Homewood Suites by Hilton Cincinnati/West Chester — Hotel in West Chester Township

Without naming names, I will be a little more considerate to the owner and management of Home2 and Homewood Suites than they were to me.

Despite my reluctance to write this review, I feel obligated to share my experience due to the absence of responses to numerous calls and emails. I booked and paid for a room block at 2 hotels totaling around $18,000, and the experience was nothing short of chaotic.

Initially, the hotels, were not aware of our reservations, which resulted in a rocky start. Despite this, we were initially grateful for the front desk staff who went above and beyond to find resolution with grace. However, we faced additional challenges including a lack of designated parking for the buses and no full kitchen as promised, not to mention on day one, several guest were locked out of their rooms after midnight and one guest was given a key to a occupied room and was threatened by the occupant.To make matters worse, Homewood authorized a payment on one card and then took payment on another, causing confusion and delays. Everyone was so consumed by card swiping that customer service was non-existent, disgusting.

On Saturday, while preparing for the mix and mingle, a traveler informed me that a manager was looking for me. Upon meeting the manager, I was taken aback by their aggressive and condescending tone. It felt like we were homeless people begging for room and board. I had reached my breaking point. The manager informed me that guest were actively being locked out of their rooms, it was after 1pm and there was supposedly a problem with payment. I had to decide whether to finish setting up for the mix and mingle or try to figure out what the problem was in regards to the payment. I spent over an hour resolving temporary holds made by the properties. When I made it back to the mix and mingle , it was a disaster. To make matters worse, our main card was temporarily canceled due to excessive payment attempts.

The lack of consideration from the hotels staff was appalling, especially after realizing that multiple errors were made.

It’s hurtful, we were treated with such disregard. For instance, on Saturday, an elderly lady asked the front desk clerk for a new room key, he discourteously told her to ask me why she was locked out of her room. Unknown to him, she had fallen ill and was in urgent need of her medication. Thankfully, another hotel employee showed mercy and allowed her to retrieve her medicine bag.

The absence of ownership and apologies from employees and managers regarding this reservation is problematic. It seems that this reservation was made as a means of generating revenue, with no consideration for the challenges that would arise.

As a seasoned businessperson with a proven track record of booking large groups without incident, I find the situation unacceptable. I was left to find resolution and give explanations.

I contacted Hilton’s corporate office after neither property manager would respond, I was told to write a review. They explained that as a group booking, they have limited authority to resolve the issue. My lawyer suggested disputing the charges with our credit card companies.

With my guest rooms and brand reputation at stake, along with my personal integrity, I was compelled to pay for unrendered services without a resolution. This situation is unacceptable and has caused me considerable distress, including lack of sleep. I will not let this matter rest without a satisfactory resolution.

The properties informed cooperate that they awarded me 20k points, which they deemed as resolution, but in reality, I received nothing. I was supposed to earn one point for every dollar spent, which would have amounted to around 18k points.

Our pre reservation for next year’s trip to Cincinnati began in August, typically at this point, we’re halfway to capacity, were not even close.

I will not allow one weekend to destroy years of hard work!

Initially, I just wanted an explanation and apology, I guess upper management felt as if I wasn’t at minimum...

TLDR: not bad, but not good. Beautiful new areas. Crappy old areas or under renovation areas. Bugs. Great happy hour idea.

The renovated areas are nice and the rooms are well put together. The issue was that my stay was on an in-progress renovation floor, which was less than desirable from an aesthetic point of view. Looking past that, I’m sure this hotel will look beautiful in the future. Around the ice machine, there seems to be what looks like mold. I don’t use it, but thought I would mention it for others.

Here was the issue… my room had what appears to be a large cockroach that was on the TV stand. The TV is bolted down, so there is no getting to it. Reported it to the front desk and the guy found bed bug spray and used it on the perimeter (not sure if effective against roaches). Not able to verify if the roach was still there or not and pretty much was asking me, the guest, what to do was very unprofessional. More concerning is the fact that this bed bug spray was open and used.

During breakfast and happy hours (which is a great addition), they definitely have a fruit fly issue. Although not much of a health concern, still gross to be around it. The seating is very nice and the lounging sofa seats were a great.

Pool is not heated and the water is cloudy (maybe too much chlorine?). Workout room is very spacious, but could use more variety of equipment. Compared to other Hiltons (dinky rooms), it was very nice. The library/game room although looks nice, is a joke. They had three board games (if you count Hilton branded tic tac toe a game).

The hotel is located next to lots of restaurants and close enough to entertainment (e.g., TopGolf across the highway intersection).

I chose a room with a King size bed, and my travel buddy had a double queen. I highly recommend the double queen for the extra space and a desk. The King was nice still, especially with the shower with door, but no desk.

My room didn’t have turn down service every night and my hair conditioner dispenser was empty on arrival. The other two (shower gel and shampoo) were low, but not empty. The front desk will send another bottle but they don’t replace it for you if room service/maintenance is gone for the day. Since no turndown service, no one came to clean and replace the dispenser on the wall.

My current stay was 2/5 stars. Once the renovations are done and they bug spray the crap out of the place, this could...

My husband, daughter, and I were excited to have a nice mini vacation for the weekend at this hotel. Problems seemed to start as soon as we arrived. The lobby was filled with people for the whole afternoon our first day of being there. I found out later on, after a group of about 25 got into an altercation in the parking lot, that they weren't even guest, just people who are allowed to come loiter in a hotel lobby during covid, apparently. I had to call the front desk after arriving back at the hotel and feeling like it was unsafe to get my child out of the car because there was physical violence happening outside. They called the cops who stayed in the parking lot for over 5 hours talking to the people who had been fighting.. You had to schedule the pool, which was fine, but I was told we would have it to ourselves, which was a lie. Because I was told this, they allowed us pool time to ourselves, but we scheduled it twice and they double booked us with other families and in the end had to open it for us after hours. The ice machine on our floor was broken the entire stay, and i reported it to guest services within an hour of our arrival. The overhead light in the bedroom did not work, but there were lamps so we made do. The entire faucet in the kitchenette moved when you tried to turn the tap. I mean the whole thing. I talked to the front desk about my disappointment with our stay and the man was very snippy with me and seemed personally offended that I was not enjoying my stay. I mentioned that free hot breakfast was advertised throughout the hotel, but that we had been served cold bagels and yogurts to which he told me this was way more than other hotels were doing in Covid times. I understand that, but thats false advertising. They told me the posters about breakfast in the elevators "couldnt be removed", but after investigating myself, I found that to be yet another lie. I paid $140 a night for this hotel and while the room itself was nice, clean, and spacious, I would never stay again because of all of the other things that went wrong during our stay. We were also told by staff that fights and loitering tends to be common at this location since room prices were lowered. The housekeeping staff was great, and a younger boy who worked nights was also very helpful. The rest of the staff was not. Save your money, do not...