Homewood Suites by Hilton Virginia Beach/Norfolk Airport — Hotel in Virginia Beach

I had previously wrote a lengthy detailed review explaining why I rated this Hotel a 3. I have officially dropped my rating today to a 1. The GM Michael replied with appreciation to my first review so I hope he will look into this. My family has been staying at this hotel going on two weeks and may be extended a third depending in house quickly the contractors can repair our house. This wasnt our first choice in hotels. We really liked the Residence Inn Marriott but they don't have rooms big enough to accommodate our big family. Today while washing laundry downstairs and having to pay to do so is insane in the first place. Another thing that sets the Marriott higher. They have free laundry machines like the kind you have at home. I am spending at least $25 every few days just to do laundry. Anyhow while I was downstairs doing laundry with the twins in this tiny laundry room I was approached by the GM Sam Peraza and another older man who I have seen around. He asked if it was a good time to talk with me and introduced himself. I had thought he was coming to ask me how my stay has been since we have been there for a good while now but no. To back track a min. I had stripped mine and my husbands beds of the sheets and mattress protectors and asked for clean ones. I never said why. Whether a sida spilled, leaking sippy cup, or pee. He asked me to help him come up with a solution to help protect the hotels mattresses. Now I am feeling cornered and my boys ran out of the laundry room and I am having to excuse myself to locate them since they seemed more interested in their mattresses than my kids safety or embarrassing a customer who is staying there for a while who is dealing with a lot with her own home and rather not have to be in a hotel with her 4 kids in the first place. I was caught off guard. At home we have waterproof mattress protectors as should any hotel who knows that their may be guests in the toddler age group. I am sure worse had happened on the mattresses before. What if someone bleeds on it, throws up on it. For one the mattress never got wet. I did a live facebook video showing this and eveyone was shocked. I actually cried. He wanted me to come up with a solution. I am living here temporarily I am respecting the place like my own home. I even bought a new vacuum to clean up the nasty carpets because housekeeping doesn't vacuum every day. Yet the GM tells me he doesn't want to have to replace all the mattresses because they are expensive and cost over $1k each. Excuse me??!! It sounds like your telling me to stop having your twins wet through their overnight diaper or else you will be stock paying thousands. I felt like I had to explain myself. They wet the sheet a little not the mattress and because it is a hotel I am paying for I was like what the heck change the protector too like I do at home. So I stripped the sheets for housekeeping. House keeping apparently complained at my request for clean sheets and protector and left my room untouched so when it was time for my boys to nap they had nowhere to sleep. I had to call the front desk to request someone to fix the beds. I would do it myself if they left extra bedding. I have never been treated so poorly at a hotel. I would not consider this place small kid friendly. My boys both came down with croup while staying here thank goodness neither of them puked on the bed. My husband confronted the GM about this and he said after we leave he still had a hotel to run. Wow. I wish the floors and walls were finished already at home. I am still emotional over this. My husband tells me to be strong don't act like the victim. we are the guest paying and they should come up with a solution. I was doing the best with what I had to work with. I clean and organize the room even before housekeeping gets there and put all the dirty towels sherts or whatever in a neat pile for them and put and collect all the trash into one bag. Yet I am sorry this hotel is not prepared for little kids who are not petty trained. They should warn people we will accept pets...

I want to give as thorough of a review as possible so I broke the review down to help everyone understand. Being completely honest the entire experience wasn’t a bust but if it wasn’t for the staff it would have been. I also want to note that this is a pet friendly hotel.

SERVICE: (4/5) The staff at Hilton Homewood Suites was the highlight of our stay. From the janitors to the managers, every person we interacted with was courteous, accommodating, and tried their best to resolve issues. Special thanks to Manager Shirley, who was helpful, professional, and empathetic during our stay. The service team deserves recognition they did what they could, despite the circumstances.

CLEANLINESS: (1/5) This is where the experience fell apart. From the moment we walked into our room, things felt off:

The carpet was gritty and grimy, as if it hadn’t been vacuumed in weeks.

There was a foul odor after vacuuming something like wet dog and it lingered, even after we sprayed perfume and aired out the space.

I noticed suspicious red stains on the carpet, which I suspected might be blood. I took photos just in case. ( The blood stained comforter and carpets in the photos below are from the room we were in. I didn't find the blood stains until the morning we were leaving. Had I known the red spots were blood we would have just tried another hotel further from our destination as the hotels in the area were all booked for last weekend. )

The bathroom had visible mold, and we found a wet spot on the ceiling in the bedroom, suggesting possible water damage.

