Homewood Suites by Hilton Somerset

I stayed at the Homewood suites for a total of 9 nights. At first it was 5 nights (17th-22nd) , but I extended my stay twice (4 additional nights and 1 night) as I was apartment hunting. The free breakfast options is my favorite, and for the most part the staff is nice. My issue arose with miscommunications with housekeeping. Posted on the bathroom is a disclosure that states house keeping cleans guests rooms every other day. I only had my room cleaned once during my stay the first 5 nights (Thursday the 19th was when they cleaned my room) I did not make a big deal out of it because it was just myself in the room, and I know how to tidy after myself. The issue arose when even after I extended my stay two additional times, no one had came to clean my room. I had to go downstairs myself to the front desk to ask for towels and toilet paper because I was running out. What was even more frustrating is that a member of house keeping knocked on my door Sunday morning (house keeping does not clean on Sundays) and asked me if I wanted my room cleaned. I responded yes I did, and was told I would be out on the list. Monday, Tuesday, and Wednesday came and went with no one showing up to clean my room. Thursday morning I caught housekeeping cleaning the room next to mine, and I asked them if they were going to clean my room today. The employee I spoke with told me yes. Imagine my surprise when I returned less than 10 minutes later and asked them if they cleaned my room; only to be met with No, no one told us we were cleaning your room. I tried to explain to them the situation, as well as how I spoke with a housekeeping employee when they were literally in the room right next to mine. They told me to go to the front desk. I relayed the information to the front desk, where they informed me someone would clean my room. The female staff who was sent to clean my room was the same woman I spoke with in the hallway. She give me attitude and was very short and rude with me. I reported this incident to the housekeeping manager, and he did not seem as if he was going to do anything about it. I had planned to extend my stay for three more nights, but decided to take my business elsewhere . I escalated this issue with hiltons customer’s service, where they finally resolved my issue. My stay overall other than this nonsense was very pleasant. Would I check back in again, I would. The staff needs a refresher in customer service etiquette.

Breakfaat & housekeeping needs to be improved a lot. The breakfast items for most of them were not refilled & the lady says over or finished in the first hour. Room cleaners were not consistent as the rule says they come every other day. We had to complain & then it got bit better. No consistency in deep cleaning days as well. One bedroom room was bit smaller in this hotel.