much the dog weighed) of 50 pounds, when the website clearly states it is 75 pounds. My dog weighs 73 pounds. The website also states that for 1-3 nights you are only charged $75 for a pet and she told us she was charging us $125 because he was over 50 pounds. It does not state that on the website when you book at all unless you are staying for more than 3 nights. We mentioned that the website stated that was not the hotel policy and we realized after she started flipping through a book and wouldn’t share what she had seen in the book that were were getting nowhere with her. We then went up to our room and decided not to bring it up again until shift change. We went to dinner and came back and went to the lady at the front desk at this time. We brought it to her attention that we were being overcharged and being told my dog was over the weight limit. She proceeded to get nasty with us telling us that the hotels policy was $200 for pets but she was only going to charge us $125 and she had no paperwork to prove the pet policy was $200. We expressed to her that we had the website pulled up and she was wrong, and she proceeds to tell us in a nasty tone that she is aware of what the website says but they are not in charge of the website and she is telling us what she knows the policy is but has no proof of the policy. So once again realizing we are getting nowhere with this staff we go back to our room and do not bother them again. However, walking through the lobby after coming back to our room on the next day we can hear the staff members talking about us at the front desk and saying “oh that’s them” as if we were causing them problems. Overall after staying in this hotel numerous times as I travel to Tuscaloosa often I found the front desk staff to be very rude and unprofessional. The hotel claims to be dog friendly but the front desk staff definitely is not. The immediate jump to assume my dog was over their weight limit was wrong considering I saw many other dogs of his size at the hotel. The dog is a Labrador Retriever for reference. I have also reached out to Hilton Honors customer service and spoke to 2 different representative who stated that this staff member was very wrong about their policy and apologized for her rude behavior. Other than her the rest of the staff was friendly. The rooms were clean and the...

We arrived at 830 pm after a 9hr drive to Tuscaloosa. Upon getting to the front desk to check in the front desk staff kept typing and whispering to each other. Clearly confused when I asked about my reservation they said yes it is there but there were no rooms available. I mentioned that I was a Diamond member and was told that despite this they had not held me a room and I did not understand what Diamond status meant. They could not explain why I was not contacted about a problem before I arrived and kept telling different stories which did not make any sense. After more typing and whispering they said they had booked us in the Home 2 suites up the hill which is their "sister" property. We left and headed to the Home2 Suites and upon arrival the very nice front desk person said that she had specifically told the Homewood suites person they also had no rooms! She was on hold trying to speak with them but they were not responding. I asked if she had any idea what happened and she simply said "yeah they lied and you definitely should have had a room saved and never should have been sent here knowing we had no room for you. So with no room in Home 2 I called back to Homewood Suites and they put me on hold for 15mins saying they were "working it out". After an extended hold, they came back and said they had found us a room at a Marriott Residence Inn across the river. Not really where we wanted to be but at this point we just needed a room. In the end the front desk team at Homewood Suites was beyond incompetent and an embarrassment to that hotel. No guest regardless of status should be treated like we were treated but to handle a supposed top tier Diamond member with such disrespectful disregard was...