Consumer Complaints and Reviews
Clean suite, very spacious. Enough room for our 2 granddaughters to stay with. Polite and friendly staff. Wonderful breakfast and happy hour. The swimming pool was clean and updated. We never had trouble finding a parking place, and this hotel is located near many restaurants and bars. Our room was cleaned every day, and after 3 nights there, we requested our sheets to be changed and they were. We stayed at this hotel 4 times in 4 months, we would recommend it to everyone.
I have had communication with embassy suites in Chicago. Rasha reached out to me after I responded to an email from embassy suites stating they would give me $50 per night back. my return email stated I did not agree with those terms and that I had contacted consumer affairs where I left a review and my sister-in-law left a bad review on their website. after speaking with Rasha who was very kind and understood what had transpired. she stated that she would give me a few days to remove the reviews and that she would authorize a refund to what we had agreed upon verbally. she wanted to correct the issue and was amenable to a compromise. I tried to remove this review completely but it would not let me. the hotel itself was very clean and organized. the rooms were very spacious and the staff was very helpful.
My sister-in-law made plans to take my daughter and I to Chicago. She did not have time to find a hotel so I offered to do it. I checked online for hotels close to the Magnificent Mile. I called several hotels and found the Embassy Suites by Hilton Magnificent Mile. I spoke to a reservation person, which I believe was not through the hotel but through the main reservations. She was really nice and knew what I was looking for. She stayed on the line while I communicated with my sister-in-law to see if the amount was feasible. In the meantime, I tried to hang up and stated I would call back if we wanted it. I wish I would have done what I originally planned. The woman stated this was the last room left and that it could be gone by the time I called back. That is the reason I stayed on the phone. She convinced me this would guarantee us the room.
I know I told her what I saw the room for online and she stated she could give me the room for that price $184/Night. I would never book a room for anything more than $200. I thought "wow" she is really nice to let me stay on the phone with her and what a deal I was getting the room for... 2 beds in separate room, free breakfast made to order, manager meet and greet in the evening with appetizers. She was telling me all this while I was waiting for my sister-in-law to text me back with the okay and card info. Well let me tell you what they did. We found out after we got back that she was charged $484/Night. We did the key drop and I do not know what my sister-in-law was told at the counter when we checked in, (which was nothing as to the price). What a coincidence $184/484. Add tax to the later amount and it's over $500. The room is not worth $500 a night.
I have been trying to get to the bottom of this by calling but the people at Embassy Suites and they state that is what was agreed on. I was sent a confirmation email but I had just emptied all my old mail to make room on my phone. I tried asking them to resend me the confirmation as I told them I needed it for work. I was given the runaround. Call this number or this number. Nobody could produce the confirmation email. It's a scam I believe (my opinion). My sister-in-law is LIVID as that is not what she thought she was going to be charged. As a single mother I now have to cough up at least one night because I cannot make her pay for it all. Any suggestions on where to go to next? Headquarters, I can't seem to find the money. Confirmation number below. This was the weekend of July 15th & 16th.
Well, my brother in law Rev. Rickey ** reserved the Suite 811/NKSP on 5/21/16. We checked in at 4:06 pm. When I got into my room the pillowcases were never changed. They had makeup on them. The room had no ironing board. It took at least 4 to five calls or more to get room assistance. And after that my phone did not work all night - I guess they turned it off. Such a poor hotel. The staff in the am had terrible attitude - when I ask for the corporate number they told me to go online and google it.... My name is Catherine ** and I hope that you will retrain your staff on customer service in the hotel because they definitely need it.
Customer service rep- Tina- VERY RUDE and disrespectful! When called to mention to her boss, the manager, TJ **, excused her unprofessional behavior and was not very nice himself. It seems as if this property does not value customers with their service. I would not recommend a wild ANIMAL to stay here. If you are looking for a nice, clean, safe place, and enjoyable place to stay, this property would not be the best choice for you.
I stayed at Embassy Suites San Francisco South for one night. The room was paid through Expedia however, I was charged $175 in incidentals. 3 days after my stay I called to ask when I would be refunded and I was told the next day. 9 days I called again and I was told I was being charged for "excessive trash/room damage." It was me and my boyfriend staying there and we were barely in the room, there was no excessive trash (if any at all) and absolutely no damage. I am waiting on a manager to call me back, I never received a receipt or anything showing what this suppose excessive trash/damage was! I never thought I needed to take pictures of my room before I left it...
