Homewood Suites by Hilton Bel Air

The front desk staff were amazing, but our room was awful and badly in need of a makeover. The TV didn’t work, the living room chair was coming apart at the back, and the furniture was extremely worn. There was also trash left by the previous guest. The hotel itself was nice, but this room was horrible. I definitely won’t come back.

I left my iPad in the room and didn’t realize it until I’d reached Nee York. I called, and they found it. A staff member, Mr. Oliver Stephen, sent it back to me in NYC, which I really appreciate. This is a lovely hotel in a quiet setting, with what I think are two other hotels nearby. Breakfast was wonderful, the rooms were clean, and the staff were excellent and friendly. I’d happily stay again whenever I’m in the area. ❤️❤️❤️

I’m a Hilton rewards member and booked the Hilton in July as part of a wedding block, with confirmation that I’d pay when I arrived. Before leaving NYS, I called on Wednesday and Thursday because I was nervous about the six-plus-hour trip while disabled. I told the front desk I’d be driving after work and might arrive between midnight and 3 a.m. They noted my account and said Friday was all set. Around 11:30 p.m., I checked in on the app, which said to show my ID and pay at the desk. I got to the Hilton Garden Inn around 12:30 and was told, rudely, that my room had been sold because my “card declined.” My card hadn’t been charged. When I later had to pay at the Homewood Suites, I got a fraud alert, so I know that charge would have shown up. I explained that I’d called twice and booked months earlier, but he said, “well, that was last week. Go see if they have something next door.” The Hilton was sold out, and even after I showed him my app reservation and room number, he repeated that he’d sold it to someone attending a wedding. I was part of that wedding block. I went to the Homewood to look for another room instead of insisting on mine. They had just one, a king suite with a pullout couch, so I had no choice but to take it. My driver had to sleep on a very crappy, dirty, dingy pullout for two nights. The next morning, I asked Mouna, manager of both locations, for reimbursement because the front desk attendant had mishandled things. She refused. I had to call corporate to get any help. This independently owned business didn’t want to fix its mistake. If I go to Maryland again, I’ll avoid these Hilton hotels. Beware of these guys!

As soon as we opened the room door, the musty, old smell hit us. The living area furniture, couch, chair, and ottoman, was disgusting, covered in stains and looking like it had been taken from a garbage can. In the next area, one of the two queen beds had a huge yellow stain that went through the bedding in the same pattern. The carpets were badly stained and filthy, the ceiling fan was loose and wobbling like crazy, and the AC unit was broken up and extremely dirty. I took photos of it all. I called the front desk because I wasn’t going to settle into that room. They said they’d look into another room and call me. While waiting, I checked the Garden Inn across the street online and saw a queen room that could fit us. At the desk, the employee said that hotel was sold out, though when I called the Garden Inn myself, they had rooms available. She offered two king rooms, but my family didn’t want to split up. She was rude when we declined the room and kept saying she knew about the problems, even after we offered to send her photos. If she knew about them, why put a family in that room? I’m extremely disappointed in a Hilton hotel and will never stay here again. I’ll tell everyone I know to avoid it. I hope they fix the room and replace some of that disgusting furniture.