Embassy Suites by Hilton Reviews

But the reason why I am sharing my review today is simply because just 2 days ago I had contacted this location to make a reservation in hopes of checking in within the next 15 minutes (I was down the street and needed a room immediately). The representative who I spoke to was very quick to take my payment and ensured me that I would be able to check in right away (early check in). I was then transferred to the front desk to request my early check in because I was arriving to the hotel within seconds. I quickly found out there was no availability after just speaking with a different representative (who also failed to tell me any penalty for canceling my reservation). The front desk rep. was unable to locate my reservation (since I just made it), very frustrated by then...long story short. I waited an hour to contact the hotel front desk again to request for a refund and cancel my reservation.

The 3rd lady I spoke to that my card would not be charged until I checked in. I let her know that I wanted to cancel my reservation and I will no longer be needing it. She confirmed again no charges would be made to be card. Well, I was looking over my bank statements - and I was charged $210 and some change. I quickly contacted customer service through the Hilton site after 30 minutes and 2 agents later they are now investigating this issue and will let me know within 72 hours if I am going to be refunded or not.

The customer experience that I have had has been horrible and I never expected to have to deal with this kind of service from the Embassy Suites, as I use to love this place when I was little, and even earlier this month the experience was still better than this any day. Very disappointed, with the Milpitas location so run down and no upgrades to the rooms - I most definitely do not recommend the Embassy Suites by Hilton Milpitas Silicon Valley to anyone.

I should have never been charged or been made aware of the penalties for cancelling my reservation. I mean the room was $255 and they charged my card $210? Rather than the representative who took my payment over the phone and I requesting specific accommodations, I would have appreciated it if she told me there was not going to be any rooms available. On top of everything - I never received an e-mail confirmation and or a cancellation e-mail.

Upon checking out I was advised I was being charged a 250$ smoking fee for smoking ** in the room. I AM IN MY 50S AND HAVE NEVER SMOKED a day in my life. I told them they must be crazy or smelt it from another room. My grandkids were staying with me during the family reunion. My daughter came to my room one day with legal ** in her pockets. (Again it's legal and she is a medical card carrier). No one ever smoked in the room. Not once and she told the staff about it being in her bag out of common courtesy because that's how she was raised. They had this information on Wednesday and still chose never to tell us their assumption and reason for not servicing our room even though I asked daily.

We were treated horribly and I told them to come to the room with me because there was no way there was a smoke smell because I don't/can't/won't and would smoke nor let anyone else smoke in my room. I am completely handicap and on social security because I can barely walk due to a back injury. I was told by staff that if the housekeeping said you were smoking they wouldn't have to service your room and that is exactly what they did. I repeatedly have tried to contact corporate and the hotel to get this straightened out to no avail.. We were treated horrible and we were charged a crazy fee for no reason whatsoever.

$148.84 of my money down the drain. That's the very last dollar that Embassy Suites, or any Hilton will ever see from me. I will let plenty of others know that the "No-Refund" policy means from the second you hit the button. If something is wrong and you make that click, they will have your money and will get nothing at all in return. The credit card won't even stick up for you. You lose.

We also couldn't get the room to cool to our liking. An after hours security guard was sent to reset thermostat, but couldn't help with the situation. I'm not one to be a complainer, but when spending this kind of money it should be a better experience and less of a health risk. I've never stayed in a hotel that had a bathroom this disgusting and an overall building this unkempt. It's unfortunate that this building is this well-designed, has great views, and overall has a lot going for it, but cleanliness is an opportunity. I spent money at the rooftop bar, so even if they issue a refund, they still made money off me.

I’ve had correspondence from Hilton corporate that want to give me a nights stay at a property. I’m not interested. All the emails are generic templates, not personal. One email from corporate says DEFAULT in the subject line. I am asking for a full refund... The saga continues days later. Ultimately, I’ll dispute this with the bank. Typically, I stay at Marriotts and will continue to do so... This was a one off due to supporting a best friend. Originally, I was dissatisfied and am becoming more and more dissatisfied with how this is being handled.

On Monday I went work and ended up hospitalized and required to take two days off work. I spent Saturday night on the phone with Hilton, phone disconnections and no reasonable resolution was offered, my trip was ruined. Lastly the room and hotel advertised was not the same false advertisement at its best, I was misled, no way this hotel was worth $245 a night. I feel betrayed by Expedia and I am very disappointed in Hilton. Hilton execs visit your Montgomery Alabama Hotel, it is a reflection of your company. I am a Native NY’er and I am ashamed of your Embassy Suites, manager says you’re under renovation, shut it down until you do, and stop the fake advertisement. Take care of your customers, you're failing.

