Homewood Suites by Hilton Albany Crossgates Mall, NY

The mall is just a two-minute walk away, which makes the location great. My suite was huge, the bed was really comfortable, and the shower was great. Breakfast was good too. I’ll definitely stay here again.

I’ve been staying here for a couple of months for work, but recent events have left me feeling I need to share this. A few days ago I found that a hotel staff member had tampered with my toothbrush. It was disgusting and made me feel that my privacy and personal space weren’t respected. I reported it to the front desk, but she was dismissive. I followed up with the female manager and got the same response. Days have gone by, and they’re still not helping. It feels possible they’re trying to protect the employee. I haven’t received an apology, reassurance, or any meaningful effort to address my concern. I was left feeling unheard and unsafe in a place where guests should be able to relax and trust the staff. With this breach of privacy and the lack of professional management, I can’t recommend the hotel. I hope they take this seriously, improve staff training on guest privacy, and handle complaints more responsibly.

The only reasons this gets more than one star are the decent breakfast and friendly staff. The room itself felt unclean. There were stains on the carpet, spots on the bathroom ceiling, and the shower gel dispenser was empty. The dishwasher was running when we arrived, but the plates inside still weren’t clean when it finished. The bed was awful too. Its fitted sheet barely stayed on the mattress, and the pillows offered almost no support.

The room was fine and clean, but the noise from upstairs made for a miserable night. We tried to sleep around 10pm when a loud party started overhead. We waited to see if it would settle, but it got worse. My husband told staff, and an hour later the noise was still going. When I went down, they said they weren’t the people he’d spoken to and that we’d need to complain to them another 2-3 times before they could do anything. They said they could only talk to the guests. I don’t see how they did, since the noise carried on until well after 2am. My husband went down again around then and saw police there, ready to deal with it, but we’d already had enough. We had to get up at 6am. The next morning staff recognized us and said, “see we've got you...” There were probably 30 people at the party, so yes, we knew. I’m not saying the hotel was necessarily at fault for the party itself, but the way it was handled makes it seem like this happens often.