Lobby
Check availability

Reviews of Homewood Suites by Hilton Albany Crossgates Mall, NY

3 out of 5
Homewood Suites by Hilton Albany Crossgates Mall, NY
1651 Western Avenue, Albany, NY

Reviews

8.8

Excellent

Rating 10 - Excellent. 223 out of 355 reviews" "
Rating 8 - Good. 69 out of 355 reviews" "
Rating 6 - Okay. 26 out of 355 reviews" "
Rating 4 - Poor. 22 out of 355 reviews" "
Rating 2 - Terrible. 15 out of 355 reviews" "

9.0/10

Cleanliness

9.0/10

Staff & service

8.8/10

Amenities

9.2/10

Property conditions & facilities

8.2/10

Eco-friendliness

Reviews

10/10 Excellent

Sonia

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Muy buenos
Stayed 3 nights in May 2024

8/10 Good

William

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Was very noisy until about 11:30pm. Kids in next room with no parent supervision. The fridge still had leftovers and open drinks in it.
Stayed 1 night in May 2024

8/10 Good

Michael

Stayed 1 night in Apr 2024

6/10 Okay

Steve

Liked: Cleanliness, property conditions & facilities
Stayed 1 night in Apr 2024

4/10 Poor

Tina

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Our stay was last minute during a snow storm so the hotel was at full capacity. The room was not clean. Stains on the couch , chairs and comforters. The handles on the microwave and refrigerator were dirty. The toilet rocked and the seat was crooked. There was a very unpleasant smell to the room as well. We have always enjoyed our stay at Homewood Suites in different areas as well as the Crossgates one but never again. It was a nice room so it wasn’t cheap but the condition of the room was just not exceptable.

2/10 Terrible

Denise

Liked: Cleanliness
Disliked: Amenities, property conditions & facilities
We drove an hour to specifically use the pool on the kids school vacation. We paid $200 for the night and the pool was out of order.
Stayed 1 night in Feb 2024

8/10 Good

jamie, Turners Falls

Stayed 2 nights in Feb 2024

10/10 Excellent

lakendra

Liked: Cleanliness, property conditions & facilities
N/A
Stayed 1 night in Feb 2024

6/10 Okay

Shannon

Travelled with family
Stayed 1 night in Feb 2024

4/10 Poor

Peter

Travelled with family, Travelled with partner
Liked: Staff & service, amenities
Check in was easy and the staff was greatI got a 2 queen suite that was nice and spacious. My kids like it a lot. The bedding was terrible. The top bla ket was a duvet and the pillows squished down to nothing. The room smelled musty though i left the ceiling fan on all day, even while we were away. The pool was hazy and walls were dingy looking. Breakfast was pretty bad, too. Im pretty sure the eggs werent made of eggs and the sausage patty was the worst that ive ever had. It would be better to have offered nothing.
Stayed 4 nights in Feb 2024

10/10 Excellent

Kathleen

Stayed 1 night in Jan 2024

6/10 Okay

Betsy

Liked: Cleanliness, property conditions & facilities, room comfort
Nothing special
The room is spacious and the bed is very comfortable. Breakfast the usual continental breakfast. Nothing special. I wouldn’t stay here again. The walls are paper thin and I could actually hear the guy next to me snoring through the walls! There were like 10 kids in the rooms across from me making loud noises for hours. I wanted a peaceful, quiet stay and got the opposite of that.
Stayed 1 night in Jan 2024

6/10 Okay

Shannon

Liked: Cleanliness
Stayed 1 night in Jan 2024

10/10 Excellent

Kristine

Travelled with pets
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff was very helpful and friendly. Beds are very comfortable and everything was very clean.
Stayed 2 nights in Jan 2024

10/10 Excellent

Kimberley

Stayed 1 night in Dec 2023

10/10 Excellent

Beverely

Stayed 1 night in Dec 2023

10/10 Excellent

Brian

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Nov 2023

2/10 Terrible

Amy

Travelled with family
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities, room comfort
Unhealthy and unsavory.
Loud children running around halls. Room smelled like smoke. BEDBUGS. Rough area. Was very uncomfortable. Lack of security. Furniture was worn. Mattress uncomfortable. Room not clean. Maintenance man was using a towel with his feet to clean floors — really??? Dishes were filthy.
Stayed 1 night in Nov 2023

4/10 Poor

Aleyda

Travelled with family, Travelled with family and small children
Disliked: Cleanliness, amenities, property conditions & facilities
When I went to check in I wasn’t greeted, the woman that checked me in was more so worried about clocking out and someone relieving her. I was told I’d have to wait because no rooms were ready. Luckily another staff member came over and confirmed there was a room ready. When we first arrived to our room it looked a bit dirty as if it wasn’t vacuumed, or wiped down,there was old food in the heater vent, like a whole cracker was in the vent sitting there. The couch had stains all over it and the blankets and sheets for the pull out couch were stained like actual food stains. When my daughter went to take a shower she noticed the brown ring around the tub before getting in. It felt as if the room was rushed to be clean.wasn’t the greatest experience. I chose this hotel because we previously stayed here and I had no complaints,but this time around it was a bit upsetting.
Stayed 1 night in Nov 2023

