My stay at this Emabassy Suites was very disappointing, and I really wish that I had stayed in one of the many other hotel options in Indianapolis. The management at this hotel really needs to review and make changes to some of their policies in order to ensure the safetly of the guests staying here.
My first impression of the hotel was really quite positive. It is a beautiful hotel. The person who checked me in was also very friendly and helpful and really went above and beyond in giving us information.
Then, I went to my room and, unfortunately, my impressions changed. First, we experienced the incredibly slow elevators. Every time we needed to use the elevator there was a very long wait for one. When I finally got up to my room, I was very frustrated to discover that it smelled very strongly of smoke. I was under the impression that the entire hotel was smoke-free, which is very important to me because my children and I all have very sesitive airways and any residual smoke can cause us issues. I also observed that there were cigarette burns in the carpet and even on the couch cushions. I noticed that there was something that looked like an air cleaner plugged into an outlet, but they might have that in every room. In any case, it definitely should have been noted when the room was cleaned that the room smelled like smoke. I also found the room to feel very dirty and dingy, almost like there was a film over everything. Plus, in the bathroom, I found hair on the vanity as well as dirt on the floor. It was obvious that it hadn't been thoroughly cleaned.
While all of the above was frustrating and disconcerting, what happened at the pool later in the day was completely unacceptable. This hotel has a wristband policy which is a great idea given how incredibly busy it is. While we were there, there was a wedding taking place, as well as several sports teams staying there. Kids were running through the entire hotel unsupervised. My understanding was that everyone was supposed to have a wristband, both kids and adults. There were security gurads around the hotel, but they didn't seem to stop the many kids that were running around without wristbands. This led to a near tragedy at the pool. The pool was severely overrun. At one point, I watched a group of at least 10 kids enter the pool area, without any adult. This was into a pool area that was already jam-packed. While the hotel's policy is swim at your own risk, they really need to be responsible for ensuring that maximum occupancy restrictions are adhered to. They could simply have one of the security guards keep track of how many guests enter the pool area with one of those clicker counters and then not allow anyone else in when it reaches the limit. There also needs to be a lot more adherence to the wristband policy. Just because one person is wearing one doesn't mean that they can bring in 10 of their friends with them. There should also be a rule that a certain number of adults need to be present to watch the kids that are swimming. I watched as kids repeatedly jumped in the pool on top of one another because they didn't have any adults there to stop them. I am not certain, but I believe that was the cause of the near drowning that occurred that day. It is so sad because it was a completely preventable injury. I hope and pray that little boy is okay, and I'm so thankful that there were trained medical personnel there as guests that day so that he could be taken care of until the EMT's arrived. I also found it odd that guests were having to console the staff at the pool while this incident occurred. Why were the staff not the ones in charge?
I have read other reviews that have voiced complaints regarding the chaos of unsupervised kids and the overcrowding at this hotel. The manager always responds and apologizes, but doesn't seem to offer any resolution to the issues. Obviously, nothing has been done to rectify these concerns. I truly hope that what happened there this past weekend will cause the management of this hotel to take appropriate actions in order to increase safety at this hotel.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I am terribly sorry that your experience at our hotel was disappointing. Your feedback is truly appreciated for it is one of the most important tools that allow us to improve the quality of our products and services. All of your comments will be internally discussed with our management team for immediate action.
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I would very much like the opportunity to personally apologize for the inconveniences that you went through during your stay. On behalf of the entire team, we thank you for your feedback and are truly sorry we did not succeed creating a memorable experience for you. Should you desire to further discuss your visit, please feel free to contact me. I would love the opportunity to earn your business and have you stay with us again.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.