A good property in overall cleanliness with one exception (see next paragraph), yet with…read morequestionable customer service. Extremely questionable customer service that led to the worst experience that I've ever had at a Hilton property.
I stayed here twice in late November 2020. No issues the first time, yet the following week (while staying on Hilton points), the staff's true nature reared its ugly side. After checking into room #310 via the Hilton app, I discovered that the room was actually a smoking room since it smelled like cigars, marijuana, mildew, and stinky sex. I took only one step inside of the doorway, and completely noped out- nope, nope, NOPE! Not gonna sleep here tonight. I indicated this to the front desk agent Brittany, of which she told me that she not only couldn't switch me into a non-smoking room, but that she wouldn't! Perplexed, I asked a different question, to which she yelled at me "THAT'S WHAT I TOLD YOU!!!" Surprised, I indicated that I would contact the Hilton Diamond Desk, as well as the corporate office. Agent Brittany said "YOU GO ON AND DO THAT!" Surprised, I walked over to the lobby and spent an hour with the Diamond Desk getting switched into a non-smoking room that I wound up accessing with the Hilton app's mobile key. This room on the other side of the building turned out to be just fine, and with no issues.
I received an email the next day from the GM Marcella "Marcy" Jackson, apologizing and promising to refund my Hilton points. This ultimately never happened, which was surprising. I emailed Marcy about two weeks later asking her of the status of my points refund, of which I never received a reply. A few days later, I had to contact the Diamond Desk AGAIN to explain the situation, which led to obtaining my points refund (took all of 5 minutes to receive). What's ultimately strange about Marcy's silence is that I spoke to her in person regarding the ugly customer service performance by her agent the next morning, and was polite enough to ask her to address the situation with the unprofessional agent as a training experience.
Aside from the nonexistent and unprofessional customer service, the property itself isn't bad. The furniture is slightly dated, yet the location is at the end of a line of hotels within the Ridgeland area of Jackson. Cleanliness or comfort are not the primary issues here- its the customer service.
In all honesty, I truly believe that this property's employees think & operate as if this Homewood Suites is a cheap, run down hooker motel rather than a Hilton property. The current staff really doesn't give a damn about their customers here.