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During my stay my bag was stolen in the gym. The suspect took $200 cash a gold $200 money clip and my Galaxy 5 phone worth $450.00 The manager at the location let me look at the surveillance tape, so I could see the suspect, but the hotel said they couldn't ID him although he used a hotel guest card to enter the gym. They also told me that the hotel did not have security. I called the police and made out a report. I been a long time customer of Embassy Suites and I'm very disappointed in their lack of responsibility for a customer. In fact last August 2015 myself and approx 20 family members stayed at the Isla Verde San Juan Puerto Rico for almost one month. Embassy Suites losses a very good customer.
My daughter stayed at the Temecula Embassy Suites on Jan 29-30. She wanted to stay one more day so I said I would put it on my card. I went down to the front desk and told them my daughter wanted to extend her stay one more day and he said ok. He just needed my credit card. I gave him my card and then he said "Ok. You are checking out?" I told him "No. I'm extending my daughters stay" that's why I gave him my card. His reply was "We are booked up. We have no rooms." When I looked at the receipt it was the bill in my daughter's names.
When I check my card statements the next day there was a bill for from Embassy Suites for 370.56. Then I called my daughter and she checked her card statement and she had a bill from Embassy Suites. And just today she another bill pending. So my daughter is getting double billed and I who didn't stay at Embassy Suites is getting billed for a room I didn't stay at and has been paid for twice. Management said 3 business day to see reimbursement. Now she said 5 business. I shouldn't have to wait any business day for using my card to pay someone else's room and on top of that bill that person also. When my daughter asked about her double billing they told her that the one bill that said pending was the reimbursement waiting to clear. Now I heard of bills pending to be verified but never pending for a reimbursement.
I stay at the Embassy Suites by Hilton. In Niagara Falls every year, for the last 15 years, at least twice a year... have always loved it. Being a Hilton Honor member, when I get a deal, I grab it! So I booked for a two-night stay... Two days prior to arrival Hilton Honors sends me the email stating "You can now check in online for your up smoking stay" so I did so. Chose my room and everything. It even asked me what time I would be arriving, and I said late arrival 9pm. Drove our three hours to get there the night of check in, we arrived at 8:45 and were told "Sorry your room is no longer avail." They cancelled it because there was an issue with my credit card?!
First off, why are they charging my card BEFORE I arrive, when it clearly states they do not do that. And by the way NOTHING WAS WRONG WITH MY CARD. I checked with my card and there was over $1,500 credit avail on it... and no way it would not work. The hotel said "Too bad we have no more room avail now." I stood in shock and kept asking how that could be. They kept saying they could not do anything and my room is gone and they are fully booked. Then... the manager came out and raised his arm and yelled "Get out" and pointed to the door. Called security and loudly said "Escort this woman out now" in front of everyone. I never even raised my voice, I just wanted an explanation!
I was embarrassed and sickened at the horrible staff at the front desk and have NEVER ever been treated that way!! They gave my room away for full price $250 for sure... I had it booked at a deal of $95, they definitely bumped me without checking my check-in time just to make more money. So I tell you now Embassy Suites Niagara... you have not heard the end of this! You disgust me!
I prepaid $800 for a reservation with Hotwire for Embassy Suites, S. San Francisco, six months in advance of my stay. Six months later, I stayed at the hotel, and it was okay. I checked out, I paid the incidental $140 telephone and parking fees by credit card and left with a $0.00 balance receipt. All paid-up. BUT NO! When I got my credit card statement a month later, Embassy Suites charged me $624 for the room. The fourth customer service agent said my credit card was declined for the initial prepaid reservation with an AMEX credit card. I don't own an AMEX card, I don't have a card with the numbers they used to identify it. They say I should let HOTWIRE refund my money, but they also say my prepaid reservation was declined. Idiocy prevails and they are offering no help.
We recently stayed at the Embassy Suites in Tempe, AZ for a three night stay. The experience was very disappointing. We have stayed at many Embassy Suites, and never encountered one with as many facility issues. For the price, the rooms are comparable to a Super 8. The couch in our room was stained so badly we were afraid to sit on it, not to mention worn out. The tub drain was rusty, towels were not replaced on day 2, and there was noise outside nightly throughout the night. It seemed unusual for an ES to have outside entrances to rooms, which made us feel less secure. Walls and doors are flimsy and thin. This definitely made us reconsider our thinking that anytime we chose an ES we would have a high quality facility. This was NOT the case in Tempe. The entire facility is in desperate need of an upgrade! We would never stay there again.
