Embassy Suites Hotel Reviews

By 5pm on Nov 11 the curtains were removed and new ones were not placed. I checked out on November 12, asked how I would be compensated, and was told I would be receiving 10,000 reward points. I have a video of the extent of blood on the curtains if you would care to view, it is very significant amount. Are you joking? I was expecting a discount on my stay. I truly feel this is a legitimate complaint, and OSHA would love to hear how this matter was handled. I filled out a complaint last week, no response. This is horrible customer service.

A room with 2 Queen beds, does not allow for anyone to walk around the bed to get into them, the beds are so close to the walls, you can't get through. They charge you $42.00 a day to park your vehicle in their lot. The hotel is old, I was grateful the elavators worked. I would most definitely not stay here again. The Residence Inn is a much better hotel, their staff are friend, the rooms are exceptional. Embassy Suite, South, lost an ongoing client.

No towels at the pool. (What did we expect…they didn’t have enough in the rooms). The pillows need to be thrown away. We stacked them 3 high and they still went flat. This was not the typical Embassy breakfast. It was subpar at best. And this has to be the most outdated Embassy around. Hilton should be ashamed. The reviews say it best. This was an indoor Motel with the Embassy logo slapped on it.

Anyway, I placed an order for my car (through the app). It was a little past 2am in the morning, and again, they were not busy. My car never came, I again went to the Marriott front desk to complain how this was an ongoing problem with the valet service and how I think this unprofessionalism looks bad on the Marriott. They were able to help me with what I needed and so therefore I didn't end up having to leave to go to the store.

The last time was when I checked out the next morning. I requested my car, thought the app (the only way to get my car). Waited again. I also watched the valet from across the street just standing around talking to people. I watched this for so long that I finally walked over there to the hotel and requested to talk with the manager. I was told the manager was not in. When I told front desk of the service I received through my stay they just apologized. Which to me was unacceptable at this point. I was given the manager's card and I left my personal information. I was told she would call me when she got to work. I never received a call.

I called Embassy Suites customer service to make a formal complain and request my $45 dollars back. This included the fee for Valet Parking and tip money. (The app made it so that you tip upfront unless you had cash). So when you call for your car through the app, you also put the amount of tip you pay. I, each time, thought it wouldn't be that way AGAIN. Obviously wrong. I did receive an email from the Embassy Suites Manager after my formal complaint and this is all she said, to include no refund.

"We have received some recent feedback from Hilton Guest Assistance regarding the utilization of our Valet Services while staying at our sister property, the Marriott Virginia Beach Oceanfront Resort. We sincerely apologize for the unprofessionalism and lack of service from our valet staff. Unfortunately, since you were billed by the Marriott, we are unable to process a refund. However, if you are a Hilton Honors member, please send me your Hilton Honors number and I will be happy to credit back the valet charge through points. We will make sure to share this feedback with our staff as we continue to improve our level of service."

For me, this is absolutely unacceptable. How dare you steal my money because that is exactly how I feel at this point. You, knowingly and acceptingly acknowledged the horrible experience I endured. But still refused to give me my money back. Yes, refused. I know there is a way to refund me. Petty cash, or whatever. There is a way, even if it is through corporate. What a horrible impression you are making on the Marriott with your bad valet service and customer service. But I am sure you don't care considering y'all are competitors, which is why its weird y'all are even trying to partner anyway. And yes, I still want my money back! I am not in the business to give a way money to large companies for the sake of doing it. Not at all happy with this customer service.

We went downstairs around 1:45am. Explained the problem. They put us in a handicap room with a queen bed (We paid for a king. I’m 6”6.) Figure this one out! Around 6:30-7:00 guess what? The AC kicks on. Just as I thought Embassy Suites run their AC through their corporate office, the fail to run the AC to accommodate the the customer to save energy (money) so on April 29, 2023 I did a little get away with my wife to the Panhandle (Panama City). We checked to a brand new embassy suite. It was very very beautiful. They had only been open for 5 days. Newly built building, well guess what? You guessed correct NO AC!!!! The room was very stuffy! Maintenance was sent up and before I told him I was a license commercial AC tech for over 35 years he attempted to check the breaker which had nothing to do with anything.

I shared with the non knowledgeable concerning AC maintenance gentleman exactly what the problem was. I began to question why was this happening? So she get online and google AC problems at the Embassy Suites and there you have it, several, several, several complaints concerning this exact problem. These rooms cost on average of 340-350 per night. This should not be happening. As we exit our room there you have it. Cool air and very recognized air circulation!!!! This is sad and this matter will be reported to the proper authorities.

-- If it wasn't for the BREAKFAST (being big on breakfast), we would have left.

- Prices (for the washer and dryer) were NOT POSTED in the laundry room.

-- Don't RELY on doing your LAUNDRY until they FIX THE ISSUES. The FRONT DESK will be no help.

---- The hotel was full of visual highlights and it had some good qualities. Though it had its share of issues, they were things that we could live with. I'm not sure how the hotel received 4.5 Stars out of 5 Stars though. It was a near 3 Star Hotel in my opinion.

Valet parking was very expensive and parking your car in garage was also expensive. So you get a nasty room with no parking unless you pay extra. The only good thing about this stay was breakfast and the employees was very professional and nice. But it definitely needs a deep cleaning and furniture replace. My night stand in my room was being held up because it was against the wall. Couldn’t wait to check out. It’s definitely not worth the money. It gives me Motel 8 vibes.

We stood outside the airport for over a hour waiting on the driver. He did not return we called the hotel and they said they were having trouble contacting him. I have contacted the hotel over the past week on numerous occasions and they have told me they can’t contact the driver. Today they have responded saying the driver never seen the bag. So therefore I now assume it has been stolen by him. This was my 3rd time staying in this hotel and I will never return due to the dishonesty of there staff. How could they possibly not be able to contact a driver who drives for them on a daily basis for over a week and surely they shouldn’t be giving him business if this is what he does! I am aware he is possibly employed by another company who the hotel use for cars to drive persons staying at the hotel however I still would not recommend anyone to stay there - avoid it at all costs if you don’t want your property stolen!