I spoke with Allen ** the manager and explained, "I have 3 extra kids. Can they swim?" He said, "No." He said exactly this hotel don't allow no birthday parties, no family functions, no gatherings at a hotel? He said the lobby areas and the hallways close at 11pm so basically telling me I paid all this money and I'm not allowed out my room past 11. He said, "Yes." He was yelling at me telling me he could kick me out the room for having a couple extra kids who wasn't even staying there. This stay was awful and very uncomfortable. This is NOT a place to Take Your Family!!! The management there have no compassion nor do they care about their ratings. We felt like we were in prison and watched all the time.

We drove back downstate to Greensboro, NC and called to cancel the reservations. We were told that because there was not a three day notice, only a two day notice, we were going to be charged for one night, which was two hundred and thirty-some dollars. Whoever my husband spoke with was told that it was due to illness but it didn't seem to matter. We were quite surprised, as this had never happened to us... and we are not spring chickens. The trip is now being rescheduled, and Grandpa and our grandson will take their trip. However, according to Grandpa, they will not stay at the Embassy Suites as had been planned. Haven't heard where yet. We understand that rules are rules, but there is also something called human understanding.

A couple of hours before we were to check in a rep from the hotel calls to tell us they have overbooked and there are no longer any rooms available for us to stay in. Also, being the day before Brickyard - no other hotels are able to fit us in either!!! So, we have a packed rental car in which we paid $200 for, tickets to the race and also have to wait 2 freaking weeks to be reimbursed for the room in which we no longer have!!! Never once offered to speak with a manager and to make up for everything - a $50 coupon for our next visit... Let's be real, there will NEVER be a next visit and Embassy Suites can take the coupon and shove it up their you know what. DO NOT RECOMMEND - NOBODY EVER STAY WITH EMBASSY SUITES.

But the not so amazing $200 a night room experience didn't end there. Shower time. Hopped into a cold trickle of water. Played with the different types of shower head sprays to see if that was the issue. Nope. Had the temp all the way on high praying to scald me but instead goosebumps. $200 room, the shower, or lack thereof, the trickle gave me goosebumps, pathetic! I don't even want to complain about the $5.00 bottled water in the room to be purchased. It's 1 freaking bottle of water. Give it away! It's $200 room! We won't even get into the fact of elevators being broke, hotel front desk lady being unkind and rude and having the security officer accommodating us by allowing us to go through the staff kitchen to use their elevator. These issues are typically associated with a $49.99 stay at Motel 6. It's very unfortunate for my sister's special night. The hotel couldn't have been a whole heck of a lot better experience for her and her guests.

My stay included an evening reception with drinks and snacks. Asked for a beer and the keg was out. So I asked for the other brand and it ran out as well. That was all they offered. The snack they had were gross. Wasn't even any plates to put them on. My paperwork all said the reception was til 8 pm on Sat so I went back around 7:45 to get my beer since I figured they would have new keg installed. They were closed. The bartender told me they stopped at 7:30 so I showed him my paperwork and app on phone that clearly said 8pm. He said sorry. I asked could he still go ahead and get me my drink since they misinformed. He said he couldn't.

So we decided to order room service. There was no menu in room. I called front desk and she said she could transfer me to room service and they could just tell me what they had. I said "No I want a menu to look over." She said she had a line full of calls and she couldn't deal with this now. I was shocked. I had never been treated this way at a Hilton hotel. I asked for a manager. She finally came to my room, brought me a menu and apologized. So we figured out what we wanted but could not get room service to pick up phone. We gave up and ordered a pizza.

The facility is also old and outdated. No towels at the powder and dirty. Also the bathroom doors at the pool doesn't lock and someone walk in on my wife. This morning I'm trying to call to get more towels in my room. No one will answer at the front desk. I called the main number from my cell and same thing. I never stayed at a Hilton brand hotel where nobody will answer phone. Oh and guess what? Can't find a cart for luggage to leave now. Terrible place. NEVER STAY HERE. It's awful.

