Homewood Suites by Hilton Hotels in Norcross

Worst hotel customer experience I've ever had. I need to book a hotel room for a family member who was traveling in an emergency situation. I called Hilton reservation line, and they assured me that it would be no problem for her to check in because I added her to the reservation, prepaid the room, and could complete a form to cover any incidental charges. Jermaine at the front desk was extremely rude to her when she went to check in. I called him and said that she was trying to check in, and he again said that he would not be letting her check in and I could call the reservation line and ask for their help. He then cancelled my prepaid reservation on the spot without telling me and would not answer the telephone when I asked the service representative on the Hilton reservation line to call him and resolve the issue. When I tried to call him back directly to clarify, he told me that he was not going to let her check in, and that he didn't need to explain anything to me, and that he was going to hang up on me (which he did). I don't think I've ever been told that I was going to be hung up on by a customer service provider. I still don't know why this happened, and the Hilton customer service person I spoke to on the reservation line confirmed that the situation did not make any sense. To top it all off, I was told that I would still be paying for the reservation, even though it had been cancelled, because it was prepaid. I tried to book this hotel to make a difficult situation for a close family member a little better. Instead she was treated terribly, sat in the parking lot of a hotel in an unfamiliar city for an hour while I tried to sort it out, and ultimately left exhausted, with no room. Hilton and specifically Jermaine, made a bad situation much worse. Anyone considering a booking at this or any other Hilton property should give my experience some thought first.