Homewood Suites by Hilton Jackson

We usually book through hotels.com for the best price when visiting our student at Union University. The hotel is comfortable and clean, and the location is convenient. Most of the staff are friendly and attentive.

There are restaurants galore nearby, and this worked really well for our baseball team visiting WTNHCSP. The suites are roomy, with a full kitchenette and a sofa and chair area that was a great place for PS5. The outdoor space has a pool, a great grill and dining area, cornhole, and a fire pit, which the adults enjoyed. Staff were helpful and accommodating. Breakfast and afternoon cookies felt thoughtfully made. There’s a big lobby with room for corporate or intimate meals, and the furniture is well curated. A small business area with a working printer, adequate fitness room, large meeting room, and on-site laundry make the place flexible. Great spot for groups!

The front desk people were so friendly and amazing. They got to know us by name and gave great suggestions for eating, shopping, and seeing the sites. I loved having a washer in the room, since it’s so handy to wash clothes while traveling. Housekeeping, though, was lousy. They don’t clean deeply, so you’re better off sweeping and cleaning the floors yourself and taking your own trash down.

The room was clean, the towels were clean and there were enough of them, and the decor and layout were okay. Everything else made this a very bad stay. The beds weren’t comfortable and didn’t match other Hilton properties we’ve stayed at. Two plugs didn’t work in a new building, the thermostat kept shutting off, the shower had no water pressure, and the bathroom faucet was so close to the edge that I kept banging my hands while washing them. With the elevator out, reaching the stairs meant going outside into the weather because there’s no indoor stair access. I paid for a 2 p.m. late checkout, which showed in the app and on my digital key. At 11 a.m., housekeeping banged on the door repeatedly until I woke up and answered, then gave me attitude even after I said I’d paid for late checkout. The front desk called afterward to explain that the person working the night before was responsible, but didn’t apologize. I was upset and hung up. Then they texted that they understood my frustration but that I didn’t need to be rude. They’d banged on my door until I answered, then called to say it wasn’t their fault. I was as nice as I could be under the circumstances. Instead of trying to make things right, they called me rude. They offered 10,000 points, but nothing ever showed up in my account. Another Hilton property confirmed their screen showed my 2 p.m. checkout, so it seemed they’d also falsely claimed they didn’t know I’d paid for it. I’d checked in digitally the night before and received a welcome text the next day, but nobody told us the elevators were out. We got there at 1 a.m. The woman at the desk asked whether anyone had told us, and they couldn’t give us a lower-floor room because those had already gone to other guests due to the elevator outage. I have a heart condition and had to climb three flights of stairs. There were no other rooms locally at that hour. The hotel could have gained a regular customer. I drive that route often and usually stay at the Fairfield down the road. I’m a frequent Hilton guest, so I wanted to try this new property and perhaps make it a regular stop. Instead, the stay showed that a new building doesn’t guarantee a good experience. Staff kept saying they were new and didn’t know, which sounded like untrained staff making excuses. I gave two stars because the room and towels were clean and the layout was okay, but this ranks among my worst Hilton stays. Hilton is normally good about sorting things out, and that didn’t happen here. It may be new, but it isn’t shiny.