Worst service ever received. I was in Miami to officiate my niece's wedding (ML). When I tried to check in, I was told my credit card was expired, my reservations were cancelled and the hotel was booked. Funny since the sales dept never asked for my credit card and sent me a confirmation number. This happened to additional out-of-town guests that were supposed to be in a block of rooms for the wedding. You can't imagine the embarrassment, inconvenience and mental stress placed on my niece and her fiance the night before their wedding. Her fiance contacted Eileen from the Hilton call center who assured us the issue was fixed and the rooms were available.
Got to the hotel Friday night and was told that no Eileen works for Hilton and they were booked - 30 minute drive to the hotel. We had guests from all over the US and no rooms available. One guest was charged over $600 for a 2-night stay in a room that was blocked for $139 a night. I had to wait until Saturday to get the two rooms I reserved only to find one room in shambles. When my daughter went back to the front desk (she flew in from Chicago) she said she would wait for the maid service. The front desk told her "sorry; we already reserved that room for Juan?" How is that possible when 10 minutes prior they issued her a key to the room? We were all to have rooms on the same floor but got spread throughout the hotel. Front desk manager told me on 8 Nov that National Sales Mngr, Kristine ** failed to notify the front desk of a wedding party staying at the hotel and that was the main issue with the cancellations.
On top of that, my niece's now husband was charged $1000 dollars during checkout because they added my two rooms to his bill and a cancelled reservation to his bill. He was told it could up to 5 business days to get the money refunded to his account. Funny considering it took less than 24 hours to take it from his account. The front desk had the nerve to physically check the room that had the cancellation and make sure no one was occupying it. Don't you have a check-in and key system for verification? Very disgusted with the treatment, cancellations, false billing and stress you added to the bride and groom. I USED to be a Hilton Honor member.
I had a very long drive starting on 27 Aug leaving Maryland at 4:30 a.m. and driving straight to Houston, TX. Upon arriving in Houston, TX at approximately 1:15 a.m on 28 Aug, my family and I decided to check into the downtown Houston Embassy Suites located at 1515 Dallas Street. Considering the amount of time driving all I wanted to do was take a shower and rest so I decided to have my car valet parked, costing me about ($40.00), I believe.
My car was packed due to the fact that my wife and I were moving our son to the Houston area. Upon arriving the next morning at his apartment, two PlayStation wireless controllers and three games were missing from that trunk of my car. I did not immediately contact the hotel due to the fact that I may have left them back in Maryland (however, I know I did pack them). Upon arriving back in Maryland, no games or controllers. I contacted the hotel concerning the stolen property and I got a call from someone (I do not remember the name) that showed me videos of my car being driven away and the valet walking back to the door.
However, he cannot show me any video of my car being parked and what happened after my car was parked but yet he is 100% sure that nothing was taken from my car... HOW?? I served this country 20 years in the Air Force and I work hard for what I am able to afford and I do not steal!! I have gotten the runaround from corporate office people and I will never allow any young thief to park my car again!
Do not allow your car to be parked at this location and I am 100% sure that this is not the first time someone has had property stolen at this location. Management knows about and do not care!!! I was a Hilton Honors member but they can steal that now because I will never stay again!!! Poor excuse for management and workers!
On Saturday morning Aug. 15 around midnight, while on our honeymoon, my wife and I arrived at the Embassy Suites Orlando across from Disney. We booked our rooms weeks before the trip as a secret deal by Booking.com. As we left the hotel hours later we stopped by the front counter and requested a receipt and was given one that showed 1 charge for the room of $127.75. We continued on our way to Miami that day. The next morning I checked my bank account and I saw (3) separate charges from Embassy for 125.00, 131.50, and 6.50. Nothing of the receipt amount of 127.75 so I called the hotel to investigate the charges. I was transferred to the manager and he states that these were not charges but authorizations that would fall off in a few days and that he could help speed the process up first thing Monday morning.
We attempted to call the Hotel multiple times Monday morning with no success. Finally we reach the front desk and was told that the manager would not be in until 3 pm and that she could not help me with my issue. I asked if she could call the manager and see if she can get the information needed to help me from him. She said Yes. Two hours later the manager calls and says that he will help when he gets in the office at 2 pm. Mind you this was 10 am and my wife and I are on our honeymoon now in Miami. Another representative calls me back around 1:30 pm to tell me that the manager will be in but she can attempt to help. Long story short the rep and the manager both had me on a three-way call with my bank and as the conversation about the charges were to be understood by the bank the manager keep interrupting me to say that the charges were valid and that I authorized them.
