I will start with the good. This felt like a relatively new hotel with a nice suite arrangement. I have never seen this homewood arrangement before but i really liked it! It is also right off the highway and while it was a bit tricky finding the hotel it wasn't impossible. In fact if not for the problems mentioned below this would be a solid '4' I think.
Unfortunately quality is more then skin deep. First off, I know this is Texas and there are bugs- but there were a couple big bugs crawling around my room. I was only there a night but I saw three pretty big looking suckers (one looked kind of like a roach/waterbug mix- sorry I don't know my bugs and my picture didn't come out well). Anyway i mentioned this to the manager the next day and well, I question whether it even registered. I was trying to explain what I saw and he couldn't have shown less interest. In fact he seemed to be just brushing off what I said. Odd.
My big complaint though was in the pricing of this hotel. I booked this hotel off the hilton website and did so with the government rate- I wanted to make sure this was allowed so I checked hilton procedures and all indications are that if a government employee/contractor you are eligible for the rate even if you aren't on official duty that night. Since I was heading somewhere for work over the weekend and wanted to split up my trip this wasn't 'official' travel that night. Anyway I booked a rate of $82 a night. I checked all the terms and conditions before doing so to make sure $82 was going to be the rate. I showed up at the hotel and the people at the front desk, while friendly, showed me a much higher rate. At this point it was past 11pm so I was beyond the cancellation point. I explained to them my reservation was at $82 and they said only the manager could override but that he would be in in the morning. I then took the 'sign in' form and crossed out the incorrect rate, writing the right one, and then initialing the form and the change. I gave this to them and they said it wouldn't be a problem. Remember that manager who doesn't care about bugs? Yeah well apparently he doesn't believe in contracts either. He fed me a complete bs line about how he 'couldn't make any changes' with the same disinterest he showed to the bug question. Think about this- I booked a rate, I showed up at the hotel when I could no longer cancel, I was told it would be no problem, I signed for a lower rate, and then magically in the morning I had a higher rate! Well this might obviously not matter to most travelers but this is indicitive of how much the management and this hotel care about their customers....zero.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sir, my apologies that your stay was not up to the level of service we are known for. With respect to the rate, we do our best to honor the governemnt rate, and also offer a government contractor rate for government employees travelling on the weekend. I want to make sure we honor the rates that are booked, and I apologize in any inconsistency you may have experienced.
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With respect to any claim of insects, this is fhe first that I have ever heard. All of our rooms are treated on a scheduled basis from an outside vendor. Our hotel has alwasy earned "Outstanding" evaluations from our Quality team at Hilton. My sincere apologies that you had an issue in your room, I assure you it is an isolated incident and one that we take very seriously.
I hope that we have the opportunity to earn your business in the future.
Homewood Suites by Hilton - Waco, Texas - Management Team
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.