Hilton Garden Inn Homestead

The room had several problems from the start. When we arrived, the towels were stained, and there was an unpleasant hair in the toilet even though the room was supposedly being handed over to us. The hair dryer was damaged and had to be replaced. The AC unit made such a loud, awful noise that sleeping was impossible, and one night we saw small cockroaches crawling around the bathroom sink. Breakfast service was terrible. It took a very long time to get attention, items often came out wrong, and many things on the menu weren't available. Drinks sometimes arrived after we'd finished eating. Staff repeatedly ran out of basics like milk, coffee, and sugar and didn't refill them in good time. One morning there was no bacon, orange juice, or cups. We had to keep asking the waitress to restock things because no one seemed to be watching those details. Housekeeping didn't refill the liquid body soap in the shower. When I came back at night and found there was none, I asked the front desk for a bar of soap, but the receptionist said they didn't even have one to give me. That was a letdown. I wouldn't stay at Hilton Garden Inn Homestead again or recommend it to anyone. At the nightly prices here, you can find something a thousand times better.

The breakfast was the biggest letdown. Much of the menu wasn't available, and when we tried to order a three-egg omelet, the kitchen said it didn't have enough eggs. That felt poorly managed. Staff spoke very limited English, which made it harder to communicate. I'd strongly advise against booking with breakfast included if you can avoid it. You'll likely pay extra for little value and eat elsewhere, especially if a carb-heavy breakfast isn't what you're after. The room was clean and a reasonable size for a family, and the location is handy if you're heading toward Key West. There was plenty of free parking and several good restaurants nearby. But service was poor from arrival: we waited for someone to show up at reception, and nobody gave us basic information about breakfast or Wi-Fi. We were two adults and two children, but got only three towels.

After returning from a wedding with my family, we arrived around 1 AM. I asked Edwin, the lobby staff member, a simple question about breakfast. He wasn't offensive, but he was rude and dismissive, with an unprofessional, discourteous manner that left a bad impression. I know it was late and people are tired at that hour, but basic courtesy shouldn't depend on the time. After a long trip, I expected a polite answer. Very disappointing, and not what I expect from Hilton.

We spent $200 on Thanksgiving dinner and DoorDash because this hotel, as far as we were concerned, left us with no other option. I called in late October and again in early November, and my father called a week before check-in. Each time they assured us to make a reservation because they were definitely serving Thanksgiving dinner. We arrived the day before Thanksgiving, and staff said they'd decided to do nothing. There was no apology or concern. My father complained and was ignored. After people had spent the day asking about dinner, they put up a No Dinner sign late at night, nearly 8 PM. The owner is lying when they say otherwise. We called repeatedly and were assured they would do something. The front desk was often empty, and I added pictures showing the barren desk with no representative in sight. I asked for butter packets and got no, asked for a spoon and got no, and needed help with the printer only to be told to do it myself. That's apparently what they consider a business room. Staff couldn't answer questions, and the answer to everything else was no. My father asked for coffee, which they charged for, and they handed him cold coffee. When he asked if it could be warmed, they told him to do it himself. They also put us in a room right next to one with a quarantine. Horrible, horrible, horrible. What a death trap of a hotel.