An overnight stay in October was 5 star quality as this hotel was very pleasant though we found the bedroom to be very small. However, a return visit Thanksgiving weekend totally changed my positive opinion. When we arrived at about 7:00pm there was loud karioki music blasting away in the breakfast area which I found odd. A DJ's truck out front confirmed this was a planned event though there was almost nobody in attendance. Everything else seemed nice the first night but upon returning from Thanksgiving dinner at a relative's home we found that housekeeping had done a poor job. Our used drinking glasses remained where we left them in various parts of the suite and new glasses had not been left. Fresh bath soap had not been left nor had a new roll of toilet paper or a few less important consumables been left. A few scraps of paper remained on the bathroom floor meaning it had not been swept. Okay, it was Thanksgiving but the hotel was sparsely occupied and there is no excuse for not replacing the drinking glasses or TP and I'd expect at least a cursory cleaning of the bathroom. I had to go to the front desk to get soap and toilet paper as there was only one clerk on duty; I understand this due to the holiday. However, one would think a supply of such items would be in reasonable access to him. Instead he had to walk to the opposite side of the hotel (past the swimming pool) to retrieve the toilet paper and soap while I wasted another five minutes waiting in the lobby. He had no clean drinking glasses (couldn't he get some from an unoccupied suite?) and suggested I check the dishwasher in my suite as housekeeping may have run some through the washer. Boy was that a mistake! I found several dirty dishes and silverware from a prior guest...Gross! Later when I sat on the sofa I found myself sitting on some sticky substance. I'll assume and hope it was kind of jam or jelly from a kid's sandwich. This must have been on the bottom side of the cushion the night before since I sat on that sofa that evening but how could the housekeeper miss this when making up the sofa bed in the morning? Before checking out I told the morning desk clerk I had concerns but she didn't ask for details nor ask about our stay. I left a voice mail message on the general manager's phone before leaving but received no reply. A follow up e-mail message and another voice mail were also ignored. A call to Hilton's customer service department resulted in a promise of a reply from the hotel within 3 business days. No reply has been received over 7 business days later. It is obvious the hotel GM doesn't care or doesn't take complaints seriously. All I wanted was to make the GM aware of these issues and perhaps receive a simply apology. It's now well beyond that point now. Hopefuly this is an isolated incident as the hotel is nicely located and is attractive but for me the lack of concern raises a big red flag.
- Homewood Suites Ocala
- Homewood Ocala
- Ocala Homewood
- Ocala Homewood Suites
