Homewood Suites by Hilton Holyoke-Springfield/North

I absolutely loved it.

Check is was swift and the desk agents were friendly. Room was spacious and spotless. Separate living area including a full kitchen was appreciated. Two spaces to work included a desk and chair along with a kitchen table and chair. Hotel was clean inside and out. The grounds were well landscaped and included a courtyard with outdoor seating and two grills. Breakfast wasn't top notch but it was hot. Location is handy to highway and many stores but on a quiet street.

A good location and generally clean and well organized lobby. Check in was a little busy and rather understaffed. The room was a very good size. Bathroom and shower faciities are very good. The frig was nice and cold. Good outdoor environments for kids and relaxing, although I didn't arrive until night time. Most important: The bedding is in need of total renew. The sheets and comforter felt very worn and pillows were also too old. The whole bed area could do with a replacement. And the HVAC seemed to be wafting in some outdoor refuse odors, which woke me up, when the AC was on full during the middle of the night. I do not think I'll be using the Hilton hotels regularly. Yet this was a surprise about the above concerns.

My family and I checked into the Homewood Suites last night for a 2-night getaway. We used the amenities just fine on Friday, and twice today, Saturday. When we went to enter the pool again today we were told that there were only 4 people allowed for our room, so not all of us could go in. How did the rule change in a matter of hours? We were in the pool this morning. You see my confusion. I spoke to a supervisor on the property, Kymali, who admitted to me that due to poor training, this rule has not been enforced. I said, "So due to poor staff training, my kids are in tears and you're enforcing this policy halfway through your day?" He said, "Yes". I asked for his district manager's number, he said they did not have one. (Every corporation has a district manager.) As a gold member and an HGV property owner, I would've respected his customer service, and him probably, if he said "This is the rule, XYZ, as a valued member and OWNER, you can use it this last time." Hilton... do better. This is unacceptable for your customers.

We like this chain; you get two separate rooms; we've stayed at this location before. This time, we wanted to check in before we arrived, to be sure of having a room. The on-line checkin worked fine, and we were able to choose our room. The site pushed us to get a digital key, so we did. Since we knew where our room was, we parked near the closest entrance, but the digital key wouldn't let us in the outside door! I had to walk around both sides of this large building to get normal plastic keys. I'm 88 and it was a long walk. I finally got 2 keys and walked back to let in my wife, who was waiting by the outside door with our bags. I tried the digital key on the room door-the correct page on the app appeared, but it didn't open the door. The plastic key worked fine. Later, the digital key failed again. Other issues with this stay: The closet only had hangers for skirts; nothing I could hang up my trousers with. The WiFi was erratic. The breakfast was disappointing.

I traveled to this Hilton property in Holyoke, Massachusetts recently. I do wish we had chosen a different property. There was trash in the hallways, dirty bathrooms (hair from previous guests in the shower), the housekeeping staff was so rude and dismissive. Two housekeepers (dressed in black uniforms with a red shirt underneath and the other with a blue/teal shirt underneath) cut me off when we were trying to get breakfast, maybe they needed to hurry up and get breakfast, I am not sure but there was no communication just a dismissiveness. It was just not a good experince overall. Definitely wouldn't stay here again.