Homewood Suites By Hilton Harlingen

Cockroaches - beware. Management (Jacob R.) refused to even speak to us. He and staff also refused to check us out, issue a refund, provide compensation, etc. We were completely ignored. Our family came to visit Harlingen for the weekend of labor day (2025). We had a wedding we were in town for 2 nights. We checked in around 10 or 11 PM on Friday, August 29, 2025. The hotel looks newly renovated and we were looking forward to our stay in a 1 bedroom suite. When we got in and started to unpack we noticed a large live cockroach on the sink in the bath (which the sink section was open into the bedroom as the toilet and shower were in a separate room). We looked around more and found another (different type) bug in the bathroom behind the toilet/trash can. We decided that since there were 2 bugs in our room we did not feel comfortable staying there. Our 8 year old daughter was really upset, crying and scared there could be more bugs (fair enough). We decided to check out of the hotel and booked a room at the other Hilton down the road. Hilton Garden Inn Harlingen Convention Center ended up being lovely and we had no issues staying there. When we checked out of the Homewood Suites by Hilton Harlingen the night staff said a manager would call us the next day. That didn't happen. In fact, my husband spent several hours of our short trip trying to get a hold of a manager to discuss the issue and request a refund. Because we had booked through a 3rd party - our Chase Travel, we were told from Chase and Hilton that the refund was at the discretion of the manager at Homewood. We requested and were told about 5 more times on different calls that we would get a call back from the manager Jacob R. We even stopped by on Sunday morning before our flight out and asked to speak to a manager. We were again told they were in a long meeting and would call us back. This never happened. We also found out on the phone on Saturday we were not checked out of our room like we requested on Friday. Again on Sunday - when we when in person - we were again not checked out. They clearly wanted a "record" we stayed the full trip and did not check out early to justify not refunding us. But we didn't stay more than 5 - 10 minutes in the hotel. We requested 3 times to be checked out on 3 different days. We were told by Chase Travel that our request for refund was denied by the hotel manager, Jacob. I understand bugs happen sometimes. I understand even if a refund isn't possible, but gosh the horrible service (and lack of) and lies that we received from staff and especially management has zero excuse. NO ONE called us back. Ever. They didn't try. I hope management sees the bug pictures and cares enough to 1. call an exterminator. 2. Do better with your customers that encounter an issue instead of ignore them and hope they go away.

Very pleasant stay. Booking next trip here asap

Staff is superb!

The srafff was very courteous! The room was spacious and comfortable.

The breakfast wasn't the best.

The location was perfect for the place I was going the next day. The breakfast was delicious and hot. We’re definitely staying there next time we go

I didn’t like that they closed the swimming pool at 10 pm.

Staff was friendly, helpful and lovely.