The setting of this hotel really deserves four, or even five circles. However, there were some dramatic problems that should be resolved in short order.
Check-in was great ... the clerk was really happy that I was able to assist her in getting her Spanish speaking maintenance man to complete a chore. She went out of her way in trying to accomodate my request to be on the water - rather than the street - side. (Although I actually felt that this should have been automatic, given that I am a Diamond level HH member).No worries there, it was done.
The breakfast was above average, and the employees manning the area were cheerful.
Now comes the main issue - it is the Saturday before Easter. We return to the room about 9:30 PM after having been out since ten in the morning. The room was not serviced AT ALL. The bed was not made, the towels were not replaced, nothing, nada, zip.
We called down to try and get some clean towels (at least), and were told that the housekeepers had gone home. (??!??). What? No 24-hour staffing? Come on, this is a Hilton property in a major metropolitan area! That corner just can't be cut.
Just after we had a maintenance fellow come up with a couple of towels for a quick shower, and some slumber - the fire alarm went off. (I realize that is not the property's fault, but a courtesy apology would have been welcome).
We checked out fairly early on Easter Sunday, and headed for Colorado Springs. From there, I called Shelly Moranville (the GM of the Oakland property) first thing on Monday morning. She did not return my calls, and I finally managed to get a hold of her, via the front desk staff, late in the afternoon. Ms. Moranville explained that she had been out of town the previous week (doesn't that mean that she leaves a competent second-in-command at the helm?), and that possibly some things had not been properly attended to (ya THINK?)
She said that housekeeping had experienced some sick calls, and that some rooms hadn't been serviced. Matter-of-fact, no apologies. I was flabbergasted. In lieu of the Hilton Guarantee (i.e. refund on one night's stay) she magnanimously offered us another weekend night. The jury is still out.
In summary, the property is nice, but the management has taken a minimalist approach to staffing - and it shows.
- Reservation Options:
- TripAdvisor is proud to partner with Hilton Hotels Direct, Booking.com, Expedia, Priceline, Travelocity, Agoda, Hotel.de, Reservation Counter, HRS and Despegar.com so you can book your Homewood Suites by Hilton Oakland-Waterfront reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
- Also Known As:
- Homewood Oakland Waterfront Hotel Oakland
- Homewood Suites Oakland
- Homewood Hotel Oakland