I recently stayed at the Homewood Suites by Hilton from 6/18-22, and I was extremely disappointed with the lack of support from the staff during a very difficult time for my family. Our 38-year-old daughter passed away in Maryland, and we had to arrange for last-minute accommodations. Given the time constraints and unexpected expenses, we used Expedia to find reasonably priced hotels. At the time of booking, Expedia offered the lowest price, so we made our reservation through them.
After checking in, I looked at the hotel's website and found that their prices for the exact same room were significantly lower than what Expedia charged us. The difference was approximately $20 a day, which could have helped us manage our unexpected expenses better. I approached the hotel staff, explained our situation, and requested if they could honor their lower price instead of the higher Expedia rate. Despite explaining our circumstances, the staff refused to adjust the price.
This lack of customer concern and consideration during such a trying time was deeply disappointing. Not only did this refusal add to our financial burden, but it also left us feeling unsupported during a period when compassion and understanding would have been greatly appreciated.
Overall, this experience has left a negative impression of both EXPEDIA & Homewood Suites by Hilton. To improve, I suggest that the hotel & EXPEDIA consider being more flexible and understanding in exceptional circumstances.