We don't belong to the rewards program as we are not really frequent travelers. My son-in-law often travels for business and he is a member. It qualifies him for early check in and reduced room rates. The people at the front desk were very welcoming. They offered us tips on what to see in the area and great area restaurants. We did order room service one evening and it came quickly and the food was at the proper temperature. The cleaning staff was discreet and our room always looked wonderful when we came back after a long day of sightseeing.

Original Review: Aug. 15, 2016

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.

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.

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!

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.

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!

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.

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.

Original Review: July 16, 2015

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 #!!!

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.

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?

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.

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 guest.correspondence@hilton.com, 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?

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.

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.

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.

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!!!!

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!

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...

Today I called and spoke with a third person, who stated that she is the department manager. She tried to tell me that they had called me back, but had been disconnected. Funny that no one else ever had that problem during this time and my caller ID never showed that they had called. I again described everything to this third person, who stated that she would look and call me back. She actually did, but stated that they do not have my pillow. It was at the hotel when I left. I did not go anywhere else. These people are impossible to get anything from and they simply do not care.

We also had issues with housekeeping during our stay, where we were given zero towels (we had no washcloths, no hand towels, and one bath towel that was left from the day before). We called to get towels and got the voicemail. We left a message asking for more towels and we left the room for the night. We came back at approximately 1AM, only to find that we still did not have towels. I had to go to the front desk to get towels. All of these, in addition to the back of the hotel overlooking a recycling plant that runs 24/7 (so you hear beep beep beep all night long), mean that I will never recommend this hotel or stay there again.

I'm very disappointed and will never stay here again. I am house hunting. We are a military family whose husband is deployed. The Embassy is not one I would ever recommend to any of my friends. It cost me $15 to do two loads of laundry here in the hotel. I'm so upset I called the front desk and voiced my issues and they were like, "Oh, we are so sorry but there is nothing we can do to help you."

On top of all of this, by the time 3AM rolled around and we had thankfully gotten back to our room without issue drinking and driving, we couldn't get into our room and had to wait for about 20 minutes for a new key. At 10AM, 2 hours before checkout, a house keeper let themselves into our room while we were sleeping. Needless to say, this experience has left us both livid and feeling like we were duped out of $112. Never again will we do business with this hotel. Terrible experience from beginning to end.

I tried to give her my Hilton Honors number and she said, "I need your credit card." I told her that I had my confirmation, she said I need your credit card. I understand that they may have been having a busy day, but I think they need to work on their customer service skills. This was, if I'm not mistaken, the supervisor who was on duty at the time. I have stayed at the Embassy Suites in Baton Rouge several times and I've never had any problem until this. I don't see me and my family returning to this Embassy ever again.

Two days later, I got a confirmation for the advanced purchase room from Embassy Suites. I called again to inquire why I was getting this, that this was supposed to be cancelled and spoke with Jeff ** (5/24). He put me on hold for 15 minutes, came back on the line and told me that someone would be e-mailing me shortly with some information. The e-mail was sent to me as soon as I hung up the phone that my claim had been denied and I would not be receiving a refund. What poor customer service - they can't even get on the phone to tell me this; they would rather send me an e-mail. They knew what they were doing was wrong. Next, I called back immediately on that same day and spoke to Latoya ** (very rude). Again, too bad, claim denied. She had me on hold for 53 minutes. She told me that Keesha ** would be calling me back - she never did.

So I called the guest services number and spoke with Siemone ** (very nice). She said she saw where Lequilla gave me the wrong information - it's all documented. She said she needed to figure out from someone else how to put the claim in so I would get a refund, and she would call me back "in a few minutes". Again, that never happened. Everybody seems to be passing the buck to the next guy who doesn't want to help me. So today (5/25) I called again the 800-236-7113 number and asked to speak to Siemone. “She can't speak to you now; she's busy,” is what I was told by Aeriel ** (again very rude) after putting me on hold for 25 minutes. She told me, “Too bad, you paid for the advanced reservation and you're stuck with it! I'll have Jey ** call you back on Tuesday.”

I have now spent well over two hours on the phone trying to get this taken care of and run into non-customer service friendly people who don't really care whether they help me or not. We just joined the Hilton Honors program because we like staying at Embassy Suites. I would never stay there again at this point. All I'm asking for is my money back that was promised to me by the first representative plus the $50 check she was going to send. I'm not asking for much - just what I was promised.

