So our check-in issue is probably anecdotal, and one of those things that happened to me, but won't happen to you, so let me tell you about that last.
In terms of room quality, they are fine, certainly not terrible and while they have been updated at some point, the old architecture (ie very low ceilings in bathroom) cannot be over come by paint. Also the pull out couch was such poor quality, I felt guilty leaving the kidlets on it. The king bed in our room was fine, except the sheets were placed a bit short and I could feel the mattress pad with my toes. There was a small amt of mold in the windowless bathroom, but I live by the beach--I'm used to mold. Breakfast was decent but not great. While the variety was there, the quality was lacking. My kids wouldn't eat the bacon...they love bacon. Enough said.
Check-in issue: I booked the room by calling SLO Embassy Suites directly and the woman on the phone was personable and very friendly. She described the "executive rooms" as top floor, away from the freeway. The AAA rate fee increase was in the $10-15/night range, and I said, "great, I'll take an execute suite" because I'm a light sleeper.
On check-in, 4 people were in line, with one employee working the desk. Stinks. The lady at the front of the line kept clarifying directions for wherever she was headed (GPS woman). Anyways, after about 10 minutes, I made my way to the front, and checked in with a worker who was friendly, but not convincingly competent. I did mention I had booked an "executive suite" and presented my reservation slip with my husband's Hilton Honors number. I stepped away from the line with keys in hand and gathered my family. Unfortunately it was then that I realized my room was on the second floor out of 4. Didn't I "splurge" for the top floor executive suite??? I got back in line and waited for the next four people in front of me, another 10 minutes or so. The worker said they were booked and that's all they had, but he could call the manager. Okay. I wait 5 minutes for the manager to arrive.
Enter Mitsy Schmidt...charming. She was rude and acted as if I was interrupting her afternoon nap, rather than asking how to solve a problem her hotel created. Embassy Suites SLO took my extra charge and didn't provide the room they sold me on...but worse they didn't even acknowledge it on check-in. WTH???? One of the most dishonest practices I have seen in a hotel. They were willing to take the extra fee without providing the extra amenity. I would have understood if when I checked in they said, "we apologize, we are oversold and we will have to credit you the exedutive suite fee and check you into a regular room." That would be an honest solution. But keep my upcharge AND don't give me the room. SKETCHOLA.
Charming Misty's solution to my problem was, "I can charge you the rate for the room you are checked in to." My husband laughed later saying, "great, because I don't want to be charged a higher rate, than that of my room." When Misty offered me this amazing deal, I was ticked. Now that I call you out on this sketchy business practice, you are ready to make it right. I don't think so. "I want more." I replied. 3 minutes later, and I had keys to the room I had been upsold on--the executive suite. WHAT THE HECK Embassy Suites SLO???
Very disappointing. I booked this hotel because I thought the two room accomodation + breakfast would work well for my family. We have close friends in the area, but we won't return to Embassy Suites SLO on our next visit.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
April 20, 2013
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Thank you for being our guest and I am embarrassed, rather upset, and assure you this is not our standard practice, far from it. There is absolutely no excuses for poor service, we are in the hospitality business and responsible for clean, safe, and great guest service.
I appreciate your commentary regarding your suite, which we are investigating and will correct, using a peroxide to clean and ensure consistent clean for our bathroom tiles as well as checking monthly our vent motors for the suite bathroom. Our sofa bed mattresses are being changed to a memory foam option and our hope is to complete this in-house to truly deliver a great night sleep using the living room bed option.
Our new Executive Chef is taking on the legendary cooked to order complimentary breakfast quality and are very excited with his passion and expertise.
My first point of investigation is of course the matter at hand regarding your suite reserved and although we have some new associates this is our number one priority - delivering the suite type you reserved and that if so some reason they are not, then we are to make adjustments, alternative solutions, apologise, and thank. Again I am terribly sorry for this matter and if you would be so kind in to contact me with your name and your date of stay I will personally respond to you. I have contacted my colleague that you referenced and will be ensuring that your message is delivered and that we have indeed learned from your valuable comments and ensure this does not happen for any future guest.
I truly look forward to the opportunity to speak to you in the very near future.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.