Homewood Suites by Hilton Fairfield-Napa Valley Area

On my work trip I also wanted to visit my grandma's memory care facility. I planned to extend my stay for another week after moving out of room 304, but the female front desk employee refused, despite having seen all my photos that morning on 02/08. Her insulting, disrespectful service made me move my weeklong reservation to another hotel. Male front desk employee Cleo was professional and efficient, and I saw him helping other guests well, so I had been willing to stay longer if I could get a different room. There was a maintenance issue in room 304, and I had to move. At the front desk, Cleo said a room would be available the next day. My hotel reservation # was 97206103. I reported the problems at the desk and by text on 02/07 and 02/08, but Ms.Den/ Denis (IDK her name), the female front desk employee, took no effective action. She refused to move me to another room on the morning of 02/08 and seemed extremely unprofessional. Whenever I went to the desk, she was hiding, and I never saw her there. At checkout I asked for a receipt and called out “Hello” several times, politely and loudly, but she wouldn't come out or listen. On the morning of 02/09, the breakfast attendant ran over from breakfast to help me. She called Den, but Den stayed in the office with excuses and wouldn't come to the desk. The front desk was unattended while I waited, and even after the breakfast attendant called again, the staff member still wouldn't come give me the receipt. The breakfast attendant was effectively acting as front desk staff, so I asked her to email it to me. I travel to different states for work and stay at other IHG and Marriott hotels, and I've never had this happen before. The hotel needs to address the fire risk and health safety issues, including damaged and broken microwaves. The couch also looked like it had dog or human urine stains.

What a terrible night. We had a very early start, but could hear people stopping and screaming through the paper thin ceiling and walls while we tried to settle down and sleep. The room had a really strange smell too, and there weren't any other rooms to move to. It took a mile of walking just to reach our room. The bedroom TV had two remotes, and one switched it to static. It couldn't be fixed, and maintenance was gone for the night, so there was no TV, just more noise from the screaming people and what sounded like elephants. I wish I hadn't had such an important day after a night like that. I couldn't wait for it to end.

I've stayed here for weeks at a time recently, and thought it was a good place. Then a week after checkout, I was charged another $300, and they have no record of it. The first woman I called did say she could see the charge, but when I spoke to a manager he couldn't find anything. I also left a ring there. I remember taking it off to wash my hands and leaving it on top of the coffee pot, but they can't find it. John the manager was rude, unhelpful, and not at all empathetic about either the missing ring or the extra charge. I've called numerous times, and every time he talks over me, acts rudely, and doesn't apologize once for the overcharge or missing ring. He just says, “well my housekeeping wouldn't steal.” On my seventh call, he hung up on me after I said he was being extremely rude and unprofessional.

It was clean, peaceful, pet friendly, and accommodating, with a great breakfast. Everything was covered well and I'd definitely return without hesitation. My only little “ahhh bummer!” was that there wasn't a bathtub in the room. Not a big deal, but worth mentioning.