I tried to find a manager, but there was no one around. The screaming and hollering from the drunks lasted until way after two o'clock in the morning. I told the manager about our experience. She said that she would take 50 percent off of our bill. We told her that if they would have told us that they were going to have a casino full of drunk people, we would have stayed at another hotel. The employee working there apologized but the manager never did. I guess we didn't matter to her. I'm sure they probably made more money off the casino than they did with us. This hotel is not kid friendly. I'm also going to file a complaint with the BBB and Tourist Bureau.

We were offered a reduced rate, but that didn't compensate for the expectations of our one night stay there. We were promised that it was still a great suite. With open minds, we settled into our room. During the night, the suite felt warm so we turned on the air, only to discover that it made obnoxious and loud noises, obviously needing maintenance but certainly not at 3AM! After an uncomfortable night's sleep, we made our way to breakfast, but soon realized that the elevators were packed and extremely slow. So we ended up having to take the stairs from the 9th floor! Upon our return to the room and to top off our experience at Embassy Suites, our room key didn't work! What else could go wrong?

A few days later, after reviewing the bank account used to pay for the room, it was showing that we were charged for two nights! A phone call to an Embassy Suites representative, left us to believe that it was the deposit that was charged to our account and will be refunded within 5 days. I have never heard of such a thing! Usually, a hotel will take a credit card number down to secure the deposit, but won't actually charge the card! And for one night? I've stayed in an Embassy Suites before with much pleasure. Unfortunately, our special occasion and what was supposed to be a wonderful surprise, was overshadowed and dampened by our experience with your hotel that night.

After purchasing the tickets to the game, I was notified by the Cardinals Organization that the game time had been changed to 7 PM due to ESPN is televising the game nationally. A lady from our church booked the rooms online, July 3, 2011. Thinking she might be able to get a preferred rate since she works for a travel agency. Possibly in haste or unfamiliarity with the Embassy Suites website, she booked the rooms thru "Hilton Advanced Purchase Memphis, TN." At the bottom of the confirmation printout, there is a disclaimer that any attempt to cancel or modify reservations or non-arrival on check-in-date, payment is non-refundable. I spoke with several employees from the Advance Purchase Department in an attempt to cancel these reservations, due to the change in game time, to no avail. In their eyes it's a legal and binding purchase, and they absolutely will not refund the room prices to the credit card purchase.

After explaining to a very disappointed 6-year-old he couldn't use the pool or hot tub, we went back to our room to watch a basketball game. Our TV was fuzzy. So, we once again had to contact maintenance. He messed with the television for pretty much the entire game, so we didn't get to see that either. The next morning I explained to the girl at the front desk about all of our disappointments with our stay. She just kept defending herself say quote, "Well, I didn't know about the pool being broken." Isn't it her job to be aware of what's going on within the hotel? If we had known the pool was cracked, we certainly would not have stayed there and wasted our money and valuable time with our grandson.

After we got home, I decided to try and contact customer service and ask for another night stay to gain back our loyalty as faithful customers. The man I spoke with said he would call me back within 3 business days. Well, it's been a week and I still have not heard from anyone, yet another disappointment. Needless to say, I am extremely upset and my bragging days of the Embassy are over. I felt at the very least, we deserved an apology and a free night's stay as compensation. Instead, we were treated rudely and lied to by customer service.

After he rolled several times, he was able to run back to the patio and hoist himself up between the railings to safety. At this point I was able to help him back through the railings to safety. If he had been a mere 2 feet over to the east of the portion of railings he fell through, he might have fallen the 2.5 floors to his death. At this point, I was unaware he had actually fallen -- I thought he was trying to look through the railings and I pulled him back and scolded him for being too close to the edge of the patio. I noticed he was scratched and bleeding on his arms and legs but I thought it was from the Stucco on the railing.

As I took him along the 3rd floor walkway on the west side of the hotel towards the lobby elevators, I heard people calling my name. As I arrived on the first floor, event attendee D.T. approached me and said that she and her party were dining at the picnic tables next the fountain in the courtyard (south of the pool) and saw my son struggling to get up from the awning to the 3rd floor patio outside of the salons after he fell. Event attendee N.J. witnessed my son actually falling from between the railings. Event attendee K.E. and her friend were sitting on the Sonoma Grille patio eating dinner when they heard my son fall and saw his feet running above them as he struggled to get back up to the 3rd floor patio.

