Homewood Suites By Hilton Long Beach Airport

Everything except that the Jacuzzi was not working.

The Jacuzzi was not working.

the food, Very clean, organized and modern facilty.

none

Well maintained and clean

N/A

It was clean.

To begin, I need to address the staff, as my experience at check-in was completely unacceptable. The front desk associate who assisted me (an African American woman, approximately in her 50s–60s) was openly rude and unprofessional from the start. When I calmly asked if everything was okay, as she appeared visibly upset, she responded by saying, “you were the one that came in here upset.” This was both inaccurate and inappropriate. At no point did I approach the desk with anything but a neutral attitude—I had just arrived around 10:30 PM after a long day and simply wanted to check in and get to my room. Instead of a basic level of courtesy, I was met with hostility and dismissiveness. This is not how any guest should be treated, under any circumstances. To make matters worse, this interaction took place directly in front of my 10-year-old daughter, which made the situation even more uncomfortable and disappointing. There is no excuse for speaking to a guest in that manner, especially in front of their child. Shortly after getting to my room, I received a message from the hotel asking how my stay was going. I responded honestly, stating that everything was fine aside from the poor treatment I received during check-in. Despite that, I never received any follow-up or acknowledgment. Being asked for feedback and then completely ignored when providing it only adds to the frustration and shows a lack of accountability. This experience left a very poor first impression and does not reflect the level of professionalism I would expect. I expect this matter to be taken seriously and addressed appropriately. At a minimum, I would like to see staff retraining on basic customer service and professionalism, as well as follow-up communication acknowledging this incident. Situations like this should not be occurring, and I hope steps are taken to ensure other guests do not have a similar experience.