But when I asked the manager what was the times stamp of those charges as followed: $125.00 11:30 pm (this was before I arrived at the hotel, $6.50 12:30 am (when I arrive at the hotel), and $131.50. 1:25 am. I asked who authorized these charges when I was in the road and in my room on two of them. The manager got upset on the phone with myself and the bank and hung up on us both. I attempted to call the hotel back to complete our conversation and get my money back but could not get anyone to answer the phone. The manager use his personal cell phone to call me. He was very rude, loud, and others around me at the time heard how negatively he spoke to me and asked me who was I speaking to and I told them your Hotel name and they were very upset as well. I have never been taken advantage of and this will not be the first time.
I will never stay in a hotel with this name on it again. We are in our honeymoon and Embassy Suites has taken over $131.50, $6.50, and $125.00 from me and it will take 5 business days to clear this up because the manager didn't want to call Corporate to release my money back to me so that I can enjoy my honeymoon. Thanks for ruining my honeymoon Embassy. I will never forget this and I am going to make sure I spread my experience with all 26,000 of my co-workers.
I had booked a two night stay at embassy in san marcos tx; but due to a family emergency had to check out the morning of the second night. We asked the girl at the front desk if we could get a credit for the second and was told that since we book thru booking.com we would have to call them for the credit. I called booking.com and was told the hotel was responsible for the credit since they has received payment from them. Booking.com called the hotel for me and the lady in house registration told them since there was a misunderstanding they would give us a free night stay. When I asked if this was for any Embassy I was told no just the one in san marcos which was a joke.
When would I ever go back there. If it was at a embassy closer to home I probably would have accepted and forgot about it. You know they rented the room out. They got their money plus another night from another person. I'm left hold the bag because a family member was sick and I had to get back home. It's just good customer service to be nice and give a little to the customer. Since this has happen I won't stay at embassy suite again.
I had posted a review earlier regarding a refund that Hilton would not give to me. I'm happy to say I DID end up getting my refund, and am satisfied. I am giving 3 stars now, because it did take 2 weeks to get my refund. Otherwise, the Hilton Hotels are nice, clean, and the employees are very friendly!
I booked a room at the Embassy Suites in Santa Clara CA through Hotelguides.com. I decided to stay at another hotel, so I called Embassy Suites on June 21 and cancelled. I looked online during my trip and seen that Embassy Suites charged me as being a no show!!! I have contacted them via phone and email several times, but they refuse to give my money back. Apparently they were supposed to send me a confirmation # for my cancellation, but did not. Now I am screwed!! If you ever cancel with any Hilton Hotel MAKE SURE you are sent a confirmation #!!!
My name is Francisco **. On the weekend of the Independence of America I decided to take a well-deserved vacation with my family. I decided to choose our stay in the Embassy Suites Hotel at Dorado del Mar, at Dorado, Puerto Rico, due to my outstanding experience with Hilton's hospitality. As a salesman who is always traveling, I consistently experienced a superb and magnificent attention by your outstanding chains of hotels. It is sorrowful and pitiful to explain the actual nightmare that I experienced in Embassy Suites Hotel at Puerto Rico. I was planning to enjoy swimming in the glamorous and attractive pool that the pictures at the Internet showed, lay on a long chair when I needed a nap, jump in the Jacuzzi, or go to the beach and drink a pina colada while watching the landscape.
But reality was different. My experience was irritating and extremely unpleasant. It happened that somehow, the administration of that particular hotel decided that anyone who could pay ten dollars (including one drink) could also enjoy such day at the pool. What I witnessed was one of the most undesirable and surreal phenomenon that I ever had. There were about a thousand people who were also sharing such facilities. I could not get any chair because all of them were taken, the pool was filled to capacity. I saw some person who got injured and cut his foot, started bleeding and jumped back in the pool. People were spilling their drinks in the water.
My children wanted to jump in the filthy pool but I prohibited them because the pool was unhygienic, squalid, and polluted. I decided to go to the beach just to found that all the chairs were taken too. And the shore of such beach was full with empty bottles of beer and liquor. I was not, in any way, enjoying my vacations. We decided to go to our room. When we were trying to rinse our feet of sand, we found that this lady was shampooing her hair. I could not believe it. At night, when everybody left, the pool had a film of grease and bubbles of nasty foam.
It was preposterous that when we were checking out, the hotel was offering us to stay one extra night for $99.00. I felt disrespected, disregarded, and disdained. I am now considering if I should ever visit the island of Puerto Rico or if I should consider other Hilton hotels when I go around the nation for business. I am extremely angry, infuriated, and disdained. My weekend ended being a horrible nightmare.
