-
December 2023 by Iris T.
The toilet overflowed starting at around 6 am. I called the front desk to request maintenance and they told me maintenance could not help me until 9 AM. I requested a plunger and they refused. At 9:45 AM I called front desk to ask what happened to the maintenance who never showed and they told me they forgot. Maintenance finally repaired the toilet at 10:15 AM, checkout was 11. For five hours, my partner and I had to run out of our room into the hall and outside our building to another entry in 45 degree weather to use the bathroom in the hotel lobby. Our room's bathroom had an inch of water which was seeping into the carpet. I paid hotel prices for sub-hostel service. On top of that, they charged me for two parked cars. We only parked one car in the lot. Front desk workers hide behind a column during their shift so guests are unable to see them on approach from the hall or any major entry. It is evident they do not want to help customers if they are literally hiding from customers. It leaves a horrible impression for guests and feels really shady.I asked front desk if I could have compensation for the five hours of overflowing toilet and they refused. Five days later, after calling and asking for Manager Dennis Barris every day, I still have received no response. It was a horrible stay, I regret choosing this Hilton.
-
December 2023 by ali vandoren
No one should stay here. It doesn't even deserve to be a Hilton branded property. Unhoused persons were allowed to stroll in and out of the lobby and parking lot, creating a real concern for safety. Throughout the property, the carpets are stain and have threads ripped loose. I booked a 2 BR suite. The connecting door wouldn't even lock. The windows in all 3 rooms wouldn't close and since the room faced the highway, it was very loud in the room. The heater, which had a broken outer, only worked in one BR so the entire suite was freezing in the morning. One toilet wouldn't flush at all. The towel rack was bent. The tile is cracked. The furniture was worn out and appeared to be 4th hand. The veneer was often chipped or coming off in chunks. The pots, pans, and other dishes resembled the old and beaten up pieces I sent off with my son to college until he got his first place. Nothing matched, the plastic utensils were melted, the metal ones were corroded with rust, the plates chipped. Only one bathroom contained hygiene products and they were not Evelyn & Crabtree brand but some generic brand that smelled of filler and artificial chemicals. The bed in one room was concave as though a grizzly bear had been sleeping in it for over a decade. The duvet was stained near the top, which they attempted to hide by placing pillows over the stain. The pillows were flat and lumpy. The hallways downstairs smelled of urine while the hallways upstairs smelled of cheap cleaner that resembled the perfume, cool water. This is a clear indication the hotel isn't using Hilton approved products anywhere in the facility.I'm sure there's more but it's been a couple weeks and at first, I thought customer service knocked it outta the park when they relocated me to union square. However, they placed me in a room with only 1 bed. My guest was never able to stay with me for 3.5 days. Customer service assured me that as I had prepaid for my stay, there would be no charge for union square plus I would receive a refund. After several maddening calls, Hilton has decided not to honor their agreement. It appears that they advanced me several thousand credits to cover the stay at union square and are saying that the issuance of such credits is the end of what they need to do to resolve the issue. I wasn't seeking a refund, just a relocation to a safer location, and they offered the refund. As it turns out, my room at union square was only half the cost of the 2 BR suite at Homewood and since my guest was never able to stay, they essentially ruined a key part of my vacation. Finally, I saw breakfast being prepared in a filthy kitchen area and not one person was wearing food safety gloves. I grabbed a yogurt container only to find it expired. The manager at Homewood had the audacity to acknowledge that their property was due for an upgrade all while charging me full price for a location you couldn't pay me to return to. This entire experience has me considering booking Marriott and Hyatt locations and burning my Hilton membership.
-
December 2023 by Mike D
Do not stay here unless you really have to the area along Embarcadero is very unsafe. Co-worker had his vehicle stolen from Hilton hotel parking lot and upon requesting video footage the hotel staff said the camera does not work.
-
December 2023 by ally stratton
Do not stay here. The only good thing about it was the breakfast. Other than that, sketchy area (cars were getting broken into) my room was absolutely disgusting. There literally was not even a duvet cover. I felt so gross the entire time I didn’t even want to be in my room. Curtains and walls had things splattered on them. People’s hair still in the shower, musty smell, lights would flicker(creepy), tiny rooms, and there was a clothing tag on the floor when I first walked into my room. Not to mention… I went downstairs to get a new key card because mine kept locking me out, and the lady had remembered me since it happened before. She said room 33* right? Loudly. In front of three other people. I am a female staying in Oakland at this sketchy hotel. I do not want ANYONE knowing what room I am staying in. This is a safety hazard and shows complete incompetence. On top of all that, a fire alarm went off at 10pm, and the lady at the front desk deemed it a false alarm… it was not a false alarm. A persons room was literally full of smoke causing the entire floor to smell like smoke. The fire fighters never came, hotel staff did not communicate to us what was going on, I was waived off when I asked what was happening. The fact that the lady deemed it a false alarm and told police not to come until a customer came out of her room to tell the front desk a room is smoking is beyond me. I repeat do NOT stay here. Worst experience ever
-
December 2023 by Felicia Pearson
Beautiful hotel. Great quiet location with a nice view of the water. Sitting by the fire pits made it a very relaxing eveningUpon arrival I was told there weren't anymore rooms that I reserved available. I got a free upgrade which worked out perfectly! 2bd 2ba with a separate living room.The rooms were nice, clean & very spacious. There was a fully stocked kitchen. The king size bedroom had an additional fridge.The staff was great! The evening mixer was an unexpected surprise with free food, beer & wine.The hot breakfast was great. Many options to choose from.I will stay again.