A used hairbrush (not ours) was found near the couch, where my children were sleeping.

The elevator area on the third floor reeked of urine.

The cleanliness of the hotel is a total health hazard: blood, urine, mold and there’s no telling what else.

After complaining, we were told no new rooms were available that night. By morning, the only room offered was a studio not ideal for our family. Although Manager Shirley set us up to change rooms and the daytime manager allowed us to tour several alternatives, every room had serious issues mold in the bathroom, stained toilets, torn furniture, odors, and dirty bedding. We eventually decided to stay in the original room.

AMENITIES: (4/5) Breakfast was excellent! It was one of the best complimentary spreads I’ve experienced. Shoutout to the gentleman managing the kitchen (with beads in his hair) his care and consistency were obvious.

Breakfast highlights: Grits, French toast, chia seed pudding, overnight oats

Fresh fruit, good egg dishes, breakfast tacos

Clean area, great presentation, and attentive kitchen staff

My only issue was with the nuts provided as toppings, which tasted stale.

Pool & Hot Tub Area The indoor pool was clean and safe for children, with a comfortable 4-foot depth. It was warm due to its proximity to the hot tub, but manageable.

Outdoor Activity Area The lawn was unkempt weeds were growing up all throughout the activity area. So if you wanted to play the bean bag toss or golf you might get itchy from the grass.

ROOM OPTIONS: (1/5) While the concept of suites and studios is family-friendly, execution is poor due to lack of maintenance. Dirty carpets, stained linens, mold, and outdated furnishings severely compromised the potential.

OVERALL EXPERIENCE: (2/5) I give this location a 2 out of 5 saved only by the staff and breakfast. The price of the rooms is also too high for the condition of the rooms and hotel. Not to mention the side door on the left side of the hotel is broken so anyone can walk in and out of the hotel, this severely jeopardizes guests safety.

Hilton is a trusted brand, but this property does not reflect its usual standards. It made me seriously reconsider future Hilton stays and lean more toward other hotel brands. If Hilton wants to maintain its reputation, I urge them to invest in deep cleaning, routine inspections, and maintenance protocols for...

We were there for the week of July 4th. Before getting into the stay, I need to point out a very important safety issue. The swimming pool has a strong suction line partway down the left wall (when standing on the steps). My daughter (a veteran emergency room nurse at a Children's Hospital) couldn't believe it - she said it bruised her hand to pull it away. This could entrap and drown a child. As well, there was a pool light floating free of its housing with the wires dangling in the water. I reported this to staff, the said they've been trying to get it fixed for 5 months. so as well I reported it to the City of Virginia Beach; perhaps that will motivate Hilton, as I understand this is a corporate owned hotel. In addition to the safety issue, the pool was cold. The shower didn't work, the water fountain didn't work, the toilet in the men's room was full of sewerage and the flush tank would not fill. I took it upon myself to at least hold the stopper in place long enough to get it flushed, and reported that as well. Further, the hot tub was roped off and brackish. There was a large ventilation duct on the wall at floor level with the cover completely absent.

The first issue that hit us was a shortage of linens; they said they were sold out and running short. But as well, the TV remote wasn't working; the light over the kitchen table was burned out, and the phones didn't work; one did not even have a face plate. Service fixed the first two. Then we noticed the cook top; both heaters were crusted with rings of carbon, as though pots had boiled over for while unattended. That was never addressed. I then had to go to housekeeping to have enough towels and washcloths; this continued throughout the week. The room was only made up once all week. Staff tried to be helpful and were courteous but seemed overwhelmed. For the first two mornings there was no breakfast. They said a truck didn't come in. And I'm thinking like, "This is the hospitality industry, you make it happen - there's a Costco or a Sam's within minutes of the place." One bed was made up with a mattress cover as a blanket. And in general the place was beat, worn, dirty. I had to jiggle the fill device on our toilet more than once, it was never fixed or replaced. A light fixture went out on the bathroom mirror, also not fixed though reported the second day of a six day stay. The security device on the door was loose, so I thought I'd be a good head and tighten it - the screw holes were stripped. There was only one pot in the kitchen and nothing like table service for 4 people. Plus we'd booked months in advance asking for adjoining or adjacent rooms with our daughter and our grandkids and we were two floors apart.

What really kicked it for me, and why I'm posting here, was that we called Hilton for weeks attempting to get some adjustment for this entirely unsuitable stay. We were assigned a dispute number, promised callbacks, but none came until I called the next time and was promised another call back.

We paid more than $300/night for this after taxes etc. You may rest assured I will not be staying at any Hilton Property...