The event attendees who witnessed this were very shook up and witnessing this near tragedy really affected their experience with the hotel. We examined my son and determined that he had no broken bones or other injuries other than scrapes and bruises. He was also very scared and in shock. As I was in shock and my family was ready to go to dinner, we decided to just try to calm down before I approached the hotel about what had happened. We left the hotel to eat dinner at John's Diner across the street from the hotel on Highway 111. At dinner, my son was nearly catatonic and did not talk or try to eat for 30-45 minutes until after the event. He was in shock and very shaken up and scared.

After we had calmed down, we returned to the hotel at about 9pm. I approached the front desk and spoke to Mr. Y. behind the front desk. I don't remember his first name but I remember his last name because as I approached the desk, he was checking in some event attendees and was remarking about how he and one of them had the same last name. After he finished with those guests, I told him that my son had fallen from the third floor balcony outside the salons and that I was from the Desert Scrappers Retreats party. He asked for my room number, and then asked skeptically why were we up on the 3rd floor and I told him again that we were with Desert Scrappers and that is why I was up there with my son.

My son and I had gone up to get my purse from the salon so I could drive to the restaurant to take us to dinner. After Mr. Y. treated me so rudely and skeptically, Tricia from the front desk stepped in and asked me what had happened. She expressed her sympathy and apologized profusely and said they would get the problem resolved. She sat with me in the lobby to get the details of the incident and fill out an incident report. She called the General Manager and Hotel Engineer about how to remedy the problem and repair the railing and assured me that the problem would be taken care of. I had expressed to Tricia that I believed my son was okay, just bruised, scratched and scared, and that I really just wanted to see the railing repaired to avoid any further accidents or the death of a child falling through the railings.

Tricia told me to expect a phone call from the General Manager on Saturday. Tricia then followed me up to the salons and interviewed the witnesses. Tricia then talked with the event coordinator at length about the problem and our concerns about safety since there were other children staying at the hotel. I expected that I would see some repair, whether permanent or temporary, to the railings on the morning of Saturday June 12, 2010. At 1pm on Saturday June 12, 2010 I exited the salons to go to the lunch Desert Scrappers was providing and saw that there still had been no repairs done and no signs to warn anyone of the dangers. There was nothing done and not even a sign warning people with children to stay away because of the falling hazard.

I went to the lobby and asked for a manager at the front desk. Erica came out to talk to me. I told her about my son falling and she said she was aware of it. She informed me that the insurance company would be calling me. I am not interested in the insurance company calling me. I am interested in the problem being fixed so that a child does not die or suffer serious injury! How is the insurance company calling me going to fix anything? I told her that and that I had been coming to this hotel ever since Desert Scrappers started using it for their events and I intended on coming to the hotel with my family for future events. I wanted at that point to still be a customer of the hotel. I asked her why nothing had been done, why no signs were there to let other people know of the danger at those railings.

I was especially concerned because there were other children at the hotel that weekend who were smaller than my son and could more easily fall through the railings. She then asked if anyone was supervising the kids. This really upset me, her insinuation that we were just letting our kids run around willy-nilly. We were right there when my son fell through the railings. I told her that of course we were watching the kids but it just took a second for my son to fall and isn't the risk enough to warrant some action on the part of the hotel? I asked her what were the maintenance guys doing and why had no one put up a temporary fix, like stapling screening to the railings or something like that. She then said the maintenance man was not on site and she said she did not know what he was doing but he may be getting supplies for a fix, she did not know either way.

I told her to at least put up caution tape or cones, or block the area to help minimize the risk to the other guests. She shrugged me off. I then told her that I understand repairs take time but it was obvious by the speed they were moving that they did not care that my son could have died and that the hazard was dangerous and serious. I told her that if they did not do some kind of repair by Sunday morning, that I would be calling the media. She said, "Do what you feel you need to do," in response to that statement. I was livid at her cold, unapologetic, and uncaring attitude and could not believe that she did not care about the bad publicity the hotel would get from the media in this case. Erica again shrugged me off and did nothing.

I went to the room where lunch was being served and was so upset that I could not eat. I returned to my hotel room, walking through the lobby. Erica had ordered pizza and she and her staff were going to eat it instead of doing something about the problem. At this point I was livid with their inaction so I called the Embassy Suites corporate office. They expressed their sympathy and assured me that something would be done to remedy the problem and that they would be calling Erica immediately. I talked with my husband about the incident and then returned to the Salons, about 30 minutes later. I saw that one string of caution tape had been strung across the top of the railings. About 3 hours later, at 4pm, I noticed a second string of caution tape. Still, no repairs had been done.