-
December 2023 by Jennifer Williamson
I was a big fan of this hotel especially outside of Oakland CA. I felt very comfortable here and the view from the back deck was really nice and relaxing in the evening with the fire pits on.I was in a suite which was very large, full kitchen and all. I was here for 5 nights and only ran into one very small thing. The refrigerator motor started making a really loud noise, long story short maintenance come by and dealt with it and problem solved.The continental breakfast was an awesome spread! Like they really put some food together, something for everyone! Every Wednesday the hotel hosts a “managers reception” and provide food and free wine/beer for guest. Which was great!Every staff person I spoke with was extremely nice and courteous, hotel was very clean and well maintained. If I have to come back for work, definitely staying here again. Thanks for a great experience to the staff!Bonus: There is a fantastic Biergarten within walking distance of about 2 minutes! This place is on point with German food.Best regards,Jenny
-
December 2023 by Fred Lodge
Thank you, Shay! Had a booking issue here that was my fault, and they REALLY went out of their way to resolve the issue for me. Genuinely appreciated her being so cool and understanding, made my night. Thank you again Shay for your kindness, you're good people.
-
December 2023 by Jason Browning
Without being over picky, the location was fine. Waterfront, Starbucks next door. It is the Bay area, and none of it is especially safe from break-ins these days. But I didn't get an unsafe feeling. The Loby is nice. I stayed in the east building, the halls, and my room smelt like smoke/ cannibis covered in cleaning supplies and perfumes. Hilton owns so many hotels these days. The old idea that a Hilton was super nice is no longer. It's just a hotel. Some are very nice, some are not as nice as a Holiday Inn. This one is a bit dated. Rooms look old. TV is mounted to a dresser and couldn't be swiveled to see from the sofa or bed. Had to move the whole heavy dresser. I wouldn't go out of my way to stay here again, but it was ok for the trip.
-
December 2023 by Shan Ausmus
Someone came into our room around 11:30pm while we were sleeping. They said the front desk give them the keys. The lady who checked us in called me and ask my name?!! What a messed-up hotel service. I was in shock someone was in my room, and I woke up in horror. I will never stay this hotel again.
-
December 2023 by Mr. C. White
I’ve been staying at this hotel for 7 months now and let me say….This place is awesome ?? service is great they really treat you like family Sabrina , Cindy and Magda they are truly angels and will take care of you like family. The love is truly here and I will always stay here in the future ( despite my personal problems ? ?) you guys are awesome and I wish NOTHING but the best for the whole TEAM at Homewood Suites By Hilton …( not to mention the security ? security gets 5 ⭐️ with me )
-
November 2023 by Noe R.
I had the best stay due to a great employee named Sabrina, I'm also a Hilton member, I was able to have the easiest check in of my life and I'm a person who has lived in suites due to work. I'm super grateful for the amazing customer service was given throughout my stay. Thank you Sabrina for giving above and beyond. Please give this women a raise! I'd say well deserved. Environment: was welcoming, clean, calm. Grade: A
-
November 2023 by Tatiana Lara
Location was great, felt safe not too much odd foot traffic but you are along side a walking trail which is nice. Easy access to freeway.Rooms felt a lil dated. Wallpaper was pilling in the bathroom. There was no chair to sit in besides the desk chair. The walls felt thin I could hear those above me and they were not being loud and the cleaning staff in the morning woke us up. Not a huge problem but not one I've dealt with often, especially since the cellings were very high.
-
November 2023 by C Porter
Good location, friendly and helpful staff rooms and property. Generally frayed around the edges but otherwise
-
November 2023 by Jennifer H.
if I could give it this place a zero I absolutely would!! Miguel the manager was unable to be professional and assist with our check in process. We never made it past that. We booked with booking.com for 4 nights and over the phone the front desk seemed pleasant, but once there in person all hospitality went out the window. Disappointed to say the least.
-
October 2023 by Jas
Beautiful view from marina, they just didn’t have any pork free options for breakfast & the side door key slot did not work, very inconvenient to have to walk to the front door to get in the hotel.. overall staff was a pleasure and housekeeping was great!
