I am an HHonors Silver member and have traveled all over the country. Up until recently, Hilton has been our first choice. No more.
We arrived after 9 days of driving 3500 miles and wanted our last night to be comfortable before heading home. It was not to be.
We arrived and checked in. When we went to the room (which was very far away from the desk), I went to close the curtains and found that the bedroom window was cracked almost the whole way across. It did not appear to be broken all the way through, but I wanted to alert the staff, so that we wouldn't be charged for damage. Incidentally, the window was so dirty that I almost didn't notice. I also noted that there was no ice bucket, so I added that to my items to discuss with them.
Upon approaching the desk, I found the desk clerk engaged on the phone with a couple upset about a charge to their account. Despite her best efforts to handle it, they kept her on the line for a long time while several of us were waiting. I was stunned to hear her say that there is no manager on duty on weekends. I cannot imagine that! The couple next in line had a reservation that could not be found in their system. The clerk addressed my concerns along with that of another guest before getting into a long second problem. I learned that no one had reported the broken window, and that there was no ice. The refrigerators' ice machines did not work, and there was no ice in the vending area, but that we could pick up a bag in the Suite Shop whenever they got it ready. It was already late afternoon. I cannot imagine nearly 100 bags of ice in that small freezer, nor can I imagine toting a dripping bag of ice all that way to our room. Our internet connection did not work. I wanted to pop the provided popcorn, but the "kitchen": was so poorly stocked that I couldn't even find a bowl to hold it. There was no point in trekking back down to the desk for any help there. I had asked if coffee was available and was told, "If there's any there".
If one wanted to visit then vending machine, one needed a room key to access, even though it is inside the property. Unfortunately, mine did not work, so I had to go back and get the other one.
I went back later to see about ice, and the poor desk clerk was still dealing with the missing reservation. Unbelievable. Still no ice, so I gave up on that. In 48 years of travel, we have never been a guest at a hotel that could not even manage to provide ice.
As another reviewer mentioned, we also noticed that the bathtub was dangerously slick, and we cannot imagine that people have not fallen while bathing.
The room was technically a suite, but it appeared to be a fairly large regular room that had been chopped up to make separate rooms.
The final straw was the breakfast. The eggs were good, but the bacon was practically raw, the table was sticky, and there was cereal spilled on the carpet that no one came to clean up.
We in no way fault the desk clerk. These problems are due to poor management, or no management at all. There should be more than one person behind the desk on a busy summer weekend. I will be writing to Hilton about this matter, and if we are not issued a full refund, it may not be an option for us next time down the road. All we wanted out of the hotel was us, but all we got was the bill.
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- Also Known As:
- Homewood Suites Amarillo Hotel Amarillo
- Homewood Amarillo
- Amarillo Homewood Suites