When we arrived, we didn't get the room with a view that we reserved. They gave us free access to vending machines with snacks and beverages. The free access ended up being to nothing because the machines were empty. We had towels that were folded as if clean, but they had long black hairs all over them as well as the bathroom floor. We called the desk and they brought clean towels. We stayed 3 nights and on the last night the security guard banged on our door at 10:30 p.m. or so after we were in bed to accuse us of calling room service or someone and being rude or inappropriate to them. We are not the kind of people who do things like that. When we tried to say they had the wrong room, the security guard told us we know what we did and if we continued to argue, we would be removed by the Oxnard police.
We tried 3 times telling them (there were 3 people at our door by the way) it was not us, but each time the security guard threatened to call the police. If we had not had to leave the hotel at 4:00 a.m. to catch a flight, we would have allowed them to call the police. We tried calling the hotel management who would not return our multiple calls. We tried calling Hilton Worldwide and opened a case number. The hotel didn't respond to them either. Hilton Worldwide offered us one night stay and would send us a check. When I called to find out about it I was told that I was misinformed and that it was against their policy to refund for third party reservations (Priceline at $200 per night). I don't know about you, but $200 per night is a lot of money for a hotel and we wanted to have a lovely time on our vacation we get once every other year or so.
Hilton Worldwide said that we could accept their offer of staying one night at another hotel within a year or contacting the hotel and dealing with them because it was up to the hotel. I am so upset that this happened to us and no one cares! We don't know if we will be staying anywhere within a year when the coupon expires and besides with this kind of treatment, who wants to stay at any of their hotels again?
What an embarrassment to the Hilton line. I loved the Embassy Suites Hotel I stayed in in Washington, DC. Unfortunately the Baltimore, MD leaves much to be desired. The evening reception in the evening served sour yogurt and did not refresh any of the "snacks" (fruit, granola, chips). The elevators were very slow. And the bed sheets had a notable stain on my first night there. I wanted to order room service, but gave up when it took 45 min and 2 phone calls just to get a room service menu! There was a barking dog in the room next to me and a musty room smell that only went away with use of A/C. I would not stay here again.
Had an awful experience with Embassy Suites. Absolutely ruined our honeymoon. Booked a Fallsview king sized whirlpool suite and were told there was a "glitch" in the system and were given a city view room with a shower! I was told I had a credit for the room I originally booked and paid for, for whenever I wanted to use it. I called to book my next stay and was told I had a "free upgrade" only. Which meant paying for a regular room and they would be so gracious to give us an upgrade to the fallsview suite. Meanwhile, I paid for this, as this was the suite I originally booked and paid for and did not receive. I was told the person I spoke with on the night of my honeymoon was not allowed to give out the credit she issued. So I guess she was just trying to get rid of the newlyweds.
After wasting my morning talking to a million people and waiting for phone calls I was told I can have a credit with tons of terms and conditions and blackout dates. Can’t book in the summer, holidays, any weekend! Weekends are the time my husband and I are free due to work. I accepted the offer as I am sick of dealing with this, but you think a huge hotel chain could honor what they said and correct a huge mistake on their part. All we wanted was a credit for the room we originally booked for the weekend. We will never get our actual wedding day back and we are very disappointed that we made the trip all the way to this hotel for this experience.
I had stayed in hotel EMBASSY SUITES on dated 2.22.15 from 6:00 PM to 6.30 AM 2.23.15. (My confirmation Number is **, dated 2/23/15). My payment had done by QATAR vide voucher no. **, including $20.00 dinner Per person (Total 4 person) and breakfast also. When I entered in hotel, desk person asked me $25 deposit. I had given $25 deposit to him. When we had taken dinner, our bill was $41 against which Qatar airlines had given them $80 payment voucher (same confirmed by desk person). Person who serve dinner also confirmed that against $80 voucher you had taken only $41 amount food, so if you want any extra than you can ordered (we appreciate her service). But we denied to order any other food. We request for desk person if he will able to arrange breakfast as 15 minute early than their schedule on next day because we have earlier flight on next day - he denied same thing..
Next day when I checked out in the morning 6:30 AM, another person on desk. I asked refund of my deposit $25. He told no any person other than him on desk and he do not know anything. So he can't refund my deposit. He told me he will send me my money after confirmation at my address. (It was surprise me.) When I asked to him for give my Qatar voucher and hotel bill he had given me both (after take photocopy of Qatar voucher) in which deposit of $25 already mentioned by hotel, but Qatar voucher not credited. Further dinner bill debited by $79.38 (instead of $41).
