Homewood Suites by Hilton Oak Creek Milwaukee

The breakfast had a few bright spots, especially the bacon, and the eggs were served looking jellified rather than fluffy. The coffee tasted like burnt beans, and the potatoes had a mild lemon-like note with a lot of pepper. I wondered if lemon balm was used, since that flavor threw off what should have been a savory side. The chia seed cup, in its current form, shouldn’t be served again. The room was reasonably equipped for the price, with a comfortable bed and a generously sized TV. Its browns, silvers, and grays worked together but gave the space a subdued look. The doors were noisy when closing, like each one was being slammed, and could use a softer mechanism. The lobby looked good, with appealing lighting and carpeting and decor in colors that blended well. But my first interaction at the desk was poor. Room 1** had a very offensive smell, as if a chemical scent was masking what seemed like a strong pet odor. When I told the female front desk staffer, she assigned us another room on the floor, but showed no concern or eye contact. Asked where it was, she just pointed the same way while looking at her screen. She didn’t smile, welcome us, explain which direction to go, or mention checkout time. She had no jacket or name badge, and came across as disengaged and lacking pride in representing the brand. I think she needs training or reassignment. It’s a three-year-old hotel with room to grow, and some of these basics should have been easy to get right. I might stay again. It wasn’t a disaster, but the areas I experienced need improvement. You only get one chance to make a first impression, especially in hospitality.

The people at Homewood Oak Creek make it feel like a clean, roomy home where you’re treated like family, the favorite kind you actually want around. Mabel and Heather in housekeeping handle requests and concerns even when they’re outside their zone, and the housekeeping team overall does a really good job. At the front desk, Patrick, Jerry, Terran, and Mina are kind and helpful. Sara and Kaziyah deserve another mention there too, because they’re that awesome. John, Perez, and Doug keep maintenance running smoothly, and John is just as friendly at the manager’s reception. Eria took over breakfast with big shoes to fill and did it without missing a beat. The food is fresh and well stocked, and the area stays clean. Melissa, the owner, listens to concerns and deals with them when they’re raised, though her great Oak Creek team usually takes care of things first. I travel for work every other week and book here whenever I can. I’ve tried several Hilton brands, and Homewood feels like the best mix of quality and price. Each visit goes beyond what I expect. The rooms are clean and spacious, with what I need to cook for myself and my dog when we’re tired of eating out. When I have a travel companion, there’s enough room for them to relax while I work without us getting in each other’s way. The pool and gym are kept up well, and there’s a grill and patio furniture for fresh air and unwinding. With a demanding job, a consistent place to stay makes it much easier to focus. This is the best hotel I’ve stayed at, whether you’re here for business, with family, as a couple, or in a group. I reached diamond status here two years running and hope to make many more visits. Thanks to the Homewood Oak Creek team!

We spent three hours trying to check in, which meant missing time we could have spent enjoying the hotel we’d paid for. I’d booked through another company and waited on hold with them for an hour. They confirmed the reservation was there, but the front desk employee kept saying it wasn’t. When we asked for a manager, she said they couldn’t look up reservations made outside the front desk and walked away. My husband then called corporate and waited about 20 minutes. They said they’d had our reservation for hours. Only then did the employee say she hadn’t realized we had one. Corporate filed a complaint and apologized, as I’d expected the front desk to do. If this wasn’t discrimination, why didn’t she find the reservation when corporate had it? I was cordial and gave her the benefit of the doubt, but I felt the staff were treating me differently because my skin color was different from theirs. The manager never called me back. When I first arrived, I had to look around for help while several employees were gathered behind the reception desk, gossiping about their tasks and coworkers, swearing, and messing around. It was unprofessional, and the employee seemed annoyed that I interrupted. I have a record of the swearing and gossiping. I should have taken it as a sign to cancel and find another hotel. I also heard employees cussing in the back room behind reception. After the long check-in ordeal, I was ready to eat, but the waitress said they were out of all entrees and most appetizers, while people around me had food. The restaurant still had three hours before closing. It felt like the twilight zone. I won’t come back or recommend staying here until the staff issues are addressed. I wasn’t the only person upset with the service.

She was rude as soon as she started talking to me. When I tried to explain my situation, her response got even more aggressive. Someone else would be better suited to work the front desk.