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Business Profile

Hospitality

Highgate Hotels

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hospitality.

Complaints

This profile includes complaints for Highgate Hotels's headquarters and its corporate-owned locations. To view all corporate locations, see

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Highgate Hotels has 2 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint type

    • Initial Complaint

      Date:06/04/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We stayed at the homewood suites by ****** ********/phoenix managed under highgate from 5/22 a 5/31. The entire stay was less than stellar. Front desk staff was rude, dismissive and deceptive. The hotel was under construction which was not on the ************************** page for their property. The pay to park mention you had to click in to find it out under amenities not front and center as the front desk stated. The pool was disgustingly dirty and looked like it hadnt been cleaned in some time, dirty, moldy mildew and hair, trash in the filters. There were nails and frozen water bottles flying off the roof, another guest was hit in the head by one, we were not. Nails 4-5 inches long. We complained and only after multiple complaints were we told we could use the pool next door. We got housekeeping 1 day in total for our stay otherwise we had to clean our own rooms and use pool towels or find the cart when they were doing housekeeping not at our room to find toilet paper and clean towels. Tv barely worked and we had nowhere else we could stay. I asked for a partial refund to make up and they gave us only the $75 parking back and said to contact ************************** if we wanted more. ************************** said the hotel has to authorize it and the hotel refused. Worst stay, not to mention undercooked sausage at breakfast, room had drywall crumbling in areas. All in all terrible representation of the ****** brand. STAY AWAY IF YOU WANT TO HAVE A GOOD TIME. And towards the end another guest showed me their room was left open by housekeeping and the guest asked to see cameras and the front desk said they didnt have cameras despite there being visible cameras in the hallways. I stepped in and said what about the ones in the hallways?? never again.

      Business Response

      Date: 06/18/2025

      Dear Tyler,

      I would like to sincerely apologize again for the less than satisfactory experience that you had while staying with us at Homewood Suites.  This is not typical of the service we provide and we understand that while issues may occur, the compounding of everything that you stated here makes for a very poor perception of our property.  A renovation taking place during your stay just adds to the disappointment.  I would also like to apologize for not being able to refund more than what was charged directly at the property when you emailed me for assistance.  I was happy to refund what I had control over and additionally to speak with Hotels.com in order to provide more compensation up and above that.  I will share with you that Hotels.com never contacted me, so while I know this added to your disappointment, please know that refusing to assist you further was never my intention.  While I cannot take back the time that you lost here while the roof was being replaced and the first half of your stay when we were upgrading our television channels, I can offer to assist in compensating you further.  Since Hotels.com was less than helpful in this scenario, may I offer to send you Hilton Honors points so that you can use them toward a future stay at a Hilton property of your choice?  I am happy to discuss what would be fair with you if you would like to reply to our previous email thread.  I am also happy to attempt the Hotels.com route again as well, but that would mean you would have to call them first, and that has obviously been a frustration, so I wanted to offer an alternative solution for you.  Please let me know how you would prefer me to assist, and I am happy to do it.

    • Initial Complaint

      Date:12/20/2024

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On September 24, 2024, I checked into ********************. I had an uneventful stay, other than a few issues with the room's plumbing. I checked out September 25.Sometime in October, I checked my credit card statement and saw a charge from said hotel for $400.00.I contacted the hotel and they informed me that I had damaged a nightstand in my room and that they charged my credit card. I vehemently deny the fact that I caused any damage to the room. The nightstand in question was NOT even used during my stay. I've requested being reimbursed, however, I was denied. I attempted to get in contact with the management company that runs the hotel, but received no return email. Being accused of something that I didn't do is one thing, but being charged $400.00 on my card without any notification is absolutely ridiculous.

    Highgate Hotels is NOT a BBB Accredited Business.

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