I stayed at this Homewood Suites property with my family on a post-Christmas trip. A couple of days prior to arriving, I phoned the hotel to both to request early check-in and to discuss my concerns about it's cleanliness after reading some disparaging online reviews. The request was noted and I was assured that my room would be thoroughly cleaned and reviewed prior to check-in. On the day my family and I got to town, I phoned the hotel to see if we could check-in early. Since it was more than three hours before the 3:00 PM check-in time, I was told that my room would not be available until later and to check back. At 2:00 PM, since we were in the area, we went to the hotel. The woman at the front desk informed me that our room would not be available for 1-1-1/2 hours. Because we were tired from our trip and felt that it would be best to wait, we relaxed in some comfortable chairs in the lobby. A little longer than an hour later, when I inquired about the room again, another woman told me that it would be a minimum of an hour before we would be able to check-in. Frustrated, I related what I had been told earlier and that we had called ahead. She apologized, offered to hold our luggage in the hotel along with giving us a key to the pool area, where my kids could go swimming. My wife and kids went to the pool area while I continued to wait in the lobby. I checked back with the front desk again 2 or 3 times over the next 2 hours that followed. Housekeeping had been contacted multiple times and apparently the room had maintenance issues that had to be fixed. Not long before I finally checked-in, I was offered another room that was ready. I declined only because we had a room on a higher floor facing the Disneyland park area. After finally checking in, I used a luggage cart to take all of our bags up to the room. I was met by a maintenance man, who was sent to repair a leak beneath the kitchen sink. My room key did not work, but he was able to let me in. Once he finished, I returned the cart to the lobby and had the front desk give me new keys. With the new keys in hand, I waited for the front elevator (the back elevator was out of service during our entire 7 day stay). After waiting several minutes for the elevator, I got to the room and the keys still did not work. With my frustration ready to boil over, I called Hilton Honors to report the issues before going back to the front desk one last time to obtain new keys. Those keys finally worked. The staff at the front desk was very apologetic and credited award points back to my Hilton Honors account. Despite their genuine concern, I did not get the feeling that anyone was in charge and could actually get things done. As for our room, it was satisfactory. There were some cleanliness issues, indicative of a failure to consistently maintain a standard. Plus, there were some maintenance concerns like the shower curtain not staying shut because the shower curtain rod was falling and not properly reinstalled.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I am very sorry to hear oif the inconvenience we caused you. We did have hotel-wide key card issues that took some time to sort out (we later found it was a system-wide issue). I have to admit we were a bit stumped by it for a brief while. I'm glad that tried to mitigate the long delay for your room to be ready by getting you out to the pool, however the delay in itself was unacceptable and again I apologize for that inconvenience. We'll get that shower rod tightened up.
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