Homewood Suites by Hilton Indianapolis Carmel

Michelle, the front desk manager, was the most helpful and accommodating manager I’ve ever encountered. I saw her treat both guests and employees with kindness, even offering the cleaning staff coffee or soda. Our room had more than we needed and was great for the night before my son’s surgery nearby. We’ll stay here again when we need to.

One of the worst hotel stays I’ve had. We arrived for a baseball tournament, with the room booked since December, and were told my reservation had been cancelled. The GM was very unprofessional. The one night we did manage to stay, the rooms weren’t clean. I wouldn’t recommend this hotel.

We were almost finished cooking lunch on the outdoor grill when a very rude woman confronted us, said the area was closed, and wouldn’t let us use it. Hotel staff had told us where the grills were and that they were first come, first served. She called the police and had my family and friends kicked out before we had a chance to do anything. I’ve spent over 200 nights at Hilton properties and never had an experience like this. Hilton Honors customer service was nearly useless, and more than 24 hours after I filed a complaint, I still hadn’t received a call back. Staff at other Hilton hotels have always been courteous and helpful. This place was well below Hilton’s customer service standards. Your response is full of lies. She was the aggressive one. Even the police said, “this is now the dumbest call I have ever been on”.

Our baseball tournament group booked here mainly for the courtyard and the grills listed online. We started grilling with permission by email, but staff came out and told us to stop. The front desk clerk got mad when we showed her the email and called the police. They were shocked too. Our rooms were locked and the whole team was kicked out over using the grills. Nobody in our group was rude to staff. It was the other way around, and the hotel refused to acknowledge the communication about grill use. We packed up and left when asked. Our coach apologized for the inconvenience, not for behavior, because we were not hostile, even after law enforcement was called over a grill. The hotel did reimburse us for the night and sent the GM to apologize, so I assume they realized they were wrong. I hope the tournament director removes this hotel from the “Stay to play” list.