10/10 Excellent

Antoinette

Stayed 1 night in Oct 2023

8/10 Good

Terence

Liked: Cleanliness, staff & service, property conditions & facilities
Not bad
My wife and I had 2 queen beds. The room was nice but the beds were very uncomfortable too soft.
Stayed 2 nights in Oct 2023

6/10 Okay

Paul

Stayed 2 nights in Oct 2023

6/10 Okay

Robert

Disliked: Cleanliness
housekeeping
Hotel looks very good, room was nice, but housekeeping needs improvement. I booked two rooms. In my daughters' room she had to call to the desk to complain about the stained sheets on her bed. They should have come up and changed them instead they brought her sheets. In my room they have pumps on the wall for the usual complimentary soaps and shampoo. I get in the shower, and they were empty, there is no bar of soap in the room. Talk to the desk and someone comes up with the bottles but does not install them just leaves them on the desk. The room has a small kitchen area, I am glad I had not brought food to the room because how do you eat anything when the utensils consist of two spoons, three knives, and no forks. I found that the rooms are not very soundproof especial overhead. All that said the general condition of the physical room was very good. I would stay here again if I had to, but I would come prepared.
Stayed 1 night in Oct 2023

4/10 Poor

Yvonne P.

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I liked everything but there was an active shooter on the floor above us and we were all evacuated at 7am for 3 hours by hundreds of armed police and we were terrified and traumatized. The staff was very kind and apologetic but we asked for a refund and the General Manager said she would arrange it but I haven't heard from the hotel yet
Stayed 1 night in Sep 2023
Response from Bonnie on Sep 23, 2023
Your refund has been processed. Depending on your bank it may take 3 to 5 business days to show up on your account.

6/10 Okay

Barrie

Travelled with family and small children
Liked: Cleanliness, amenities
Disliked: Staff & service
It was a nice hotel, the location was great. Shopping right next store. The issues were few, there were loud out door parties during quiet hours which where annoying but not horrible. I am not sure where recreational cannabis smoking is handled at hotels but the smell in the hall ways was unreal. I guess I wasn’t expecting to get the dorm room feel in a hotel.
Stayed 2 nights in Aug 2023

6/10 Okay

Bowden

Liked: Cleanliness, property conditions & facilities
Won't stay here again
Bathroom was small, a lot of street noise, check-in clerk pointed us to the wrong breakfast bar, so we had 4 days of not very good breakfasts, not knowing that there was apparently a better breakfast bar for Homewood Suites guests. No material explaining hotel features in the room. Bed was comfortable.
Stayed 4 nights in Aug 2023
Response from Kayla-Night supervisor on Aug 24, 2023
I'm so sorry to hear about your stay here. I do see that our Assistant General Manager reached out to you and hopefully you are feeling slight relief. We hope you stay with us again!

10/10 Excellent

Kathleen

Stayed 1 night in Aug 2023
Response from Kayla-Night supervisor on Aug 24, 2023
Thank you for your recent stay at our hotel! I hope you felt at home. We can’t wait to welcome you home again soon!

10/10 Excellent

Qasim

Stayed 1 night in Jul 2023
Response from Kayla-Night supervisor on Aug 24, 2023
Thank you for your recent stay at our hotel! I hope you felt at home. We can’t wait to welcome you home again soon!

10/10 Excellent

Roberto

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
I’ll be Back!! Lol
My stay was Great. I stayed with my wife and son and we had a blast. We enjoyed the Pool, the hotel staff was friendly, my room was as HUGE and the mall is right behind the property for easy access.
Stayed 3 nights in Jul 2023
Response from Kayla-Night supervisor on Aug 24, 2023
Thank you for your recent stay at our hotel! I hope you felt at home. We can’t wait to welcome you home again soon!

10/10 Excellent

Daniel

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Jul 2023
Response from Kayla-Night supervisor on Aug 24, 2023
Thank you for your recent stay at our hotel! I hope you felt at home. We can’t wait to welcome you home again soon!

10/10 Excellent

Verified traveller

Travelled with family
Liked: Staff & service, property conditions & facilities, room comfort
Great stay! We love this hotel and stay here every time we travel for soccer tournaments and long drives. The first room was dirty but a quick switch to a different room was great!
Stayed 1 night in Jul 2023
Response from Kayla-Night supervisor on Jul 8, 2023
Thank you for your recent stay at our hotel! I hope you felt at home. We can’t wait to welcome you home again soon!

