Embassy Suites by Hilton Reviews

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About Embassy Suites by Hilton

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Embassy Suites provides all-suite accommodations. Each suite features separate living and sleeping areas, a complimentary cooked-to-order breakfast and an evening reception. Since its inception in 1984, Embassy Suites has provided lodging options for extended stays and family travel.

Pros
  • Spacious rooms
  • Good variety of amenities
Cons
  • Poor customer service response
  • Issues with billing discrepancies

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Embassy Suites by Hilton Reviews

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    How do I know I can trust these reviews about Embassy Suites by Hilton?
    • 4,659,245 reviews on ConsumerAffairs are verified.
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    Page 1 Reviews 0 - 10
    Price

    Reviewed April 6, 2025

    Our 1st time to stay there, and from Hobbs NM. Very unhappy customer, price was ridiculous for that room. I want my money back. I told the young lady when I checked out. She was from Dallas TX. She said she would forward message to Management. I/We had problems with the card getting in and out. The air conditioner not working properly it was hot, door knob fell off when we tried to open door. Dirty, dirty. Floor dirty, curtains dirty like they have been there for many years. Nasty, tub dirty, lights didn’t work properly. Just not worth what I paid. I regret bringing my daughter and granddaughters to that nasty place. I would like my money back. Never will I stay there again.

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    Staff

    Reviewed Feb. 22, 2025

    Review for Embassy Suites Atlanta Airport North (Feb 7-9, 2025). I had a terrible experience at this hotel. My guaranteed adjoining rooms were unavailable, and check-in was delayed until 6:30 p.m. Housekeeping neglected our rooms despite multiple complaints, and staff harassed my family, forcing us to stay at the pool all day, making children ill. We couldn’t use our rooms, and my granddaughter’s birthday celebration was ruined. Completely unacceptable service for a Hilton property!

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      Customer Service

      Reviewed Feb. 20, 2025

      I had a horrible time that one night, first they had nothing good to offer at happy hour... The handicapped room was so small my wheelchair could only go in bathroom, where they have slick tile on the floors... I feel trying to get out of the high bed, if my daughter had not been with me I couldn't get to the phone... The security guard came & got me up. Breakfast had little to be desired... Will never go to another Embassy Suites, they used to be my favorite go to.

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      Punctuality & SpeedStaff

      Reviewed Dec. 25, 2024

      We have stayed at Embassy Suites for over 20 years. Our experience there has been very good in the past. We stayed there last spring and were informed that we now had to pay for parking. We already made the reservations prior to our arrival. I was told at the front desk that we had to pay to park. I told the attendant that was not happy about that. She said that many people had expressed their dissatisfaction and that she didn't believe it would last long. We stayed there again a few weeks later and had to pay for parking. I informed the desk attendant that this would be the last time we stayed because of this. I guess that when you don't have a problem filling your rooms you start gouging people for more money. That is called GREED and I won't be contributing.

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      Reviewed Oct. 7, 2024

      I recently came back from staying 2 nights at The Embassy Suites hotel in Niagara Falls, Ontario. When we got there, we found out that parking on site was $70. If you don't want to pay that much for parking, the only other option was to pay $35 to park on their offsite parking lot which was 4 blocks away. At least it was a gated parking lot with shuttle busses going back and forth to the hotel. You do have the option of paying $100 for valet parking at the hotel though. No thanks.

      We chose to stay in a room with a king bed. The bed was not a king bed. When we went to report this to the front desk, the person said that is Hilton's definition of a king bed. The garbage cans in the room had a plastic bag draped over the edge of the can. Was I supposed to put the bag in the can myself??? I don't think so. This hotel is super busy. It's very large and has a lot of guests. The elevators were always very busy. I hope you don't stay in a room near the top of the building cause your elevator ride will take a while. On the morning of checkout, we waited almost 10 minutes for the elevator to arrive to take us to the lobby.

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      PriceStaff

      Reviewed Sept. 21, 2024

      I recently attempted a stay at the Embassy Suites in Temecula CA. My experience was far from pleasant. The room itself was in poor condition. The room had a horrible smell, dirty clothes from the previous guest, dog poop all around the balcony door. My room was on the ground floor. Sliding glass door was missing hardware so therefore would not lock for security. Bar on the sliding glass door was too short to provide additional security. Door to the room had enough space for anything to slide into the spacing around the door for anyone to break in. Room reeked of dog urine. This was an unbelieve experience for the Embassy Suites. Whoever rated this hotel anything other than a negative is LYING. We had to find another room at 10 PM at night. Staff could not provide any justice for the stay. They attempted to charge me 875.00 for a two-night stay for this poor experience. This room was not fit for an animal to stay in.

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      PricePunctuality & SpeedStaff

      Reviewed Dec. 1, 2023

      We checked into this hotel late in the evening and ordered food at their expensive steakhouse. Checkout is at 11am, we came back to the hotel 30 minutes BEFORE checkout and to our surprise our rooms were already torn apart with all of our food, drinks and items that the clean staff deemed trash thrown out. When we went to the front desk both of the staff were short tempered and seemed like they could care less.

      A supervisor came out briefly and said she would get someone who could help, but after waiting several minutes we were forced to leave before missing a doctor's appointment. Very disappointing to pay a premium price to be treated like dirt and have our food thrown away when we were still within our purchased room time. We went from highly recommending this place to never using their services again very quickly. I now understand why there are such low reviews for these places.

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      Customer Service

      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.

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      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.

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      Customer ServicePriceStaff

      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.

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      Embassy Suites by Hilton 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.

      The ConsumerAffairs Research Team believes everyone deserves to make smart decisions. We aim to provide readers with the most up-to-date information available about today's consumer products and services.

      Embassy Suites by Hilton Company Information

      Company Name:
      Embassy Suites by Hilton
      Website:
      embassysuites3.hilton.com