We recently stayed at the Homewood Suites in Trophy Club, and unfortunately, this stay left us…read morepretty disappointed. We visit this area often, and after this experience, we won't be booking this hotel for either of our next two trips that are already on the calendar.
The room was much more cramped than the photos suggested. There was additional furniture, including a wobbly loveseat, that made the already-small space feel even more crowded. The couch was also uncomfortable because there was a wooden or metal bar underneath the upholstery that dug into your back when you sat down. The pillows looked fluffy but flattened almost immediately once you put your head on them.
The hotel itself is clearly older and in need of an upgrade. The carpet was loose in several areas to the point that it was a tripping hazard.
The pool was one of the reasons we booked this hotel, so that was particularly disappointing. There were significant water spots, the mini lazy river would run for a couple of minutes and then shut off for extended periods, and the three spray fountains were broken. The water flowing down the walls also looked like it needed some attention. The water itself appeared clean and didn't have an overwhelming chlorine smell, but the pool doesn't open until 10 a.m., which we found very unusual. We normally eat breakfast and then head to the pool.
Breakfast was another disappointment. I specifically called ahead and was told that there were no gluten-free options, but that they had fruit and yogurt. I appreciated being given accurate information before our stay, but I do think the hotel could have made more of an effort to accommodate such a common dietary restriction. I ended up having yogurt and putting together my own breakfast.
There was also a cleanliness and maintenance issue outside near the elevator. The laundry room vents open onto an outdoor walkway, and there was a noticeable buildup of what appeared to be laundry lint and dust throughout the area. It was even caked onto the rocks along the edge of the walkway. It gave the area a neglected appearance and seems like something that should be addressed.
The placement of the designated smoking areas was also frustrating. Smoking areas were located very close to building entrances and exits, meaning our family sometimes had to walk through cigarette smoke just to get in and out of the hotel. Regardless of local regulations, smoking areas should ideally be positioned away from common walkways and entrances, particularly at a family-oriented hotel.
There were also a couple of interactions with management that really bothered us.
When the manager asked what task our service dog performs, we answered. She then commented that she has a service dog and that hers is "big." The comment was unnecessary and came across as unprofessional. Service dogs come in all shapes and sizes, and ours is small because we specifically needed a hound for scent work.
Then, during the Wednesday evening social hour, which was advertised as running from 5:00-6:30, most of the food was already gone by around 5:45-6:00 and everything had been cleaned up by about 6:15. The wine remained out a little longer, but overall, it wasn't really worth planning our evening around.
What bothered us more was an interaction we witnessed near the end. A guest had apparently taken a plate to her room to wash it and returned it to the social area. A manager stopped her and explained that she didn't need to wash it, which was perfectly reasonable. But then, with the guest standing directly behind her, the manager turned to an employee and proceeded to talk about the situation in a condescending manner and laugh about it. There was simply no reason to make a guest feel embarrassed or mocked.
Individually, some of these things might be minor. Taken together, though, they created an experience that did not feel like the level of service we expect from Hilton.
We've stayed at many Hilton properties over the years, but this is now the third Hilton-brand stay in a row that hasn't hit the mark for us. We visit this area frequently, and with two future trips already booked, we know we'll be staying elsewhere. At this point, we're seriously considering switching back to Marriott.
