6/10 Good
5 Mar 2025
Forget the pullout; it’s a nightmare
We booked a king suite w pullout for one adult and two teens (advertised as sleeps 5)
Upon arrival, mind you we were exhausted, we learned it was valet only parking $36. Oh well…. Checked in, get to room realize there are no sheets for the pullout. Notice the couch itself is in terrible sagging condition; Pull it out, it’s horrendous. Terribly thin and worn mattress w hardware jutting out in All directions There’s no way anyone is getting a nights sleep on that. Immediately return to customer service for remedy; different room? They offer Maintenace to look at it. Nope it’s 8pm how about a rollaway? She offers a rollaway for an additional charge. Adamant, no, the bed you offer in that room is beyond unacceptable , you need to fix it w/o additional charge. Apparently no managers available when I requested they come look at the furniture either. After .15 minutes holding my line, they reluctantly offered the rollaway at no charge; and it was the only solution. I just wish I didn’t have to be so assertive to get it especially when the sign on the counter explicitly states “if we’re unable to fix it, the cost of the stay is on us”. (Thus I saw after we resolved the issue, lol)
It was an otherwise great stay which is why I usually choose Homewood suites on the road
Collette
Collette, 1-night family trip
Verified Hotels.com guest review