While I've stayed at literally hundreds of Hotels as a traveling businessman in the past. This was by far one of my worst experiences. You'd figure for the expense of this hotel you would get better than some danky roadside motel. However you'd be as wrong as we were. The room Nice size, That's the best I can do for the room, smelled old, looked dated, was not clean. In fact we stayed for 3 days and the room was vacuumed once. They never cleaned while we were there. Just made the bed and left towels. The crumbs on the table from the Managers reception Popcorn. Yep, still there for two days until I cleaned it. BTW left it there purposely just to test.
The Managers Reception, what a joke! it was in this dark hole with little to no seating, Guess they wanted you to be as uncomfortable as possible so you would leave and not eat to much popcorn or drink to much wine Expenses, Expenses. Looked like a scene from the Walking Dead. No we didnt stay we were afraid of getting bitten.
OK YOU READY! Here is the bright spot. The Daily Breakfast was awesome! That is until 9:30am Man they get evil at that time. The mature gentleman (loose term) at the gate, That's right gate. is sure to warn you and chastise should you be there at 9:30am simply seeking a cup of coffee. Didn't happen to us but we observed a half dozen people getting tongue lashed for not being timely on their vacation. Then at 9:30am ON THE DOT they closed the gate. So, while you're in the eatery you feel like a prisoner at Alcatraz. What an experience.
While the one member of the staff guess he was from guest services was nice the rest of the staff must have been chewing rocks and eating hot peppers. The worst customer service ever no good morning, no have a great stay, no have a great day, No Hello WTH! then while you walk by they look at you like you owe them money personally and haven't paid them back. You know that look.,
The Crown Jewel!!! THEY CHARGE $10 BUCKS A DAY FOR INTERNET ACCESS. I have to laugh, You get FREE internet at MacDonald s, In this day an age still charging for internet at a hotel seems a bit cheap.
Well That's my review of my stay at Embassy suites. I hope it provides you some insight of what we experienced. You may not however I doubt it. So, if you don't mind Zero customer service, Uncleaned Rooms, paying for internet service. Paying premium prices for a substandard stay The Embassy Suites is the hotel for you. If not I suggest you stay elsewhere.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Please accept my sincere apologies for the hassle and frustration you experienced during your recent stay with us. It is totally unacceptable that your suite was not properly cleaned during your stay. Our Housekeeping procedures call for much more then you received as a stay over guest and for that I am truly sorry. It is not the norm and has been properly addressed with the Staff. In regards to the Evening Reception, we do hold it in our open air atrium by the waterfall, with our Lounge and it's seating being avaialbale as well for our guests. I am sorry that you did not feel comfortable being there. In terms of Breakfast, we do have large metal gates at each of the two entry ways and we do close one side when breakfast hours have concluded. I was concerned when I read that people were being tongue lashed for arriving late and have had conversation with the Breakfast Staff regarding your comments. It is never our intent to make our guest feel uncomfortable or rushed. In regards to the Staff, I was very surprised to read that no one showed or expressed good customer service, as I honestly typically receive very good comments about them, many on the social websites, so again I apologize that, that was not what you experienced. When it comes to internet charges, we, as do many Marriott and Starwood and IHG full service hotels charge for internet. I know that HIlton Worldwide is looking at options and hopefully they will be received/perceived to be better alternatives or changes for our guests in the future.
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Thank you for your comments and candor. It is my hope that you will give us another opportunity to show you the quality stay you deserve, should you return to the area.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.