Our promise. We provide a buying advantage with verified reviews and unbiased editorial research.
ConsumerAffairs has collected 129 reviews and 132 ratings.
A link has directed you to this review. Its location on this page may change next time you visit.
- 4,348,017 reviews on ConsumerAffairs are verified.
- We require contact information to ensure our reviewers are real.
- We use intelligent software that helps us maintain the integrity of reviews.
- Our moderators read all reviews to verify quality and helpfulness.
Reviewed Nov. 19, 2023
I checked in the Embassy Suites, Frisco Texas on Thursday at 9pm, November 9, 2023. Immediately, I contacted the front desk due to blood on the living room curtains, I was told there were no rooms to change to and they would handle on November 10. On November 10 in the morning I responded to a text, reiterating the blood on the curtains, again no response. I reached out at 7pm November 10 due to no response to my complaint. At 3pm on November 11 I received a text the situation was resolved, however I was in the room and asked the manager to come up and see nothing was resolved. I proceeded to go the front desk, expressed my disgust on how this matter had been handled. I am a physician and surgeon, so I explained about communitive diseases and how unsafe leaving these curtains hanging was.
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.
Reviewed Nov. 19, 2023
I was very disappointed with the lack of professionalism by the customer service when calling to cancel my reservation. Two separate times I was hung up on by an employee. I hope that more training is provided.
Thanks for subscribing.
You have successfully subscribed to our newsletter! Enjoy reading our tips and recommendations.
Reviewed Sept. 5, 2023
Just recently stayed at the Embassy Suites Hotel, South, it was the most terrible experience I have ever had at an Embassy Suite, this was in El Segundo, Los Angeles close to the Airport. It was going through renovations, the staff were rude, I did not meet one staff member that was nice, the breakfast, was cold, there were flies all over the place. The front desk staff was the worst, tried to get answers about the parking and was given different information depending on who you spoke with. I had my elderly mother-in-law with us, they directed us to the wrong elevator in the parking structure, which required several phone calls to the front desk, just to be told there is a sign saying a certain elevator was only for construction people, there were NO signs indicating that whatsoever.
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.
Reviewed Aug. 3, 2023
We visited Irving Tx for the weekend of July 28. We stayed at the Embassy located at 4650 Airport Fwy. First night we didn’t have enough towels. We call down to front desk and ask for more and never received them. We go to front desk and they say they do not have any. WTF‼️⁉️ The air in the room barely worked. Thermostat set to 67 and air wasn’t coming on so the room was warm at best. Wi-Fi was a joke. It didn’t work at all. Was away from the room the entire next day to come back to still no towels. In fact we actually went to buy our own. And we were told we didn’t request room service although we definitely asked for towels the night before.
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.
Reviewed June 11, 2023
I stayed at the Marriott but was being valet parked by Embassy Suites employees. Apparently they have an agreement with each other. I called for my car on several different occasions and the first time it took a ridiculously amount of time when they were not busy. Again, when I called they also were taking a long time and not busy. So long in fact, I went inside to the Marriott and mentioned that I've been waiting for my car. They called the Embassy Suites and apologized but said they would send someone right now to get the car saying they didn't get a message of someone calling for their car. I know that they were lying or the person who brought me my car lied because the person that brought me my car said that the rest of the valet staff left and didn't tell him and that's why it took so long.
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.
Reviewed April 30, 2023
I am commercial ac HVAC/R technician for over 35 years. 2 years ago we visited the embassy suites in Ft Lauderdale entered into the Embassy suites on 17th st causeway. The carpet was wet and it smelled off (mildew). 20 minutes later my wife eyes started to swell, her lips and she became very I’ll (no air circulation). On March 31, 2023 (my wife’s birthday) we went back to Fort Lauderdale to celebrate her special day and decided to give the embassy suites on 17th street causeway because the manager was very nice the last time and refunded me the entire 339.00 that we paid. When I tell you it was a double disaster. We got to our room same thing. Carpet was stink and wet, no air circulation. They put us in another. Around 1:30am my wife woke up saying she was warm (this is South Florida). Well the AC was not working nor was the fan running.
