I booked 20+ rooms here for my wedding. When everyone arrived on Friday to check in for the weekend and get ready for our 4:30pm rehearsal, the rooms were not ready. Not a single one. I arrived after 3pm to a lobby full of my wedding guests and their luggage, all sitting around and waiting on their rooms. I was told my room was also not available. When I questioned why that was, since the front desk clearly displayed a sign stating "checkin at 3pm" i was told "checkin STARTS at 3pm... it doesn't mean your room will be ready at 3pm. Do you have an event or something?" Yes, me, standing here holding my wedding dress.. I do kind of have "an event or something." Ultimately, I had to change in a bathroom so that I could make it to our rehearsal on time. Hours later, many of my guests had still not been provided a room, and were left sitting in the lobby until after 7pm.
The whole incident was handled so poorly. Local management (Beatriz) and corporate reached out to us weeks later and promised follow ups that were never received. Months later and I'm still very disappointed that we chose Homewood Suites. We bypassed so many other hotels that were closer to our venue based on the stellar online ratings. Based on my experience, I have a hard time believing those reviews are genuine.