Anyway, I am interested in my $25, so I frequently called them for my deposit but against it was shocked to me every time by their response ("We will check in our account department.") and when we told them we have received same answer every time than we got answer that there are total 11 person staff in account department etc... I have also talked and sent email to firstname.lastname@example.org, but still not received any reply of such small refund amount.
We have already spent lot of our valuable time, money, effort and result get null. Early stage the issue would have been relatively cheap and easy to resolve (refund on desk itself). This kind of attitude is unacceptable and very far from the level of attention and service I would have not expected such even from small hotel. I had traveled many countries like India, Sri Lanka, Hong Kong etc, no any such type of service and reply ever seen. I'm lost for words to describe how disappointed I am with Hilton. Any ideas on how to proceed?
My family and I stay exclusively at Embassy Suites while in the US. We decided to take a 2-hour drive away from our new home in Pensacola and stay in Miramar Beach for a night. The front desk clerk was very nice, the room was clean and just like what I remembered an Embassy Suites being like (we have lived in the UK for the past 3 years). We went to happy hour and then ordered from Calypso's menu... We swam in the pool and sat in the hot tub. Everything was perfect. We went to sleep and got up to the thing we were most excited about: the made to order breakfast! I ordered my omelet while my wife prepared my kids plates, then my wife joined me while I waited.
While we were standing there, an older couple cut line in front of my wife. They quickly acknowledged they had done so and asked my wife to move ahead in front of them. My wife started to order her omelet when the cook told her that she was behind the older couple. Then he looked beyond my wife and took their orders! My wife is quite timid and embarrasses easily moved over to the buffet side to avoid conflict and started to dish up like warm watery scrambled eggs and rubbery bacon. I went to have a talk with the cook and he would not listen to anything I had to say; he was very argumentative.
Finally I told him I would just take it up with his manager. We ate and went upstairs to shower and get ready to check out. The shower water was like warm on its highest setting. Upon check out, I asked to speak to the manager and was told that one wasn't present so I told the front desk clerk about the issue. She agreed this was not how a customer should be treated and told me that she would give my name and number to ** and he would be in contact Monday.
Tuesday rolled around without contact, so I called **. He had never received the complaint and told me that it was out of character for his cook who has been there for 5 years and never had an issue (employee loyalty is important unless you work in the service industry). He told me he would like to send me something in the mail to make up for it. This was over 2 weeks ago and I still have not received a single thing from them. While this hasn't ruined the brand for me, we will never stay in this particular hotel again and will not recommend it to anyone.
Embassy Suites Market Center front desk employees are dishonest, unprofessional, apathetic THIEVES. I left a shopping bag containing a brand new Cannon Rebel camera, a book, and a prescription medicine bottle at the check-in desk at 8:30 PM. An hour and half later the night auditor reported in for her shift at 10:00 PM, at which time she found my property sitting on the lower ledge of the counter where I had left it. No effort was made to find the owner of the bag DESPITE the fact that several items in the bag had my name and address on them i.e. a shipping receipt sticking up inside the book that had my name and address on it. Also there was a prescription medicine bottle that clearly had my name (same name I checked in under) on it as well.
Any front desk employee of average intelligence should have been vigilant enough to look for clues (in plain sight) to determine who the property belonged to. Remember, this is a shopping bag so the contents were clearly visible and would have taken seconds to identify the owner matched the name of a guest that checked in shortly before. I would expect an honest employee to be proactive and go above expectations to find the owner. However, no effort was made to return my property.
Shortly after I checked out I discovered I had a bag missing. I immediately called the hotel and spoke with Gabby. I told her I was calling about my camera. She, without hesitation said yes, is it in a black Bebe shopping bag? I confirmed yes, that was my bag. She said it was found last night and at the front desk. I told her the contents are fragile and she said she would keep it safe. I returned the next day to claim my property and no one including the unprofessional, apathetic front desk manager knew anything about my bag. The equally, unprofessional and apathetic General Manager called me back two days later to tell me the bag was stolen. A police report has been filed.
I asked Jeff **, General manager to expedite the processing of my reimbursement check and to keep me updated on the progress. He has not responded to my request. I am very disappointed with how the matter of my stolen property has been handled by every employee I have spoken to thus far. I will no longer trust the merit of Hilton if I am not contacted by a member of corporate that has the professionalism and vigilance to see this matter through to its end.
