Homewood Suites by Hilton Dover

It was very nice, felt like home

We were very inconvenienced, appalled, and disappointed with our recent stay at Homewood Suites by Hilton Dover in Dover New Hampshire. There were several issues and the place was not up to the standards we expect as Hilton Honors members. We checked in on 4 June 2024 and checked out 6 June 2024. As I almost ALWAYS do, I logged into my account the day before our arrival and PAID IN ADVANCE so I could choose & reserve the room that we wanted. I selected a room on the 4th floor away from the elevators and on the side away from the noisy restaurant that is across from the front of the building. At that time, on June 3rd, our room on the 4th floor was locked in, and I PAID for our stay in THAT ROOM. Shortly before our arrival on June 4th, I checked the APP to find out if the room was ready for our arrival, and at that time discovered we were changed to an UNNACCEPTABLE room which did not meet our criteria. We immediately called the hotel and said we needed to be moved BACK to the room we paid for AND we wanted to speak to a manager when we arrived. When we arrived, an employee was blocking the front entrance with the hotel van, and he had a cord snaked from the lobby, creating a tripping hazard. He was cleaning the van and blocking access to the front door. During our stay, we also discovered an alcove by the front door was where cigarette smokers congregated, fouling the air for anyone passing in and out of the front door. On arrival in the lobby, we asked to speak to a manager and be assigned to our original room – the one I had paid for. Abby, the employee at the front desk DID apologize for the error and offered to show us a different room since our room had been assigned to someone else. On first examination, it appeared the third-floor room she showed us seemed our only option, since one of your employees, named ‘Carlton,’ OVERRODE our reservation and assigned someone else to our 4th floor room. We returned to the lobby to retrieve our luggage, and a general manager named Brendan came out to speak with us. He tried to give me a song and dance about how the computer updates every 20 minutes and the room was chosen by someone else and the computer gave it to them. I told him we received a confirmation on the APP for that specific room and it wasn’t until the next day, June 4th, that the override happened. He checked with Abby and she gave him the date and time and EMPLOYEE NAME (Carlton) related to that override. That manager suggested Abby find us a different room, ‘even if it was an upgrade.’ We already had paid for a king suite on the 4th floor in the back of the hotel, so frankly, I doubt if there was an upgrade. Abby could only find unacceptable rooms available. Not only did Brendan treat us in a condescending manner, he offered us a snack for our inconvenience; a bag of Cheetos just doesn’t cut it with us for mistreatment and discomfort in a hotel. Once we are unpacked and settled in to our room, we value our privacy and do not want t

Location amenities clean safe environment

Note on counter read “Dishes are clean.” Dirty bowl in cabinet.

Staff was kind and competent and attentive both front desk and breakfast. Very clean facility. I notice details because I’m a former hotel manager. Great job!

Everyone was so nice there. The place and my room was clean and comfortable.

The pool was beautiful and clean- the breakfast was family friendly and the dining room had plenty of high chairs- the rooms were clean and spacious- we would absolutely stay again! Our 2 year olds loved it!

Was met with grumpy guy at front desk, room was cold and hard to warm up, bathroom area smelled like sewer gas, dirty dishes in cabinets . Bed was bumpy and hard.

I’ve stayed here a few times and each time the staff are extremely friendly and helpful!