Review of Homewood Suites 3*

The front staff is great, especially Katrina. I feel if Katrina was a manager maybe I would not be writing this review. Every time we go to an equine event we stay at this hotel and with great experience. They recently remodeled and the remodel is great, bedding is great, choices are customary to Hilton. This event I was sick and unable to travel with my wife and 14 year old daughter. So they check in go to event, I spoke with wife several times she never once complained. Once she drove home 4 hours, she told me she was exhausted, wanted to take a shower and go to sleep. That's when she told me she did not sleep smoke detector beeped all night and shower was broken so she had to use sink like she was in a third world country to clean up. I said why did you not call front desk? Chris you are sick did not want to bother you, why should I have to call, I do not want a stranger coming to our room when it is just myself and your daughter. This room should be functional, clean and ready to be occupied She was right, why should she have to call? This means the engineer has not been following Hilton preventative maintenance guidelines for smoke detectors and for some reason the shower was turned off by housekeeping. So I called and said I trusted a Hilton chain with my greatest investment, my family. I spoke with Katrina whom comped the room back and followed up with three call backs. I told Katrina, while I appreciated the Comp, this was never about the money or we would of stayed at a more affordable chain. This is about Hilton protecting my family, as the manager has a responsibility to protect this chains owner, as the owner has a responsibility to protect the Hilton brand. This is about accountability which is obviously missing at this location. She called back to inform manager will call me tomorrow, this explains much to me, a manager of a Hilton chain does not have 5 minutes to call or share concern enough to make time call. Management is obviously the weakest link at this location. Staff meets all hospitality Hilton spends millions promoting. There is another Hilton in Memphis not sure if it's same owner or management team, this location at this moment is not at its best. I gave them 1 star for they failed to deliver a functional room, which put my wife driving home fatigued. Money never trumps safety, people renting rooms are renting to rest not be bothered calling maintenance to do there job, a task that preventstive maintenance guidelines would have worked had excercised by there engineer. Not sure if manager is the owner, if it is not I hope this owner reads this review and reconsiders his management team for they are failing to protect his interest. This is a management issue, all responsibility lies on management, management do your job, next time we come to town this should not exist.