I was later informed by Desert Scrappers attendee C.G. that she had overheard the staff talking in the lobby that night about how they were not sure what to do about the falling incident and doubted they should take it seriously. That they would just openly talk about this in front of guests, with such a cavalier attitude, is just appalling. On Sunday morning (June 13, 2010), I entered the Salons at about 10am and still nothing had been done to remedy the problem. It was at this point that I took photos of the area and measured the distance between the railings; 7 inches. I could not believe the attitude of the hotel in dealing with this incident.

My husband had ordered breakfast for me at the free hotel breakfast area and called me to come to eat. When I tried to eat, I noticed my eggs, which my husband had ordered over hard for me, were burnt on the outside and raw and runny on the inside. I ate the tortilla form the huevos rancheros he ordered for me and left. As I was leaving the breakfast area, the Guest Services Supervisor asked me how my food was and I said awful. So I talked to her about my eggs and she offered to get me new ones--I declined the offer but talked to her about my experience and concerns about the railings not being repaired. She asked me to fill out a comment card so I asked my husband to do it as I had to go back to the Salons to pack.

My husband gave it to her at about 10:30am and he talked to her about the incident and the other concerns with the retreat attendees' experience at the hotel that weekend. She said she would tell the proper people to help get the issues resolved. About two hours later, we were packed and left the hotel. At the time we left the hotel, around noon on Sunday June 13, 2010, no repairs had been started on the railings. Also, we were not offered any concessions or discounts for our bad experience. Not that I am looking for something but the failure of the hotel to offer anything further underscores their cavalier attitude about this entire incident.

If I had dined at a restaurant, I would have gotten a discount or portion of my meal free if I had a bad experience. If Starbucks makes a mistake on my order, they give me a coupon for a free drink. But at Embassy Suites, if your child falls through balcony railing and could quite possibly have died, you get snarky hotel staff and no repairs done. This failure of the staff to offer any kind of concession at all (nor repairs the dangerous railings) shows to me that Embassy Suites is certainly not the kind of business who values my patronage nor the safety or experience of their guests. On Monday June 14, 2010, I again called Corporate Customer Service. I was told the hotel manager was to call me within 3 business days of the incident.

On Wednesday June 16, 2010 I called Corporate Customer Service again. I was told that the manager was supposed to call me to help resolve the issue. While I wanted on hold, the representative called the hotel and spoke to Erica. I told her I did not want to talk to Erica and that they needed to get the GM on the phone to call me. I went ahead and called the General Manager Gina. She said that Code Enforcement had been out to look at the building (thanks to a call I made to report them) and that they were waiting for their report before they did anything. She said that she also replied to the BBB complaint I had filed and that it was confidential so she could not discuss it with me. However, I found out that the event organizer had met with her earlier in the day and she told the event organizer that she could not issue me a refund since the event organizer paid for my room and I had paid the event organizer.

The organizer said she would sign a form stating that she would forward the refunds to me but the GM said that was not possible. The GM also said she was not supposed to call me, that since I had brought corporate into it, I was supposed to call corporate. She said the people at corporate were mistaken. The people at corporate said I needed to deal with the hotel. She also said that they had not had anything like that happen in 25 years and that the hotel was up to code so they would not be making any repairs since there was no danger. This is unbelievable. So please be aware, that if you stay at Embassy Suites Palm Desert, your child may fall and die and you will be told that the building is up to code and they won't be fixing it. This is so unbelievable it makes me sick.

I called Corporate again on June 16, 2010 after this phone call with the so-called General Manager and told them what the GM said. They again said I needed to deal with the hotel. The hotel was supposed to respond to them by today and if they did not hear back by tomorrow, then the hotel would get a call from Corporate and then I am supposed to call Corporate back on Friday to follow up. Why am I calling them? Are they not concerned about customer service? Goodness Gracious!

The breakfasts at this hotel, especially the huevos rancheros, are something my family and I look forward to every time we attend one of your retreats at the Embassy Suites. This time, breakfast was awful and I barely ate anything both Saturday and Sunday mornings. First, the lines for the cooked-to-order breakfasts were out the door and moving slow all day both mornings. In the bar area, the fruit bowls were nearly empty or had yucky looking fruit in them, there were no yogurts most of the morning, and very few bread or pastry selections as they kept running out. On Saturday I ordered huevos rancheros for myself, with eggs over hard, pancakes for my kids, scrambled eggs for my daughter, and an everything omelet for my husband.

