Homewood Suites by Hilton Alexandria / Pentagon South

The breakfast had a good range of choices, and there were lots of different kinds of restaurants nearby. The location suited what we needed, and we liked the room, especially the fireplace on a cold day. There were a few small blemishes, like a stain on the kitchenette counter, wall scuffs, and a paint spot on a door, but they didn’t affect our stay. Our delayed flight meant arriving at 3 AM. The front door was locked, and we rang the bell for about 10 minutes before someone let us in. Once inside, the host was very helpful and nice.

After finding a bug on one of the bed pillows in our suite, we asked to have the sheets and pillows replaced. While we were getting ready to deal with that, my family and I saw a mouse in the room. It was 1 AM, and we were visiting the area with nowhere else to go right then, so we accepted a move to another room and left as soon as we could the next day. The hotel’s decor and general setting looked like the website, including the rooms, but the pests were shocking. I do think the staff handled the situation appropriately. The hotel needs to address the bugs and mice so other guests don’t have to deal with them.

I walked in without a reservation because I needed somewhere at the last minute. The staff welcomed me professionally and warmly, quickly found me a room, and made me feel valued as a Hilton Gold member. The night agent especially went out of their way to make sure I was comfortable and was available for questions or help. The apartment-style suite was a pleasant surprise: exceptionally clean, comfortable, and very spacious. Service was great from arrival through checkout. As a Gold member who has stayed at plenty of hotels, I was impressed. I’d absolutely stay again if I’m in the area and recommend it. This was a strong example of Hilton hospitality in both service and room comfort.

I was disappointed by the customer service. After digital check-in, we asked Ridvan for bottled water because there wasn’t any in our room. He said it had already been given during check-in. When I explained that we’d checked in digitally, he called me “suspicious.” Suspicious for asking for water? I’d also already raised several problems with the room, but nobody offered a room change or another solution. All he said was, “Thank you for letting us know.” The lack of empathy and professionalism was unacceptable, and the experience didn’t feel like good value for what I paid.