Homewood Suites Springfield VA

We have been loyal Hilton members for over 20 years and have stayed in Hiltons around the world and I can safely say that this was our very worst experience to date. Our first room had electricity that kept going out we had to put up with it for two days until, late on the third day, the hotel finally sent engineers to look at the issue. (We had a call from the front desk at 8.30 expecting the engineers within 30 minutes but they didn't arrive till much later.) The engineers ripped the room apart around us as we sat there sweltering with no AC and no power, until the staff reluctantly moved us to another room at 1.00, so most of the day was wasted. (The engineers agreed that there was a major problem, they just couldn't find it, not their fault they were doing all they could.) The room we were moved to was right by the construction that was going on and had no hot water. On top of that, it was DISGUSTING (please see photos.) We have never been so appalled by a Hilton stay and would never come back to this hotel and are seriously considering never staying at another Hilton. We complained and got nothing more than a shrug and a lacklustre apology, absolutely not good enough and neither will be any form of half hearted written apology. The photos show the state of the dishes in the room ( we could have taken more) and the horrible mass of body hair that we found in the bedroom.

The hospitality at this hotel was exceptional as was the accommodations. I enjoyed having a full size refrigerator and seating area. This hotel is conveniently located and met all the needs of our stay. Also, Brendan and Andrea were very professional and responsive.

I have stayed here several times throughout the years but the hotel’s service and cleanliness has started to decline. I stayed here two weeks in a row in two different rooms and both times the shower had strands and balls of hair left all over the shower from the previous guests. I find it really disgusting to see hair left over from two different rooms at different times. Makes me wonder what else hadn’t been cleaned as thoroughly. Also, I think the rooms could use a more thorough deep cleaning. The walls have lasting stains on them in places that just doesn’t look good.

Many outdated amenities in the rooms. Only 1 USB port in the room. Bed pillows need to be replaced and offer no support. There was only one operational elevator in a 6 floor building. Garage was dirty. Breakfast was plentiful with lots of seating.

