Homewood Suites by Hilton Las Vegas City Center

Overall this is a hotel we’d stay in again, but probably not our top choice. We’re not big on visiting the strip so this hotel being on the other side of the freeway was great, but it also wasn’t super easy to get to and we noticed that they did not offer a shuttle over to the strip even if we did want to go for a stroll. The checkin went well and the receptionist was friendly even though our reservation seemed to have some issues within the Hilton system. The manager got involved and we ended up on the phone with support for an hour or more which was frustrating. As Diamond Members we stay at plenty of Homewood Suites and were a bit surprised that this hotel didn’t offer us water at checkin. After mentioning that we would be reviewing the hotel the tone and mood of the receptionist and manager seemed to completely change and became more positive, which ultimately felt a little fake. The suite itself was nice and clean. However, the beds were extremely noisy…to the point that it made sleeping difficult. We also had a TON of noise from the room above us that sounded all night as though they were remodeling and moving heavy furniture all over the place. This was quite a bit of a nuisance. The bathroom had a walk in shower (no tub) which is nice when you’re traveling with adults, but for our family with small children we typically prefer having a tub. It was also odd that the light switch for the bathroom was outside the bathroom.

This place has the rudest customer service. I booked and called to enquire and she hung up on me 3 times. Then the 4th time I started with "please don't hang up on me again its rude" then she said OK listened to my question about the shuttle and said its advertised incorrectly and is not for guests. I think they are unhappy about working here and don't care about the negative feedback. It's doesn't cost anything to be kind and treat people like you want to be treated. I guess that's how she likes to be treated. Cancelled my booking. Thanks for giving me a reason NOT to book with you. You lose your job eventually as you'll have no guests when the word goes round.