I booked a 2-bed room at Homewood Suites Belmont, CA for $166, but the stay was completely unacceptable. When I checked in, the air conditioning didn’t work, and the room temperature was 86°F, unsafe and impossible to stay in. Staff came to look at it but couldn’t fix the issue. I had 3 young kids with me.
They then offered to move me to a one-bed room, even though I specifically booked and paid for a two-bed room. Despite the downgrade, they refused to adjust the price or issue a refund. This was not my fault, yet I was expected to settle for less than what I reserved.
I’m extremely disappointed with how this was handled. The lack of accountability and unwillingness to make things right reflects poorly on Hilton’s standards. I would not recommend this location unless management seriously improves its customer service and maintenance.