Ive usually had great experiences with hilton in the past, but cannot say the same about this hotel and the employees that actually work at this location. I booked a hotel room for some clients of mine. Everything was going great, the girl on the phone that helped me with the booking was super helpful with some special requests of mine. I found the reservation online and then called and they transferred me to "reservations" so it seems as if she was in a call center somewhere and didn't actually work on site. I forget her name but she was great and super helpful. Paid for the reservation over the phone and saw the transaction hit my card shortly after we hung up. After the stay started is when it went down hill. They had phone numbers mixed up and were reaching out to me thinking I was the guest. And then didnt have my email address even though I provided both my email address and my clients email address. Then I had to extend my reservation for the first time and this is where the customer service fell off. This was on 8/28. I texted Tahmeekah in the text chat that they started with me. She replied "I will have to make a whole new reservation because you did a pre-paid booking. Or if you would like you can make it. - Tahmeekah". Seriously thats your response? I inform you I want to extend my stay and you try to pass off one of your job duties, of extending my reservation, to the customer? That is rude. I respond with "If its not too much trouble for you to make it, that would be great. Please extend it to 9/4." I dont think my response was rude in anyway, despite being met with rudness to a request of mine. And by the way my request gives your hotel more money....So it just seems as if Tahmeekah, couldnt be bothered to help a paying customer. Then on 9/1 they tell my clients that my card on file was declined. Why on earth would you go to my client with that information and not me, the person youve already been communicating with?? That is unprofessional. Tried calling to pay, and it took 15 minutes to get someone on the phone and then they said they couldnt take my card over the phone. What? I already gave you my card over the phone once before when i first booked the initial reservation. Why am I being met with ressistance now when im trying to pay you???? I sent a text message to the established chat from the hotel and Tanveer responded and said "sorry about it I will pass on your message to my manager and will ask him to call you thanks. Please confirm your contact # and your name kindly. Thanks -Tanveer" Again, you are texting me on my contact number, asking me for my contact number? and you already have my name too. Where is the disconnect? Then I get asked by tanveer to provide an email address (that you already have) to send the credit card authorization form too. What? you guys already charged my card in the beginning. which was my response back. then Suraya responded and said "we did not charge. We authorized the card. -Suraya" I responded and said "I can literally see the charges on my card." And suraya's response was "from when to when?" Why am I being asked for common details about my reservation that you should have access too? It seems like no one knows what theyre doing here. Extremely obvious that their our inconsistencies within their training based on the varried responses. Then Im asked whats the last 4 digits of my card by Suraya. I provide those and she says "yes we charged you because they stay from 26 to 30. - Suraya". That response was hard to read and not very professional. I responsed with "I asked tahmeekah to extend my reservation until 9/4. She said she was going to. Suraya's response was "we need credit authorization...send your email address please." I literally sent it a few text messages before this to Suraya. So again, prime example of making me feel like they dont know what they are doing and like Im bothering them when im trying to pay for a service. I provided my email again and then I guess there was a shift change because Zohal responded back 20 minutes later with "We already have extended your stay so you all set." Then 3 hours later I get another message from Zohal saying they need a credit card authorization form signed again. Why didnt you tell me that earlier when you said I was "all set"???? At this point I have lost all confidence in feeling like they know what theyre doing with my reservation and my clients that are staying at the hotel. I sent the authorization over and they confirmed they got it. Then on 9/3 I reach our asking to extend my reservation again to 9/10 and said "please make this less painful than the last time I had ask to extend the reservation." The response I got back from Zohal was "Hi okay I will extend your both rooms until the 10th, but you have to complete the credit card authorization form again. I have already sent it to an email that you provided to us yesterday. Just return it to us as soon us u can, also I want to let you know that our rate is going to be changed and we cannot accommodate you the same rate until the 10th." Why do I have to sign the credit card authorization form again and why are my rates changing but never told me what the rate change was. I think any normal human being would get upset at this point. Not to mention a hotel employee is communicating with me about rate changes using "U" instead of you. Show me where its okay to communicate with a customer in a professional setting by using "U" as you. But that is the trend here, no one knows what they're doing, clearly not trained correctly if i didn't need an authorization in the beginning, gave you one for the first extension and then ask me for it again?? I call them, and ask them whats going on, the girl on the phone says she can forward me to the manager, I accept, it rings and rings and rings and finally I get a voicemail. I leave my name number and request a call back, I never got a call back. I had to call in the next day (the day my reservation is ending) trying to get an answer. I ask why I never got a call back and the girl on the phone says "I dont know". I stated that the customer service is terrible and that this is getting ridiculous. Not once did I curse any profanities at them. The girl on the phone then states the manager will be in at 9am. Never got a call. I called after 9, the girl on the phone says the manager isnt here yet. ok......you told me he was going to be in at 9, its after 9 and hes not there. Is he late? Im going off the information you're giving me and it seems as if that information was incorrect. I called a few more times and the girl would immediately put me on hold after she picked up. You tell me my reservation is up today and checkout is at 11. I am trying to get an answer from your manager after 9, when you told me he is going to be in. Its a time sensitive situation and your manager wasnt there to take the call. No one has told me what the rate increase is yet. I call back again at 930. Finally get the manager on the phone, His name was aaron I believe. I could hear the attitude in his voice the momment he picked up the phone. He told me that his employees stated I was harassing them and cursing at them. Which isnt true, I never cursed at them. Not ONCE. They were just upset because I was making them actually do their job and that I called more than once, again, based off the information that THEY GAVE ME. Aaron of whoever the manager was never told me what the rate increase was and couldnt tell me why I wasnt asked for a credit card authorization form in the beginning and why they needed it AGAIN after already providing it. Also wasnt willing to work with me on the rate for this huge inconvenience and waste of time. He informed me that the hotel wasnt going to extend my reservation. Which was another 7 nights of money turned away. To sum it up, the people that work here do not fit the mold of hilton. They are rude, dismissive, lazy, and lack proper training because of the varying inconsistencies. They did not do what they say. I couldnt get a call back from a manager. I had to repeatedly reach out to them to attempt to get questions answered like a rate change, and still as im writing this review, dont know what the rate change was. Also the poor grammar and text slang?? This is the hospitality industry and you guys initiated the text chat with me and thats how you conduct yourself with a guest? So I took my 7 nights of business right across the street to the Marriot. Made the reservation, even asked them if they needed a credit card authorization and they didnt! It was seamless, smooth, professional and easy. I will be avoiding any homewood suites in the future for personal and business use due to the lack of professionalizm and inconveniences caused by Zohal, Aaron (the manager), suraya, tanveer, and Tahmeekah. If you dont want to deal with customers, get out of the hospitality business. I still cant believe a hotel employee asked me to make a new reservation when I asked her to extend my stay. I actually valet cars at a hotel in Annapolis and none of the employees there would EVER ask a guest to do that. Insane.