Homewood Suites by Hilton Sarasota

We had a good stay overall, with helpful, friendly employees, clean rooms, good breakfast, and nice facilities. The hallways got pretty warm because there was no AC there. Also, the kids' sofa bed frame wasn't flat, so we put the mattress on the floor instead.

Breakfast was fantastic, and Kathleen kept the area spotless while making the morning run smoothly. As breakfast manager at Hilton Homewood Suites, she greeted everyone like an old friend, and her upbeat energy set a welcoming tone for the day. She clearly cares about people, and made my stay feel like home. Hilton is lucky to have her.

We found live bed bugs on the pillowcase and inside the pillow as my family and I were getting ready for bed on our first night. I reported it immediately. The desk staff said there were no other rooms, and when I asked them to help find a room at a nearby Hilton, they said they couldn't or wouldn't. I asked for a manager, but one was on vacation and the other didn't respond to a text. No one offered another solution, so my family had nowhere safe to sleep. I called Hilton customer service myself. They were professional and understanding, and arranged a complimentary room at another hotel. I was told the general manager would call the next day, but no call came that day or the day after. Later, we saw a charge for the second night. My husband eventually contacted the GM, which we had to do ourselves, and was told that although the hotel found no evidence of bed bugs, they would issue a refund. Had we not checked our cards or contacted the GM, we wouldn't have received it. The lack of available rooms and the bed bugs themselves may have been beyond the hotel's immediate control. What disappointed me most was the lack of empathy, customer service, and follow-up from the desk and general manager. After reading other online reviews mentioning pest control problems and poor management follow-up at this location, I'd strongly advise travelers to be cautious about booking here.

The pool, fitness room, and breakfast were positives, and breakfast had a decent selection. But the room was uncomfortable and poorly kept: it smelled of cigarettes, the toilet didn't flush right, the beds were very small, the wallpaper was peeling, and there were cockroaches inside. Since room comfort matters most to me, those problems outweighed the good parts. For what it costs, I wouldn't say it's worth the money, so I'm giving it two stars.