Homewood Suites by Hilton West Palm Beach — Hotel in West Palm Beach

WORST EXPERIENCE EVER! Last week around this time I checked into Homewood Suites WPB and my experience was terrifying! It was my husband’s birthday, May 4th, we were supposed to check into this hotel for 3 nights. We traveled with our friendly dog, we have traveled with our dog since he was a puppy and it has been 4 years now, we take our dog with us everywhere never had an issue and mind you we travel quite often. We told the front desk rep ALFRED S. to give us a friendly room and a tag on the door to ensure anyone who passes by our room knows there is a dog inside (plus I also called ahead when booking to ensure they knew we were travelling with a dog and to review their dog policy). We checked in, paid the full amount for the hotel stay which included a dog deposit and a security deposit. We went into our room, and after travelling for 3.5 hours from Tampa, me and my husband decided to leave and get something to eat which was all within the first hour of us checking in. We went out to eat which was no longer than 30 minutes. Came back to our hotel room and our card was deactivated. I went to the front desk to ask what was going on, and ALFRED S, the most unprofessional, rude, degrading representative of the hotel stated that our dog was barking, and we needed to vacate the premises. Mind you there was no voicemail from him and we were only gone for 30 minutes. Then ALFRED went on and had the nerve to say that if we don't leave within 15 minutes he will contact the police. I was SPEECHLESS! We went out for 30 minutes and our dog made that much noise, in a pet friendly hotel, in a pet friendly room, that you are kicking us out on my husband birthday and whole weekend planned in front of us? ALFRED S. said that he didn't care what I had to say, he didn't care where we would go, but he was kicking us out! WOW! I demanded to speak to the manager, but ALFRED said that he would not contact anyone, and we needed to leave. OMG you take our money, ruined my husband’s birthday and weekend, and did not give a damn! The he proceeded to say that he will not refund our money for tonight or the dog deposit. Are you kidding me? Once I got into the room and contacted corporate he was threatening us every 10 minutes calling our room, what kind of people do you have working there, under a Hilton brand? Since we had nowhere to go, we had to head back out to Tampa drive another 3.5 hours on my husband’s birthday, call our friends who we had plans with that weekend, and tell them what happened. Our friends and family know to spread the word about this hotel and they also said they will ever stay here, and I advise anyone reading this to do the same. I felt like I stayed at the cheapest motel, and even then, I don't think I would get treated this way. I contacted the GM of hotel Joe Dunann because he was not available until Monday I mean what kind of protocols do you have if something like this is happening, we cannot speak to a manager until Monday, because no one is on call the whole weekend?? So, I told Joe what happened, he seemed speechless didn't really know what to say, and said he would contact me after speaking to his employee ALFRED S. At this point the hotel also charged us the one night and dog deposit, which he said he would refund us. After speaking to his employee almost 6 hours later Joe Dunann called me back with not much to say but stated that the money will be refunded!! WOW from the employee ALFRED S, to the GM Joe Dunann, what kind of business are you operating. I hope whoever is reading this will think twice about staying here, because there are so many great hotels out there, that are truly pet friendly and that have great customer service, but this hotel is as low as you can go with negative ratings on...

My name is Armando Lorenzo. I booked this Hilton property hotel for myself and my employees while we were working the South Florida Fair in West Palm Beach. Being the decision maker for lodging for my staff, I booked 9 rooms for 14 nights for my employees and myself, some even additional nights! The staff were friendly and helpful. When I checked in on Jan 17 I was given room 509 and everything was ok. On the evening of Jan 22 at 9:03pm I was in the kitchen of my suite and saw a small cockroach crawling on the wall by the sofa and I immediately grabbed a napkin and killed it. I didn’t think much of it and disregarded it but took a photo either way to share with hotel staff. That night I went to bed and I was woken up by a weird crawling feeling ON MY FACE!!!! I woke up to another cockroach IN MY BED, crawling on my FACE at 3:57 AM. I nearly had a heart attack and was in complete disgust. I have a video of the cockroach on the bed crawling in the sheets after I woke up and jumped out of the bed. I shared the news with hotel staff at the front desk and I spoke with Kenya, the assistant general manager. I could tell she was embarrassed and sympathetic of the situation. She immediately told me I would be given a new room so they could send an exterminator to the room and take care of it. Unfortunately I had to leave for work and expressed clearly that I was not available to move to a new room at that time and it would have to wait til I returned from work because my fear was that because I had all 3 of my suit cases opened in that room for the 5 nights already spent in there, I was afraid other roaches could’ve possibly crawled into my luggage and I wanted to be sure I could thoroughly inspect and shake off all my belongings while I re-packed and transferred to the new room to avoid taking any cockroaches to the new room. These are small roaches, and that typically translates to infestation. When I returned from work that evening I was greeted by Christoph and he was a total saint. This man was extremely sympathetic and helpful and went above and beyond for me to help me with the move of my belongings from the infested room to the other. As an experience manager for my employer and so many years of customer service experience, my biggest disappointment and the reason for the low rating on this review is the lack of follow up from the hotel management. Not once did Kenya or any other manager representing the brand contact me to ask how I was or if I needed anything else. Not once did anyone reach out to ensure the new room was okay… there was zero follow up which I believe should be the very minimum after that horrific incident I endured. There was a literal cockroach crawling on my face in my bed. I couldn’t go back to sleep. It has now been almost 2 months since the incident (Jan 22) I checked out on Feb 2 and I have yet to receive any communication regarding this matter. This is not what I expect from a...

STAY AWAY! My wife and I had plans for my Birthday weekend, May 4th, booked this hotel for 3 nights! We always travel with our friendly dog/companion and requested a pet friendly room ahead of time. As far as the hotel said that this was a pet friendly hotel and had pet friendly rooms, but our experience was the worst! We checked into our room after travelling from Tampa 3.5 hours or so, we settled in and went out to get a quick bite to eat, went out for no longer than 30 minutes. Came back to our room and our card was not working. My wife went to the front desk and a rep named ALFRED was so disrespectful to her, so rude, and told her that our dog was barking too much and we needed to vacate the premises. WHAT? No calls, no voicemail when we were out and you are telling us that our dog made that much noise in 30 minutes that we needed to leave, you must be smoking something that makes you delusional. We travel with our dog all the time, at least once per month, if our dog made that much noise during our frequent hotel stays, we would not take him with us there are other options such as boarding, but no our dog is the most kind, sweet dog, and he does not bark a lot. So, Alfred also threatened me and my wife saying he will call the Police if we didn't leave within 15 minutes. So, after charging us the full amount for our stay plus dog and security deposit, he said he doesn't care where we are going to go, on my birthday but we needed to leave! My wife demanded to speak to the manager as speaking to this guy Alfred was not getting us anywhere, but he would not contact the manager and kept insisting we leave. People reading this, please stay away from this hotel under Hilton Brand, there are too many pleasant, beautiful, pet friendly, awesome customer service and great hospitality hotels, unfortunately this hotel fails in all of those areas! This hotel is a joke. My birthday and weekend was ruined and the memories I would have created this Birthday I will never get back, because of Homewood Suites West...