Our flight was late, so we didn't get to the hotel until 1:30am. I had called them a couple of days before, and they assured us that it wasn't a problem. Unfortunately, someone on the dayshift made a mistake and gave our room away. They were full by the time we got there, so they booked us at the hotel across the street, and they paid for it. They also reimbursed us for the night at their hotel, so we got that night for free.
We moved in the next morning, and were put on the 2nd floor. We should have asked to move up. There is NO insulation between floors, and the guy above us made more noise than we had ever heard in a hotel before just from walking! But, as he moved out and others moved in, we realized the hotel was just cheaply designed. For 8 nights, we heard stomping back and forth.
One night, there was a huge group that surrounded our room. They had music up so loud that we could hear it four doors down. They were also smoking pot, and since there's a huge gap between the door and the wall with a strong draft into the room, it filled our room. We called the front desk, and they handled it immediately. The group was kicked out!
I'd say the staff is phenomenal! They went above and beyond and were so friendly. The hotel itself looks pretty on the outside, but I wouldn't probably stay in any Homewood Suites again unless I can guarantee a room on the top floor.