We stayed at the Homestead Suites for only a few hours, as we arrived there fairly late and left again at 3 in the morning to catch a very early flight out of Miami. I have to say that I've never had quite an experience like this. To our luck, the person working at the front desk was on his first day on the job, and he was way in over his head. When trying to check-in, he couldn't find our reservation, even though I had my confirmation email. He called someone for support (presumably his manager) and that started an hour long chain reaction of hysterical events, interrupted frequently by other equally amusing events.
Examples of such events included: 1. other guests wanting to order room service in Spanish, whereas the receptionist doesn't speak Spanish and the hotel doesn't even have room service!! 2. A lady desperately trying to get picked up with the shuttle from the airport, and the receptionist trying to locate the shuttle driver who happened to be on break (and also spoke mostly Spanish) and discovering that the driver had gone home for his break!
Eventually things reached their climax as the receptionist threatened to the person on the phone to quit (on his first night!!) because nothing was "popping up bro" on his computer. After an agonizing hour, he finally managed to check us in, but charged me the wrong rate. When showing him the correct rate on my email, he proceded to go through another set of very complex discussions with the mystery person on the phone, and they eventually worked out that they owed me a refund of 12 dollars. Failing to find any other solution, the receptionist proceded to pay me the difference in cash, in one dollar bills, out of his own pocket!!!
This was a very memorable experience, that will serve as excellent story telling material for years to come. Unfortunately though, it's not a hotel I would ever stay at again, "bro"!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I recently received a copy of your review, and wanted to take a moment to respond. Our company prides itself on providing great service and great rooms at great rates, which is why I was so disappointed to read your post. Please accept my most sincere apologies.
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I do appreciate the opportunity to respond to your issue in a way that might be able to help future customers. It's very important to us that our guests know exactly what to expect when staying with us - a great room at an exceptional rate. In order for us to continue offering such value, we maintain fully staffed front desk hours between 7am and 11pm seven days a week. During other times, our overnight staff is always available to check in guests and assist with other issues.
It's not common that we get the sort of feedback you provided, and although it is discouraging to read, it will help us make our hotel even better in the future. Let me apologize again that your stay was not completely satisfying, and assure you that we will continue to listen to our guests in forums like this one or directly (please visit our website and click the Contact Us link at the bottom of the page). I hope we have addressed your concern satisfactorily, and that you would give us the pleasure of having you as a guest again at this hotel or any other Extended Stay Hotels(sm) brand location in the future.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.