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.
Reviewed Jan. 5, 2023
Embassy Suites - the Good, the Bad and the Ugly
- Made-to-Order Breakfast was a delight. HIGHLIGHT OF THE STAY.
- The pool and workout rooms were SMALL but NICE.
-- If it wasn't for the BREAKFAST (being big on breakfast), we would have left.The BAD
- Room was TOO COLD (they had a Service Tech come and explain it all to us-because we had a CORNER SUITE).
- The Grille/Restaurant closed about 8pm. The sign said OPEN UNTIL 10pm.
-- Do NOT get a CORNER SUITE in COLD WEATHER and EAT/GET YOUR MEAL BEFORE 8pm.
- HOTEL WATER, hot and cold, went out one morning (came back on early afternoon).
- Prices (for the washer and dryer) were NOT POSTED in the laundry room.The UGLY
- A sign stating that "DOLLARS and CARDS" was posted but NO CARD MACHINE could be located in the room.
- Dollar Bills didn't go through change machine.
- The machines ONLY TOOK QUARTERS.
-- 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.
Reviewed Jan. 4, 2023
The worst stay ever when you think you are getting a 5 star stay. The refrigerator was nasty couldn’t use it. The couch was tore dirty and stained. The room has been ozone’ from weed smoke which kept me with a headache my whole stay. Couldn’t sleep. Very noisy. A lot of teenagers present. The whole 3rd floor smelled like weed. It was horrible for a nonsmoker. The walls was dirty. Had to ask for clean sheets. The bed sheets was not changed. This hotel has definitely went downhill. It’s more like a motel.
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.
Reviewed June 8, 2022
Room wasn't cleaned properly or at all really, trash under pull out couch, blood stains on pull out couch mattress, dried up piss on the toilet, dirty towels in bathroom, was no complimentary snacks and drinks in room like it was supposed to be, and the girl at front desk today when I checked out had a bad ** funky attitude. I don't think we wanna go back. Eeeewwww.
Reviewed March 27, 2022
This is my first time ever writing a review but I felt I had to. I stayed in this hotel from March 16th till the 20th of March - On the 20th of March the hotel arranged for a driver to drop us to the airport. We had a bag of shopping with us worth approximately $600 - we got out of the vehicle and forgot the bag, my partner ran after the driver however he kept driving and did not stop. We then contacted the hotel and explained the situation to a number of different people. I explained the urgency and that the driver had left in the last 2 minutes. I was transferred from staff member to staff member and finally a man called Kenneth understood what was going on. He said he would make contact with the driver to return to us with the bag.
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!
Embassy Suites Hotel author review by ConsumerAffairs Research Team
Embassy Suites started in 1983 as a member of the Holiday Inn family. It was acquired by Hilton in 1999 and is one of their full service brands. There are over 200 locations in Canada, Latin America and the United States.
Hilton property: Hilton owns Embassy Suites, so guests can use their Hilton HHonors rewards and enjoy eforea spas at select locations. These properties also support the same community initiatives as Hilton Hotels and Suites.
Free breakfast: Embassy Suites offers every guest a free, cooked-to-order breakfast. Options include bacon, omelets, potatoes, fresh fruit, sausage and more.
Evening reception: At the end of each day, Embassy Suites hosts an evening reception. All guests are welcome, and they receive free snacks and light appetizers as well as a variety of alcoholic and nonalcoholic beverages. Both children and adults are welcome.
Large rooms: Every room at Embassy Suites is actually a two-room suite. Each room has a flat screen television, so everyone can watch what they want. Other room amenities include a coffeemaker and minibar.
Family friendly: In 2015, Embassy Suites received a First Place Ranking in the Hotel Brand for Families category from Parents Magazine. Parents can visit the #PrettyGreat Family Travel portion of the Embassy Suites website for tips and travel hacks to make their trip go smoothly.
Embassy Suites Hotel Company Information
- Company Name:
- Embassy Suites Hotel
You’re signed up
We’ll start sending you the news you need delivered straight to you. We value your privacy. Unsubscribe easily.