6/10 Okay

LACEE

Stayed 2 nights in Jun 2023
Response from Kayla-Night supervisor on Jul 8, 2023
We sincerely appreciate your feedback and we're very sorry you were unhappy. Your feedback is important as our goal is to ensure every guest feels at home while staying with us. We hope you will consider staying at Homewood Suites in the future.

10/10 Excellent

Ali

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Safe area, nice property
Stayed 1 night in May 2023
Response from Kayla-Night supervisor on Jun 7, 2023
Thank you for your recent stay at our hotel! I hope you felt at home. We can’t wait to welcome you home again soon!

10/10 Excellent

Kelly

Travelled with family and small children
Liked: Cleanliness, staff & service, property conditions & facilities
It was an amazing experience for my kids. The first time they've ever got to stay in a hotel and they thought they were in a dream. Convenient location near everything you'd like to do with your family. It was simply perfect.
Stayed 2 nights in May 2023
Response from Kayla R.-Night Supervisor on May 23, 2023
Thank you for your recent stay at our hotel! I hope you felt at home. We can’t wait to welcome you home again soon!

2/10 Terrible

Dillone

Stayed 2 nights in May 2023
Response from Kayla-Night supervisor on Jun 17, 2023
Thank you for taking the time to share your recent experience at Homewood Suites.We sincerely appreciate your feedback and we're very sorry you were unhappy. Your feedback is important as our goal is to ensure every guest feels at home while staying with us. We hope you will consider staying at Homewood Suites in the future.

10/10 Excellent

Deborah

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Beautiful rooms, spacious, comfortable. Nice pool great breakfast - would definitely recommend & stay again ourselves.
Stayed 1 night in May 2023
Response from Kayla R.-Night Supervisor on May 23, 2023
Thank you for your recent stay at our hotel! I hope you felt at home. We can’t wait to welcome you home again soon!

8/10 Good

Ammon

Stayed 1 night in May 2023
Response from Kayla R.-Night Supervisor on May 23, 2023
Thank you for your recent stay at our hotel! I hope you felt at home. We can’t wait to welcome you home again soon!

10/10 Excellent

chang ho

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Very convenient
Stayed 18 nights in Apr 2023
Response from Kayla R.-Night Supervisor on May 23, 2023
Thank you for your recent stay at our hotel! I hope you felt at home. We can’t wait to welcome you home again soon!

8/10 Good

brent

Liked: Cleanliness, staff & service, property conditions & facilities
.
Stayed 2 nights in Apr 2023
Response from Kayla R.-Night Supervisor on May 23, 2023
Thank you for your recent stay at our hotel! I hope you felt at home. We can’t wait to welcome you home again soon!

10/10 Excellent

Brandi Renee

Liked: Cleanliness, amenities, property conditions & facilities
Stayed 12 nights in Apr 2023
Response from Kayla R.-Night Supervisor on May 23, 2023
Thank you for your recent stay at our hotel! I hope you felt at home. We can’t wait to welcome you home again soon!

10/10 Excellent

Patricia

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Comfortable beds and most importantly the shower stayed hot! Breakfast buffet was nice staff manning the food stations were helpful and kind. Great location close to restaurants and the Crossgates Mall.
Stayed 3 nights in Apr 2023
Response from Kayla R.-Night Supervisor on May 23, 2023
Thank you for your recent stay at our hotel! I hope you felt at home. We can’t wait to welcome you home again soon!There is honestly nothing better than a shower that stays hot! I'm so glad you had a wonderful stay with us!

6/10 Okay

Brian

Disliked: Amenities
Homewood suites were sub-standard in customer focus. Bulbs not working in the suite etc, etc Not in keeping with the good name of Hilton.
Stayed 7 nights in Mar 2023
Response from Kayla R.-Night Supervisor on May 23, 2023
I'm so sorry you had this experience while you were here. We take our guests feedback seriously and we will be addressing this. Thank you for taking the time to review us.

8/10 Good

Lorrin

Travelled with family
Liked: Staff & service, property conditions & facilities, room comfort
Stayed 1 night in Mar 2023

10/10 Excellent

Greylock

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Mar 2023

10/10 Excellent

chang ho

Travelled with family, Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent
Stayed 13 nights in Feb 2023

8/10 Good

Daniel

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Feb 2023

10/10 Excellent

Tania

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The reception desk girls are so friendly! We also love the common areas, very cute and fun for the kids and adults!
Stayed 1 night in Feb 2023

10/10 Excellent

Jonathan

Stayed 1 night in Feb 2023

10/10 Excellent

Maryssa

Stayed 1 night in Feb 2023

10/10 Excellent

annemarie

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I
Stayed 1 night in Jan 2023