Homewood Suites Southwind - Hacks Cross

The room’s accessibility features need to be redesigned from top to bottom. The toilet wasn’t comfort height, which was the feature I needed most, and though the sofa bed was comfortable to sit on, it was too low for me to get up from. That’s on the designers. The desk staff were good, but they didn’t explain whether housekeeping would come during my two-night stay, so no one took the trash out. I’m not surprised there are roaches. There were roaches in the room, and the whole facility needs new carpet. It’s the dirtiest hotel I’ve ever stayed in, and there aren’t even signs in the halls pointing to the rooms.

The neighborhood is nice, and the staff I spoke with were kind and apologetic. They offered extra Hilton points, and later the manager made monetary adjustments, which I appreciate. But the owner needs to make major changes so guests can feel clean and welcome. A generic response to my complaint doesn’t help. I travel for soccer and stay at Hilton about 90% of the time, and I’ve never been this disappointed. I chose this hotel because it advertised a full kitchen with utensils and plates for four, but there was nothing. The room phone didn’t work, so I had to walk to the front desk. The hallway door wouldn’t close, which felt unsafe. The smell in the room and hall was horrendous, the shower floor had hair and stains, there was a dirty mitten in the microwave, water pressure was poor, and we saw a roach. The heat didn’t work, and we couldn’t check in until after 3. Nothing was offered beyond apologies at first, no discount or free night. If cleanliness and promised amenities don’t matter to you, fine, but otherwise do not stay here. This was the worst hotel experience I’ve had. If it were my only option, I’d sleep in my car before returning. I wish I could add photos and video. I’m going to contact corporate, BBB, or someone about this. Do better.

The front office and food staff had great personalities and were friendly and professional. Ann was especially kind. That’s why I blame the ownership and management, not her or the staff. We came from out of state needing a place to sleep, and Ann found another room after the first one was full of roaches. The replacement wasn’t clean either, with dirty sheets and mold in the walls. This older hotel still needs upkeep, and the price definitely isn’t worth it. Travelers beware. I’m also unable to reach General Manager Jamiko. They’re refusing to get back to me. After leaving several messages, they still haven’t called as of 03/16. Unacceptable and unprofessional. Someone should investigate this hotel. They’re taking people’s hard-earned money.

I was staying here because of a family emergency and had booked through Expedia. On the first day I spotted a few roaches and told the hotel the next day, so they moved me. At 2 am, a roach crawled up my body while I was in bed. They offered a full refund, but when Expedia tried to reach them, there was no response. I moved to another hotel, then this place wouldn’t answer the phone and charged me for all 7 days even though I didn’t stay. I usually just read reviews and don’t write them, but never again.