Three co-workers and I each reserved separate rooms at the Fort Worth Downtown Embassy Suites weeks in advance for December 2014. Two days before arrival, I personally called the hotel to confirm all the reservations, and was told everything was in place. When we arrived at the Embassy Suites, although my co-workers were allowed to check in, I was asked to wait for a manager to come talk to me.
The smiling manager told me the hotel was full and the guest who stayed in my room last night decided to stay longer and that I was out of luck. She cheerfully told me that she instead booked me a room for 2 nights at the Holiday Inn Express (HIE) about 1.5 miles away for the same price. Holiday Inn Express the same value as an embassy suites in her opinion? Nice to know. There was NOTHING nearby that HIE. No restaurants or anything else and it was far outside the downtown area I needed. I had no rental car because had I stayed downtown as planned I wouldn't have required one.
The Embassy Suites manager called me at the HIE to say that the next night I could have a room at her hotel. I refused. I could never do any business with a hotel that does not respect it's customers enough to hold a reservation, which, let's face it, IS ALL THEY REALLY HAVE TO DO. That is their entire job, to have a room available when they accept a reservation and give a confirmation number. I don't want to hear again and again how "sorry they are for any inconvenience".
Of course, had I not honored MY commitment and stayed at the Embassy Suites that night, they would still have charged me full price for that unused room. But when they are the ones who do not honor their agreement, it is of no cost or consequence to them. I will never do business with them again, and I will let everyone know what a poor excuse for a hotel they are, with incompetent management.
Stayed at the Embassy Suites by Hilton in Buffalo NY USA. When I arrived, there was only Valet parking and no option to self park. When I left the next morning I noticed my car was bumped/hit on the driver rear door. I went back to Embassy Suites to show the manager, she said that they would take care of it and that the insurance is worldwide and would cover it back in Ontario, Canada and they would contact me and pay for the damages that the valet did. When the insurance contacted me, they tried to deny everything and say there is no way to prove it and they will not be covering it. I spoke to the hotel to try to get it resolved and the hotel said that "the management team advised them that they can't do anything and it is with the insurance" and I told them that the insurance said they won't do anything and how can they being a big name like Hilton not do anything about that - they advised me to contact my insurance and that was it. This is what you get when you stay at the embassy Suites in Buffalo.
Ate at Embassy Suites KC Airport location. Bartender interjected himself into conversation with other guests and myself. Was extremely rude New Yorker with attitude about economy and jobs. Government is crap, yada yada yada. Lazy people on unemployment, just living off the dole. Did not like my pro union opinions and thoughts, decided that I should not be allowed to finish my meal. Said I was drunk after 2 glasses of wine and pizza. REALLY? Complained to night manager and he thought it was OK for bartender to discuss his personal politics while serving people. What happened to fly on wall concept, as a worker in service industry you do not argue with or harass customers? You do not threaten guests including no further service. What happened to my rights? No other guests were upset with my opinions.
We checked in to the Embassy Suites Hotel Rosemont Chicago Illinois. Should be Rosemont (Annoid) and could not stay even though I tried because they were under construction and you could not see the construction and I was not told about the construction nor was there a sign until I entered the elevator and was shocked at the mess out of the window to the elevator. Dust on the floors, walls, everything disgusting. I really could not believe it. If I was told before checking in well then it would have been my choice but I feel they tried to deceive me. Now they don't want to credit my credit card by not answering my calls and putting me on hold until the phone disconnects. "WOW". They actually won't answer the phone if you call them and they see that you're calling from the same area code.
On Dec 20th, 2013, I took a few of my family members to the Embassy in Independence OH. It was mine and my 17-year-old sister's birthday. I didn't have a whole lot of money to do anything too big for us, so I figured this would be nice taking the fact they had a pool and hot tub. The plan was to celebrate with a few of my family members by swimming a little bit, eating pizza and just enjoy getting out of our house for a change. From the time I checked into this hotel to the time I asked for a refund I had problems. It all boiled down to the fact that we were the African Americans and pretty much the only ones of color at this hotel. Now when I first checked in the lady at the desk told me it could only be two of us spending the night and if I wanted more people to spend the night I would have to pay $10 per person up to six people.
Now I don't know a lot about hotels but that just didn't seem right though I didn't question it. So we decided to take the children to the swimming pool; it was me, my fiance, my three children, my little brother and my sister's 2 girlfriends. We were in the pool having a good time. It was the first time I had actually taken my kids to a hotel with a swimming pool so they were really having fun. We were not bothering anybody nor making a lot of noise or anything like that. The next thing I know two African Americans which were the two black managers on duty, one was the assistant manager, they came to the swimming pool, called me out of the room and told me that they could not accommodate a pool party.
