Homewood Suites by Hilton Hanover Arundel Mills

We won’t stay at this Hilton or any Hilton again. I prepaid through Booking.com several weeks ahead for a two-bedroom suite, but less than a week before arrival they told me the hotel was overbooked and planned to downgrade us. First they said Platinum members were prioritized, so my prepaid reservation couldn’t be guaranteed. After that, I got conflicting explanations. Our party of four was given drink vouchers we didn’t use, free parking, and assurances that Booking.com would refund the price difference. More than two weeks later, there’s still no refund. Booking.com said Hilton claimed there was no price difference between a two-bedroom suite and a one-bedroom accessible suite, which didn’t work for our needs. The replacement room was substandard, with beds so low they were uncomfortable. We had booked the space to celebrate my sister’s birthday after she’d recently lost a loved one, and to make sure she was comfortable. We tried to make the best of it, but the room didn’t meet our expectations or standards. We’d stayed in a two-bedroom suite at this property before and it was satisfactory. The way this was handled was highly unprofessional: they contacted me less than a week before the stay with three different stories and effectively kept our money. With so little notice, we couldn’t find other accommodations and had no options. I don’t recommend this hotel.

The full kitchen and comfortable living area made the spacious, clean room feel like a home away from home. Breakfast was fresh, with plenty of choices, so getting the day started was easy. The staff were friendly, welcoming, and ready to help with anything I needed. It was a relaxed, comfortable stay at Homewood Suites by Hilton, in a convenient location. I’ll definitely come back and recommend it to anyone looking for comfort and good service.

Stay elsewhere. Our receipt showed a $250 “carpet damage fee” after checkout, even though the only mess was a few chip crumbs near the kitchen table in a room with five kids. We’d tidied up, bagged the trash, piled the towels in the bathroom, and washed the dishes. There was no extra cleaning beyond the usual and no damage. I believe the staff are sneaking in charges without merit, so check your receipt. I’m not the only person who’s had an issue with staff at this location, as a look at Yelp will show. You can dismiss me as a stranger on the internet and assume it won’t happen to you, but don’t say I didn’t warn you. Email me if this happened to you too, and we can get together to file a class action lawsuit.

My wife and I booked a two-week stay starting yesterday. She got there first at 4 p.m., but they wouldn’t let her check in because she doesn’t share my last name. She said we’d come back by ten. I arrived around 9:30 and was told there were no suites available to honor our reservation. The front desk clerk had no explanation other than that they’d probably oversold. The clerk also said they couldn’t guarantee we’d have the reserved room on the following days either. What’s the point of making a reservation if the room isn’t actually held?