The cooks threw the plates down on the counter when the food was done and failed to give me or offer any breakfast meats or hash browns. My eggs were also jiggly, so they were not cooked over hard. I ordered huevos rancheros again with over hard eggs. This time they just cooked the eggs with no tortilla. So I asked for them to pour ranchero sauce on the eggs and they rolled their eyes. They did not give me any bacon on the second plate. I transferred the over easy eggs to my husband's plate so I could eat the tortilla with my over hard eggs. About halfway through the "over hard" eggs, the white and yolks were runny. I could not finish eating as this grossed me out and the line was too long to try to reorder my eggs for the third time.

The kids' pancakes were hard and disgusting. I saw the cooks take the cooked pancakes from a hotel pan and heat them on the grill. My daughter's pancakes had onions all over one side so she could not eat them. The onions and vegetables in my husband's omelet were raw. My family and I left that breakfast hungry. On Sunday, the line for breakfast was out the door again, the line moving extremely slowly. My husband patiently waited in line to order food while I packed my stuff up from the retreat. He called me down to eat my food and my eggs, that he had ordered over hard for me. The eggs were again runny and uncooked inside and burnt on the outside. I ate only the tortilla from my huevos rancheros dish. I'd rather I were charged less to stay at the hotel than to be served that appalling breakfast two days in a row.

The bathrooms on the east side of the Salons were not tended to most of the weekend. On Friday the toilets were clogged. The hallway smelled of sewer all weekend. On Saturday morning, there was no toilet paper and no seat liners in 2 of the 3 stalls at 8am, which means no one tended to the bathrooms. Paper towels and other trash were on the floor. I saw people who were not guests of Desert Scrappers using those bathrooms and leaving trash. Again on Saturday the toilets were clogged. On Saturday night, fans in the salons blew the stench from the hallway and bathrooms into the salon, making me and another guest nauseated. It made for a very uncomfortable weekend. A Porta-Potty would be been more enjoyable to use than those bathrooms.

For several hours on Friday and Saturday, no staff could be found to tend to the air conditioners. The temperatures outside had reached into the high 90s' (possibly over 100 degrees) and the air conditioners in the salons had cut off. Many of the attendees were sweating. Finally, on Saturday night, the hotel staff came through with some fans but it was too little too late.

Michelle cut her leg on the broken metal parts protruding from under her table. On Saturday night, as she tried to leave the Salons to tend to her leg, we all saw the 1" gouge in her leg and the blood running down--it was unsettling to see all that blood but further unsettling that hotel staff could not give her first aid and give her at least a Band-Aid. They covered the metal pieces with duct tape but they still continuously stabbed Michelle's legs. This is unacceptable.

The tables set up in the Salons looked like a yard sale. There were different shapes, sizes, and heights of tables, some with tablecloths, some without. Some tables had skirting and others did not. Many of the tables and chairs were broken making many of the attendees uncomfortable all weekend. Or the tables injured the attendees, like Michelle. I was really shocked at the room's appearance and at how the hotel really seemed to not value our business. I have never seen such shoddy banquet work in my life. We stayed in Room 169 and the tub floor is cracked right down the middle. The floor gives if you step in the middle and pinched our feet as we took showers. This is unsafe and disgusting.

My kids did not want to take a bath in that tub and I felt it was unsafe as well, so they were forced to take showers. The tile that ran around the edge of the pool was breaking off, laying on the deck on Friday. The deck was also wet with no slipping signs or anything out to warn of the hazard -- I nearly slipped and fell several times while walking around the pool on Friday afternoon. The tile and area around the fountain in the courtyard were wet and slimy--several us slipped and nearly fell on these grotesquely slimy tiles. Sprinklers in the common and patio areas were coming on in the evening as people were trying to sit on the patio furniture and enjoy the evening.

We were wet by the sprinklers on Saturday night as we ate dinner by the fountain and several other groups were wet by the sprinklers turning on as they tried to sit on the grass to cool and the sprinklers started and wet them. Maybe the timing could be changed? My son has scratches on his legs. My family is very shaken up. We now have had to move the September event to another hotel. We had to eat other food we purchased for breakfast on Saturday and Sunday since the hotel did not provide breakfast as advertised. I had a $10 co-pay to take my son to the doctor plus traveled 90 miles round trip to take him.