I recently stayed at the Hilton Homewood Suites in Winter Garden, and unfortunately, my experience was far from what I expected from a Hilton property.
Upon arriving at 5 PM, I was given a smaller room than what I had reserved and paid for. The front desk clerk informed me that they were overbooked and that I needed to return to my original room to retrieve my luggage. This was particularly upsetting as I have disabilities that necessitate a specific type of accommodation. Thankfully, after explaining my situation, the clerk was able to find a suitable room for me, but it was frustrating to think that I had made a reservation and still faced such inconvenience.
Additionally, I ordered a pizza for my 11-year-old daughter, who wanted to relax in the room for the night. I received a photo of the pizza being delivered to the front desk, but when I went to collect it, I was shocked to learn that another guest had taken it. I was never notified that my food had arrived, which seemed like a basic courtesy. This mishap forced me to take my daughter out for food at 10 PM, which was less than ideal.
After these experiences, I found myself wanting to spend as little time at the hotel as possible. This stay was not reflective of the service and hospitality that Hilton claims to uphold in their mission statement. I plan to follow up with the corporate office to address these issues, as this seven-day stay was anything but heartfelt.