Homewood Suites by Hilton Schenectady

I’m sharing this feedback in hopes that improvements can be made. To start, the staff members I interacted with were polite and accommodating. I appreciate their professionalism. Unfortunately, beyond that, this was not a positive experience. When I entered the room, the toilet paper roll had clearly not been replaced and was nearly empty. Small details like that immediately affect the perception of cleanliness and attention to detail. It set an unfortunate tone for the stay. The room itself showed visible wear and neglect. There were holes in the walls and noticeable rust in certain areas. Overall, it did not feel well maintained. I also visited the fitness center, which appeared completely unattended. There was dirt throughout the space, and it looked as though it had not been prope

This hotel has an attractive exterior and interior. The rooms are clean, and cleanliness has never been an issue. The real concern is the declining level of service. I have stayed at this location twice, and the service during my July visit was noticeably better. I provided feedback directly to the hotel, and any reasonable person would expect a response; however, I never received one. This further reflects the decline in service at this property. A committed general manager would have taken the time to follow up. It appears that guest feedback is not valued here.

Although this once-excellent hotel near the Rivers Casino has lost much of its luster due to deteriorating maintenance/cleaning and a currently lousy breakfast experience where the kitchen staff declines to replenish the food and then packs everything up 15 minutes early, Shawana at the front desk was the shining light who made our stay at Homewood Suites in Schenectady a great experience. I recommend Homewood Suites in Schenectady just because of Shawana's commitment to a great customer service experience. I just wish the other staff could duplicate her hospitality and engagement.

Positive: The staff were very accommodating. Negative: ""

A welcoming and accommodating place. Helpful staff. Clean rooms. Great breakfast. Would definitely choose to stay here again.