Homewood Suites by Hilton Goldsboro

This is a brand new hotel located next to the convention center. The hotel is beautiful, the lobby has a lot of sitting areas, there's an outdoor courtyard with fire pits. Outside there is a great grilling and bar area and a pet walk. The rooms are fully equipped with fridges, stovetops and microwave and all your cooking utensils and crockery. If you need to stay for a long time, this hotel is fully accommodating and comfortable. The staff and local hotel leadership is lacking though. There is no culture of customer service or service recovery. The housekeeping service is every other day of your stay. On our housekeeping day, we returned to an unclean room at about 1pm. We then reminded the front desk, twice, that we were heading back out and for housekeeping to please come. We returned later in the evening and it hadn't been done. The front desk was unattended for quite some time, we waited to speak with someone- we even grabbed a walkie talkie from behind the desk to radio for someone. She finally came and offered no apology around our room not being cleaned that day. She just handed us fresh towels and told us to put our dirty ones outside our door. The next morning we saw the front desk agent and presumably a manager and told them we hadn't received our service even after the 2 reminders we gave him. He shrugged it off, again no apology or attempt at service recovery. And the woman who seemed to be a manager said nothing to us, but after we walked away we could hear her asking him what happened. The culture of hospitality starts at the top, this hotel has great potential, it just needs stronger leadership and customer service training.

I think this hotel is fairly new, but it is one of nicest Hiltons we have stayed in. The suite has a full kitchen with an islan and with nice utensils, a king bed and a sofabed. Breakfast included normal scrambled eggs ,chicken sausage and good grits, but also roast pulled port, tortillas and salsas. Even the coffee was good. This is a very well fitted out facility and not only the best in Goldsboro, but I would think one of their best hotels. I would recommend an outer room as opposed to over the courtyard as you can hear people talking in the several firepits outside.

Joshua had a brilliant idea of providing the worst customer service possible to a mother with her two children, late at night, and during a lacrosse tournament. After getting in his feelings he called the police to forcefully remove this family in the middle of the night leaving them without a room or place to go. The organization should be ashamed of this behavior and let him go.