Extremely disappointing experience with Homewood Suites in Gretna, Louisiana. My work travel plans changed abruptly, and while I understood there was a restrictive cancellation policy, I was told by an employee that they would make a one-time exception, refund me, and not charge me. After that, the general manager was incredibly difficult to reach and refused to speak with me directly. When I finally received his response, it was essentially that the employee “should have known better” and that they would not be honoring what I had been told. That is unacceptable. If a staff member represents that an exception will be made, the hotel should either honor it or at least have management speak directly with the guest and take accountability. Instead, I was brushed off and left with a charge I had been told would not happen. Our office has about 20 people who travel to the area regularly for work, and based on this experience, we will not be staying at this property going forward. Terrible customer service, poor communication, and no accountability from management.

The Service attendants during our stay were nice and verry accommodating. We had two major hiccups: 1) noisy neighbors in which the front staff addressed immediately and handled the issue very professional. 2) insects in the room: once front desk was notified they immediately to the initiative to move our room without being asked. I wasnt able to have digital key card with the app. But thats minor to me. Location was great. Staff is AMAZING.

The service at this hotel goes above and beyond! We needed to add extra days to our stay and no hassle we were able to stay in our same room thanks to the fabulous front desk ladies: Kesha and Nayesha! All employees greeted us with genuine smiles and hellos. The breakfast had such variety each morning with multiple dietary options. I highly recommend people to stay here rather than in greater New Orleans because of the better pricing and easy jump across the bridge. Plus you get an actual view of the city from the Westbank with a fabulous hometown feel of old Gretna shops and eateries less than five minutes away.

The room itself was standard and smelled freshly cleaned, which I appreciated. I’m usually nervous about hotel sofas (I never sit without a towel ?), but overall the room felt clean and fine. That said, the check-in experience was frustrating and unnecessarily stressful. The Hilton app strongly encourages you to check in the night before, which immediately authorizes payment. The whole point of this is to skip the front desk, go straight to your room, and use your phone or QR code for entry. Based on that process, I assumed that once payment was authorized, my reservation was fully confirmed and that my room would be prioritized for cleaning. I now realize that assumption was incorrect. I never received a message that my room was ready, but since check-in is officially at 3:00 PM, I assumed maybe I just hadn’t gotten the alert yet. I arrived shortly before 3:00 only to learn that my room—and two others—were still not clean. All three of us ended up sitting in the lobby waiting. I then assumed that since we were physically there and waiting, our rooms would be treated as a priority. Unfortunately, that didn’t happen. The front desk agent simply repeated that check-in time is 3:00 PM, while casually reapplying lip gloss, which came across as dismissive given the situation. At exactly 3:00 PM, the rooms still were not ready. I asked for the manager’s card, which routed me back to the front desk and reservations. There was also a handwritten number for the sales manager, who happened to be onsite, so I called her directly. I received a standard management response: they’d check into it. At this point, it was around 3:16 PM. I was tired, hungry, and frustrated. Had I known my room wouldn’t be ready on time, I would’ve stayed out and done something else. Instead, I waited… only to be told again that check-in is at 3:00 PM, even though we were past that time. So my simple question was: Can I get a refund and go stay next door? I frequently stay at the neighboring hotel and have never had this experience. Their rooms are often $60 cheaper, consistently clean, staff is friendly, and they even give welcome bags with water and snacks. My expectation here was simple: give me what I paid for. If you can’t meet that expectation, issue a refund so I can go somewhere that can. I waited two days to see if anyone would follow up. No one did. I stay in this area often, and I rotate between these two hotels. The last time I stopped staying here was due to safety concerns with vagrants accessing the property, which made things uncomfortable. I decided to give it another chance because I love the view of the nearby bridge, but despite requesting that view multiple times, I’ve never actually been placed in a room that had it. It honestly feels like the staff doesn’t understand their own property layout. Bottom line: My experiences at the Marriott are consistently excellent. This stay at Hilton missed the mark, and unfortunately, no one followed up to make it right.

This is a fantastic hotel. They have the best breakfast ever. The staff and management are so amazing and go out of the way to help you during your stay.

The room had cockroaches, no hand soap, couldn't get soap for the room. Had to beg housekeeping for towels. Upon getting towels, I could only have 3 towels for two days for 2 guests. I asked to speak to the Manager who is never around. I was offered some points and a free dinner at the marriott next door. What a joke.

This hotel is always our first choice when visiting New Orleans. The location is ideal for us. It's on the outskirts of the city, so we miss alot of the traffic, but it's close enough that you can get there if you wanted to. The rooms and hotel is always clean. The breakfast is always delicious and the staff is so hospitable. We love it here!

Dingy room. Front desk was unfriendly. Showerhead is broken, spraying water out from the top, shooting up at the ceiling and over the shower wall causing a mess and wetting the floor. Shower has lots of water damage and looks/feels unclean! The paint in there is literally falling off. We were placed in an adjoining room. A warning would have been nice. Details are missing from this room. The walls and doors are incredibly dirty and need a good scrubbing. No handsoap in the bathroom, no dishsoap in the kitchen, no trashbags in the trash. Seems like nobody cares. This room (110) should've been placed as out of order. The only good thing about this was the location, about 10 minutes from all the fun. When I come back, I'll be staying elsewhere

Nice room and hotel staff was friendly but only because they have to be We were charged a smoking in the room fee We were there 4 days. You'd think that if we were smoking in there, there would have been a complaint. No proof no nada Went back to the hotel 2 hours after and they had no proof. No manager. No supervisor. They wouldn't let me up to smell the room. I have called 5 times to speak with Mr Heard...the "manager". He is never there or so they say. What a coward.

Hotels were outrageous in NOLA this weekend. so I thought I would give this place a try. Given the price, my expectations were not high. I was mistaken. My King suite was spotless. The front desk staff were very helpful. The grounds are very clean. The free breakfast buffet surpassed most hotels that I have experienced. The area appeared safe. A big plus is that it’s only a 10 minute drive to the French Quarter, Business district, and warehouse district. Would definitely stay there again.