Homewood Suites by Hilton Saratoga Springs

We'd happily stay here again, especially with Tree House Brewing right next door. The place seems very well managed. Our room was extremely clean and comfortable, the staff were friendly, and the complimentary breakfast and snacks were a lovely extra.

We were in Saratoga for another week after a terrible stay elsewhere, and finding this place was a relief. Our one-room King suite had plenty of space for the three of us and cost the same as the hotel we'd originally booked. We plan to stay here whenever we're in the area from now on. The property was spotless throughout, from the suite and bathroom to reception and the shared dining area. Everyone was welcoming, parking was free, and the shower had good hot water and pressure. The bed and pillows were very comfortable, and the blackout curtains helped me get the best sleep of our two-month vacation. Our adult son also found the pull-out sofa bed comfortable. Breakfast was consistently tasty, with a good range of options and fresh fruit each day. Pim was a real asset: she worked hard keeping food and drinks stocked, cleaning, and greeting guests with a smile. The part-time woman working over the weekend was friendly too. Even during busy weekends, including one with a children's party, the suite stayed remarkably quiet. We only occasionally heard something in the corridor. We could tell when the plumbing upstairs was being used, but it was minimal; we didn't hear voices, TVs, or footsteps from above like we had at other hotels. I guess the walls and floors are well insulated. The hotel is close to places in and around Saratoga Springs. Its gym was the best we've seen at a hotel so far, with a cable machine, a nice range of hand weights, several treadmills, and a stationary bike. Wi-Fi was fast, and the pool looked very clean. We also enjoyed the Thursday night mixer, where we had bangers and mash. The shuttle into town and back was really convenient. No cons for us.

We booked a room a week ahead for my wife's 9yr Olds birthday party. Everyone we dealt with before check-in knew about the party and said it was fine. We enjoyed the hotel, used the pool, ordered pizza in the small breakfast dining area, and then went upstairs for birthday cake. At about 8:30 am, the manager called to say she'd heard we were smoking in the room. I stayed calm and explained that we had kids with us and don't smoke indoors. Her manner felt unfair and unprofessional. After checkout, I saw a $250 charge. When I called, she said housekeeping smelled smoke, so they charged us for smoking. I told her again that we had not smoked in the room. She also said the whole property is non-smoking, though there are designated smoking spots with ashtrays. What are those for? I've seen other reviews mentioning questionable charges, and I feel the first shift manager is charging people just to take their money. We won't stay here again. The manager also asked my wife who had told us we could have the party there, as if she had a problem with us using a hotel we'd paid for. Customer service has really gone downhill. I'm also a Hilton employee and Hilton Honors member. Update: The manager didn't like my review and fired my girl because of it. She told her I shouldn't have posted a bad review since I work for Hilton. That doesn't seem professional. At this point, I don't expect management there to do the right thing. I don't care what anyone thinks, and I'm prepared for whatever comes from this review. If it doesn't involve the $250, you're wasting your time. When I wanted to make a complaint to corporate, she didn't have time to answer the call relay. Someone told corporate there was no manager on duty, yet she was online watching reviews. I was also told there was nobody onsite in human resources when I wanted to complain there. I'm only writing about my experience as a customer. She offered several times to return $100 of the money she'd taken. No, I want all of it back ASAP.

The staff were amazing, and our room was wonderful. The property was clean and nicely kept. There's a brewery and pizza right next door, too. Highly recommend.