I was confused because it was only a few of us in the pool area and we didn't have anything down there with us that would make them think we were having a party. The only reason they knew it was for a birthday was because I had money pinned on my coat when I walked in. So I just explained to them that the lady that checked us in said that I could only have one guest spend the night with me, not that I couldn't invite a few people there, period. As soon as they made us leave the pool after we did nothing wrong, a large group of Caucasians went into the pool and took the whole thing over.
I have never been so humiliated in my life. I had never actually experienced racial profiling until that point. And I hope I never have to feel the way they made me feel ever again. After I took my children up to the room, my fiance and I went back down to talk with them and to ask to be prorated for the couple of hours that we were there. Keep in mind when we were waiting on the manager, they had called the hotel police, I guess, thinking that because we were black we would cause a problem. I wouldn't give them the pleasure of even thinking I told you so.
Not every black person you see acts ghetto and out of control and personally, I don't even think that has to do with race because all races can act out of control. The manager went on to explain that they couldn't have us few blacks in the pool like that because they had situations in the past basically meaning situations with black people. I was so disgusted and disappointed. This had to be the worst birthday in the 30 years I've been living. I would not recommend this hotel to my worst enemy. Embassy Suites Hotels, at least the one on Rockside and Independence, OH is racist and I want the world to know!!!!
Embassy Suites Livonia, MI. My first stay in 1995 was lovely. Since then I have stayed three times. Progressively downhill. Electrical issues every single day. Room smelled like smoke. Carpet pealed back. Curtains pealed back. Checked in on Thursday & my bed linens were changed 9pm on Sunday night. The poor employees are trying but this is an issue with the owners. Please just shut this place down. $99 per night is cruel. It is my Thanksgiving holiday. Finding another hotel will be a challenge but I have no choice.
I stayed at the hotel for one night. The morning of checkout, I received bill under my door in the amount of $187.56. At checkout, I advised to keep charges on my Visa. When I checked my account, I was charged $205.22. When I called to complain, I was told there were additional charges that were never disclosed to me nor was I given a bill at checkout when I turned in keys and advise to keep charges on my card. If the total had changed, I should have been notified. I really believe this is some kind of scam. How do you give me a printout under my door but not when I checkout at the front desk, especially if the amount is different. The consumer should know what is being billed to their account.
I called to complain about the difference in the charges and was first told that the lady working the front desk remembered me and remembered me telling her that I had a receipt. This was not true. Then I was told that I am not given a receipt at checkout unless I ask for one. I should not have to ask for a printout that shows what will be charged to my account. This should be automatic. Since I was not given anything, was not asked if I needed anything, or was not asked if I was aware of the additional charges, I assumed the amount on the printout that was slid under my room door would be the amount that I was charged. It is bad enough the room was not up to par, but then they attempt to scam me as well. EMBASSY SUITES SHOULD BE ASHAMED OF THEMSELVES. THE SERVICE I RECEIVED, THE FILTH OF THE POOL AND HOT TUB AREA, AND THE POOR QUALITY OF THE ROOM WAS NOT WORTH THE MONEY THAT I PAID!
Up until our encounter with Jeffrey, this hotel was almost at five stars for me. Apparently when you book a room with multiple people, every person's name is supposed to be listed. Never knew this. Never been told during check in about this iron clad rule. So when I booked two rooms for a wedding party, they were all in my name. So when my husband locked himself out of our room while running pizza over to the bride and groom, he thought nothing of it. Call right down and they'll run you one up - just like they did a for our groom a couple of hours prior. UNLESS, the night manager, Jeffrey, is on duty. Not on his watch!!
Instead of managing a simple problem he let it blow up into a situation to where the bride and groom along with my husband were thrown out of the building. Just because Jeffrey would not let my husband into the room to check on me. Did I mention that I was in the room and unresponsive? The police would not even accompany the manager into the room to make sure I was alive. They simply threw their guests out on the street. When I finally found a cab and located my husband, he was sleeping on a bench with nothing except his shorts on and bleeding feet. He had reconstructive surgery recently and couldn't make the hike to stay in another hotel or money for a cab to get there. Couldn't pay for anything. When I informed Jeffrey, the night manager, that I had a medical condition that everyone had a right to be concerned about, he just shrugged and said he thought I was just too drunk to make it to the door. Class act...
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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.
- Best for Embassy Suites caters to those looking for extra amenities and spacious accommodations, including families.
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Embassy Suites Hotel Company Profile
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- Embassy Suites Hotel