Homewood Suites by Hilton Jackson Fondren Medical District

The bed was the best part. I slept well and would take it home. Staff were friendly, which is the only reason I wouldn’t give this zero stars. The floors were so dirty my child’s feet were black after we’d been in the room less than 30 minutes. In the first room, the tub knob was broken so we couldn’t shower. We moved, but the next shower was dirty, like my five-year-old had cleaned it, and a bug flew around while I was showering. The floor was supposed to be smoke-free, but it wasn’t. I was exhausted from a long day of travel, or I would’ve left. I don’t understand all the great reviews. This place is subpar and not worth $184 plus taxes. Please be honest in reviews, because that’s how I choose hotels. At a minimum, invest in carpet cleaning at least once every three months and do a deep clean. Do better, Hilton.

We had a great stay over two months while our baby was in the hospital, and the staff were trying their best. The room was nice, and staff were friendly and helpful. Ken at breakfast was always a pleasure to see, and Lashondra was professional and reasonable to work with, offering us a very fair pricing scale. There were some hard parts about staying there every day. Parties in the dining area often went late and sometimes spread into the entrance. The elevators rarely both worked, though I think they were waiting for parts. Our housekeeper almost always left one thing undone. Even with those hiccups, we had a great stay.

The hotel and rooms are beautiful, but the odors were overpowering in two rooms we considered. I’m not sure whether it was deodorizing spray in the hallway, Shea, mango, or coconut butter products in the rooms, or both. The smell brought on a serious asthma episode before we even checked in, so we had to leave and find another hotel. If you don’t have allergies or asthma, the rooms are nice and the property is beautiful.

The elevator repeatedly got stuck during my stay, which raised safety concerns and added to an already awful experience. I checked out immediately after being warned about noise complaints I’d never been told about before. They said we’d have to leave if there was another issue, but there’d been no earlier notice. At arrival, my room wasn’t ready, so I had to wait while it was cleaned. The room I was assigned had no towels. Manager Brian was leaning on the front desk and didn’t acknowledge or address the problem. As we came in, he’d also made an inappropriate, snide comment implying we were there to party. It made me feel judged before anything had even happened. During our conversations he called me “boo” and “love,” as if familiar pet names could smooth things over. That was uncomfortable and unprofessional. At checkout, I was told I’d get a refund and a call back, but the call never came. They also said I couldn’t get my checkout paperwork until the following day because of a system reset at 12:30, which was another hassle. The poor communication, unresolved facility problems, and lack of professionalism fell far below acceptable hospitality standards. I expect the matter to be taken seriously and addressed.