Homewood Suites by Hilton Frederick

"We arrive Saturday and the suite we were staying in was booked and paid for for two nights. We woke up yesterday morning to a bunch of bites on our bodies and multiple bed bugs everywhere. Obviously we called the front desk to inform them and asked to switch to a different suite. Immediately they were not helpful at all. First off, they didn’t care they had bed bugs. Secondly, we found out they didn’t book the room for the second night and told us we were checking out at 11 anyways so it didn’t matter. They were refusing to help us or find some kind of solution since both the hair and make up girls were coming in less than an hour at this point and knew my sister was getting married but proceeded to make it known that was not their problem. Finally, after going in circles with them, they allowed us to use their meeting room to set up everything since at this point we no longer had a suite. Still at this time the Manager has not spoken to us when we were told she was coming in and would be the one to handle it since the front desk unfortunately cannot. At this point, we have been respectful and very patient with this hotel and was not receiving the same in return. After about an hour and half of dealing with this, a suite magically opens and they told us we could have the room. We obviously did not want to stay there a second night so we declined. However, they told us if we weren’t staying the second night we could not use the meeting room and would have to leave. So we said we would take the room and continue to get ready for the wedding in the meeting room since everything was already set up. That was not an issue with them but somewhere along the way they did not communicate with each other because when the girl that was doing our hair asked the front desk if they had something, very rudely they told her we were not using the meeting room anymore and we had to get out. My poor sister who was suppose to be relaxing and getting ready for her wedding is now extremely upset when we were told we had to leave. So she goes out and tells the front desk respectfully I should add that we are not leaving, that we paid and had a second room for that night, and were told we were allowed to stay in the meeting room as long as we had that room. She also mentioned bed bugs loud enough for others in the lobby to hear it. Well guess who finally decided to make an appearance?! The manager comes in the room quick and very disrespectfully starts talking to my sister about how she will not be making a scene in her lobby and disrespect her staff when this whole time that’s all they were doing to us. She also threatened to call the cops on us because we were refusing to leave. Once she stopped talking over everyone, she realized that we were keeping the room and said we could stay when that’s literally all we were trying to say to begin with but their lack of communication with each other made a big mess for no reason. Needless to say, we all got ready and grabbed all of our stuff and left and never went back. Oh I should also add that they didn’t believe we had bed bugs in our room even though we had multiple pictures of them and videos as well as bug bites all over us. If we had somewhere else to go last minute, we definitely would have!!"

"BEDBUGS!!! We stayed in this hotel for my sister’s night before, the day of and day after her wedding weekend. We got a handicap suite, lots of space and fit the bridal party perfectly. However, the next day we discovered the bride and a bridesmaid covered in bug bites. We found LIVE and DEAD bed bugs all over the main bed and the pull out mattress. We borrowed sheets from another room and there were bedbugs in that as well. We addressed this with the staff. The staff at first did not believe we saw bedbugs. They were very rude about it. Our room was reimbursed and then we were given a new room. We were told we could be in the meeting room to get ready for the wedding. Somewhere along the way, the staff did no communicate with each other the conversations with us, so it was assumed we were loitering and the manager threatened to call the cops because the bride got extremely frustrated and announced to the lobby that there were bedbugs in this hotel. Instead of listening to the bridal party that we had a room that night and were told we could be in the meeting room, the manager continued to cut us off, and not listen until finally she understood. That would have all been avoided if the staff clearly communicated with each other our situation. They claimed to have checked the room for bedbugs a few days prior to our stay. It makes me wonder if there were bedbugs in the room before and knowing that they still gave us that room. The front desk staff was incredibly rude and clearly did not care about the issue at hand. The manager was not available until mid day. They didn’t offer to clean any of our items, didn’t care to see any pictures or videos we took of the bedbugs. So because of that, I’d like to share with you so you do not stay at this hotel and choose a better one in the area."

"I was in Frederick for work and this time I stayed at Homewood Suites. The rooms are great, spacious, have a refrigerator, 2 burner electric stove top, microwave, and sink in the kitchenette, a desk for work, beautiful bathroom, and a couch and ottoman. Only wish they had smart TVs. The courtyard and gathering area are also beautiful."

"Room good, location good Service poor. Had a billing issue, was accidentally overcharged for room. Requested a refund. The credit has been "pending" for over a week. Was told by associate who processed it's quick. 5 days later I'm not seeing it. My bank is reporting it's "pending" Called up this morning and the associate who answered literally said "there's nothing they can do" Requested to speak to hotel manager. Was told "it's 7 to 10 business days" and [you] shouldn't have been told what you were originally. It's not a lot of money but it's the point. There are other alternatives to stay when in the area."

"Checked in and checked out via the app. Digital key was not available for this stay, not sure why. Had to stop at desk to get keys. For the one night quick stay, we chose a low floor to to be able to get luggage in and out easy. The rear entrance was near our room and was convenient but had steps even for first floor, made it a little more difficult than expected but worked ok for us. Room was great, very clean, no stains on rug and the bed was awesome. The halls very bright and clean and the breakfast was great."