Homewood Suites by Hilton Amarillo

Unfortunately this hotel has provided the worst customer service experience my family and I have ever been exposed to. Considering what we experienced, the best decision is to avoid this hotel at all costs. First we received a room with dirty dishes. After speaking with the front desk, they offered to refund the room because they were sold out. The following morning, my 9 year old daughter discovers a drawer containing adult toys, lube for the adult toys, a blue mat that seemed to be used to contain the fluids produced while using the adult toys, knee pads, restraints, grip trainers, resistance bands and other items. The picture below is the only picture that avoided obvious adult items, therefore it is the only one I can upload considering the potential exposure to minors. After zooming in, you'll be able to see the manual to one of the adult toys found inside the leather toiletries bag, in addition to other male stimulants including lube. The blue item next to the bag is the mat, or cover, that appeared to be for the bodily fluids. Coincidentally, the front desk called me shortly after my daughter made this discover to inform me that they didn't charge me a pet fee. After informing them that our pet was included when booking the room through the Hilton app, the person at the front desk informed me that they don't work with the Hilton app the same way other Hilton hotels do, so I'll need to pay the fee in person. Naturally, I informed them of the adult toys in the room, and they said the only thing they can do was refund the pet fee for the inconvenience. They assured the pet fee was refunded, and I let them know that refunding a $75 pet fee was not an adequate solution for this situation. The manager let it be known that they were refusing to do anything else about the issue. The manager also never apologized or spoke to me in person. I called Hilton's corporate office and they escalated my case, only to discover that Hilton's corporate office will not resolve an issue past what the general manager will offer. After corporate called the hotel, the manager claimed that I was lying because supposedly their room service team did a thorough search and cleaning of the room after we left and did not discover the drawer or any adult toys. According to what the general manager asked the employee to tell me, none of the items in the picture were found in the room or in the rooms trash. Considering that some of the items measure half the size of the drawer, it's evident that the statement is false. The manager also still charged the pet fee, despite stating it was refunded. If this weren't a public post, I'd be uploading the more explicit pictures of the items discovered, to show the severity of how little this hotel's leadership team, and Hilton's corporate office, cared that a child discovered and came into contact with these items. The refusal to take any responsibility, attempt to discredit me, and continue to disregard my guest experience, is disgusting. The Hilton hotels surrounding this Homewood Suites, seem to be linked to one another based off what an employee mentioned. Just pick another hotel. Avoid this hotel, and it's related locations next to it. Although most people will hopefully not share my experience, it doesn't seem worth it to gamble that any severely negative experiences will be handled in an unjust form with complete disregard to you and your family.

We arrived during a rain storm and we were so happy to have such a nice room with a kitchenette, sitting area, excellent wifi, and very comfortable beds. The coffee is the morning was just right. We left early, so we missed the breakfast. The Hiton Honors program is wonderful as we checked in, received our room key, and checked out entirely on the app.