Homewood Suites by Hilton Holyoke-Springfield/North

I stay here often and am looking forward to the renovation. The place could use a refresh to become truly outstanding. Breakfast is excellent, with lots of good toppings for the scrambled eggs and potatoes, including taco-style chicken, salsa, cheese, crema, and Cholula hot sauce. When they have chia overnight oats, brown sugar, blueberries, and craisins make it especially tasty and filling. Along with the location, breakfast is one reason I keep coming back.

My room was clean and breakfast was good, and the woman working there was very friendly. I checked in online as a Gold member and didn't need to stop at the front desk. Still, the two water bottles I should have had in the room were missing, along with an ice bucket and a bar of hand soap.

We’ve stayed at Homewood Suites in Springfield several times, and each visit has been wonderful. The rooms are spacious and very clean, the staff are helpful, and breakfast is the best. It’s in a great location too.

At 11 p.m., my family and I entered the room I’d booked online, number 525, and were hit by a strong urine smell. My carbon monoxide detector started alarming as soon as I unpacked it. For safety, we packed everything back up and waited in the car because we had no other option at that hour. The front desk said the property had “just passed an inspection” and brought up a long-term guest with two dogs whose room had supposedly been “gutted.” The smell and dirty couch told a different story. They also said that due to “the big event in town,” every hotel within 50 miles was full and we “should just stay.” One call to another hotel showed that wasn’t true. I was told I’d get a refund and was given a management business card, but my card was still charged. Management never replied to my email, so I had to dispute the charge with my credit card company and contact the city about the safety concerns. The fire department was concerned too, which left me questioning whether an inspection had actually happened. In the end I had to go to Hilton Global to get the refund I was owed. As a Hilton Gold member, I was shocked that nobody even apologized or offered points for the trouble. This place showed no regard for guests, loyalty, or safety. Whatever you do, don’t stay here.