Homewood Suites by Hilton McDonough - McDonough, Georgia

Journey S.

After getting off of the road from driving for 12 hours and extremely exhausted. I can honestly say I was greeted with professionalism from the from desk staff. Even though their key machine was down. They took the time to escort us to our room all while informing us that once the system was up they would bring us a key for our room. Once we got to the room, everything seem cleaned and sanitized until we got to the bathroom. There were at least 5 long black strings of hair in the tub. Hanging from the soap dispenser. I was too tired to complain or switch my room. I always come with Lysol wipes and bleach so I just brushed it off. The beds were everything. Breakfast was good as well. Minus that one hiccup with the hair in the bathroom, I have no complaints.

Dan K. I.

While staff is friendly and helpful, the place just is not well kept. No towels or water in gym, extremely loose faucet, heat didn’t work, didn’t replace coffee use on any day and had to request from front desk, carpet stains, large cockroach walking along during breakfast, and more. It sad because it seems new but quickly falling apart.

Lecraye K.

So I stayed second weekend of December, literally about 36 hours. When I I arrived to check in I was informed of the $150 incidental fee and as I scrambled for about an hour to gather the funds, the staff watched. No one told me the fee could be waived, transparency fail, red flag. I didn’t stay in the room much as I slept that night and was out again that morning only to check out early that night. After checking out is when the fun began. It has been a full week and I am still waiting on that incidental fee. I have called the hotel(multiple times) who were previously nice and they got very disturbed that I was calling with a problem so no help there. I was told to wait a few days/call the bank. Still no help. Still waiting. Merry Christmas.

Katrina T.

Had a 1 night stay booked for business at this property. The front desk clerk wanted to charge my card $150 for “incidentals” on top of the charge for the room. This “policy” is not mentioned anywhere on their website or posted anywhere at the property. I’ve stayed at MANY hotels around the world (some 4 and 5 star) and I have NEVER heard of a $150 hold for incidentals. I understand it’s refunded after 5 to 7 days after check out but it’s the principle. The hold was more than the price of the room. The clerk didn’t even notify me of the amount, just asked me to swipe my credit card. I asked to speak with a manager and she conveniently was “out of town”. I asked to cancel and was told I would be charged for the room anyway because I didn’t give a 48 hour notice. Imma need Hilton properties to do better! Not worth the headache🫠

Jack M.

AVOID THIS HOTEL. Rooms were stained, dirty. Staff was very rude. I've been a diamond member for over 10 years and this was the worst Hilton branded hotel I've stayed at. No response from the hotel or Hilton after providing feedback. Checked in after 7pm and rooms were not ready. Had to wait on staff to check the rooms. Rooms were missing bedding and television remote. Twice I was told I had to go retrieve these items from the front desk. No apology for inconvenience.

Philicia M.

I am staying at Homewood Suites by Hilton from December 21 to December 28, and my experience has been a nightmare from day one. Upon arrival, I was overcharged, which the on-site manager kindly resolved. However, I was also misinformed about not needing to pay an incidental fee, only to be charged an additional $150 upon check-in. This led to me running around to several banks to make a deposit, a frustrating start after a 12-hour drive with my children.

Once we finally got into our room, the issues continued. The room was not properly cleaned, with stained towels and a clogged tub. The on-site manager again assisted by providing a plunger, but since housekeeping was unavailable, there were no extra towels or rags.

When I reached out to Hilton’s corporate office to address these issues and request clarification on charges, I was told to wait until check-out to file a complaint. No resolution was offered, leaving me feeling unheard and disheartened as a Hilton Honors member.

To make matters worse, on December 26 at 3 a.m., the hotel attempted to charge my credit card over $500 despite my stay being paid in full at check-in. When I inquired, I was given the false explanation that it was a pre-authorization. My card could not be removed from their system, and no satisfactory resolution was provided.

Additional frustrations include a clogged tub throughout our stay, an out-of-order ice machine with no sign, and a horrible breakfast experience where food ran out, forcing us to go to another hotel for basic amenities. The lack of customer service and accountability has been appalling, especially for a Hilton property.

While the on-site manager tried their best, this experience has left me deeply disappointed and in disbelief that such poor standards could occur at a Hilton hotel. As someone who has worked in hospitality, I am shocked at the excuses and lack of solutions. This stay has been a disaster, and I will never return.

Jennifer M.

I was told there was no government rate but they do military. Then I checked in and asked again for govt rate I was told I’m getting a better rate anyway so it’s not much difference. I let it go. I realized I was charged different rates per day. If I had a govt rate would it have locked instead of getting me like this? Who knows..My bad but I didn’t push the issue. I was charged 57.00 in taxes even still from giving them tax govt exempt forms for city and state. That was not honored. Then I was charged 150.00 more for incidental fee which is more than the amount of the room. Check in is at 3:00. I checked in after 3:00 and was told they were getting a room ready.
There was one roll of toilet paper and no paper towels. The tv had to be rebooted and was missing a remote.
I tried to ask other staff for help before going to front desk. The staff man had to use a phone to translate cause he didn’t understand. Tell me why I’m charged 134.00 one night. Then 154 the next night. Then 57.00 for taxes. Then 150. For this astronomical “incidental” Why I’m charged 502.00 not once was this on my confirmation form about this fee. Being a Hilton honors member don’t mean nothing either or anymore for that matter. Not here. I recognize hotels are owned by different groups under the Hilton umbrella. But this place left a bad impression. It’s not the front desk guy that didn’t know his job. His hospitality remained on point. This is a management issue that is not on top of their staff for all of this to happen. Training is necessary at this place. All Hilton hotels give government rates. But this one working under the guise of HiltonHotel does not honor it.

H S.

How is this a Homewood Suites? Bad attitudes from the front desk, bare minimum breakfast with only fake milk powder for coffee. The suite room we were given was under construction. Walls were patched in several places with white caulking from damage and needed painting. Phone in room didn't work. Refrigerator was not working. Part of the carpet was ripped up in the hallway. But I had to pay a $150 security deposit for the room in case I damaged it? I took pictures when I arrived and when I left for our one night stay.