Homewood Suites by Hilton Kalamazoo-Portage♡

Diamond member Disappointed

2.0

I never imagined that a single hotel stay could have such a devastating impact on my family’s life. I checked into this Homewood Suites expecting the same thing every traveler expects: a clean room, a good night’s rest, and professional treatment. Instead, I left with a false smoking accusation, a $250 charge, emotional distress, and consequences that have affected both my wife and me long after my stay ended. I have never smoked. Despite that, I was accused of smoking in my room and charged a $250 smoking fee. I immediately disputed the accusation because it was simply untrue. After the matter was reviewed, the hotel refunded the entire charge. While I appreciate that the fee was eventually reversed, the refund did not erase the damage caused by the accusation itself. When I returned to discuss what had happened, the interaction became even more disturbing. During that encounter, I was called the N-word directly to my face by front desk employee Alyssa Lovely. As a man of mixed Chaldean, Iraqi, and Black heritage, hearing that language directed at me by someone representing a Hilton property was humiliating, degrading, and something I never expected to experience at any hotel. My wife and I have also been proud supporters of the LGBTQ+ community. During my stay, I was wearing clothing supporting Pride Month. I cannot say with certainty whether that influenced how I was treated, but given everything that occurred, it is a question that I believe deserves to be investigated. Every guest, regardless of race, ethnicity, religion, sexual orientation, gender identity, or whom they support, deserves to be treated fairly and with dignity. The effects of this experience extended far beyond a hotel stay. I work as a truck driver, and the fallout from these events contributed to me losing my job. The financial and emotional burden has been carried by both my wife and me. We have lost income, experienced tremendous stress, and have had to deal with consequences that began with an accusation that the hotel ultimately chose to reverse by refunding the charge. This review is not written out of anger or revenge. It is written because accountability matters. A refund alone does not undo the damage caused by a false accusation or erase the humiliation of being subjected to hateful language. I sincerely hope Hilton Corporate and the ownership of this property conduct a thorough, independent investigation into everything that occurred, including the conduct of the employee involved, any available surveillance footage, and whether bias or discriminatory treatment played any role in how this situation was handled. I share my experience so that future guests can make informed decisions. I encourage anyone staying at this property to document the condition of their room, keep records of all communications, and speak up immediately if they believe they have been treated unfairly. Every guest deserves to leave a hotel with good memories, not wondering whether false accusations, discrimination, or degrading treatment will follow them long after checkout.

Guest review

10.0

The quality to the cleanliness.

− I have no dislikes everything was PERFECT!

Great’

9.0

Made us and our dog feel very welcome

− Breakfast ended at 9:00 which was too early for us .

Guest review

8.0

Nice pool and hot tub

− Not big enough towels

Comfortable stay

9.0

Nice facility and accommodating staff

− Nothing

Save your money and go somewhere else. Was not worth $250 a night!!!

1.0

After all the hassle with Alyssa Lovely and Booking. Com.....nothing!

− The room was filthy. We needed an extra clean room due to asthmatic son and Was told the housekeeper was one who did a thorough job so there should be no issues but was very disappointed with the cleanliness. Started requesting a clean room 22 days prior. The dining chairs need to be thrown away. They are terrible due to the material. It was broken down and got everywhere. Couldn't sit on them without towels . Many things very outdated. TERRIBLE!