Homewood Suites by Hilton Albany

I drove from Massachusetts to Albany with my two children for an overnight stay so they could swim and have a special evening. I’d accidentally booked the wrong Friday through Booking.com. When I explained the mistake in person to the manager on duty, Angelo Cisario, I was first told the reservation could be canceled for a refund. Then I was told cancellation would only happen if I paid to book another room that night at a higher rate. I’d already paid and was willing to cover the difference, but couldn’t afford to lose that payment and pay for a second room too. This happened in front of my child, and I had to explain that I couldn’t pay twice just to get help canceling the first booking. We left and drove all the way back home without staying. I wasn’t using a room, and I’d tried to sort it out respectfully and in good faith. The lack of flexibility or empathy was astonishing. I rarely leave a negative review, but this was upsetting. Refusing to help a family with a simple date mistake when they aren’t even occupying a room felt like greed, not hospitality.

It’s an older place that’s starting to look worn, but it was comfortable enough for a basic stay. The location is convenient and there’s plenty of parking. It isn’t a luxury hotel, but it gets the job done.

We were especially impressed after a storm, when we woke up to find the cars cleared off. Such a thoughtful thing to do. The staff were friendly, everything was very clean, and our room had been beautifully renovated. We stayed over Christmas and had a great time. It was pet friendly and worked really well for our dog. We’d absolutely come back.

Breakfast was the highlight, with lots of healthy options and genuinely nice staff who kept everything clean and well stocked. The room was spotless too, and I was surprised to find the coffee maker clean. At other hotels I’ve had to wash one thoroughly before using it. I stayed in September and was really impressed by the staff. I don’t understand why this hotel’s rating isn’t higher. I notice when a place takes cleanliness seriously.