This was our fourth stay at this property, and we will continue to come back to this terrific example of an Embassy Suites.
This time found us with lightning fast check-in, and a room exactly as we had hoped (as close as we could to the pool, rm 222). It's nice to see that our room requests left on the hhonors site are read, and acted upon.
A quick inspection of the room found only one problem. The cocktail glasses clearly had not been changed (one had liquid in it, another without the plastic cover). A call to the desk had fresh ones on the way. Meanwhile we discovered that the toilet was refilling extremely slowly, and that the doorstop at the main door had pulled loose from its proper place.
A housekeeper brought the glasses (more on this later), and we showed her the other issues. Within minutes Wayne (engineering) arrived. A quick review showed that the doorstop would be fine until we depart, but the toilet needed immediate attention. We wanted to go down to the managers reception to refresh after our long drive. We returned about 20 minutes later to find that Wayne had accomplished a refit of the workings of the toilet AND fixed the doorstop in our absence. I looked for any other evidence that he had been there (a drop of water on the floor? nope. A dash of concrete powder from drilling for the doorstop? Nope). Wayne fixed our issues with a smile, efficiency, and with an obvious eye to 'finishing' the job by cleaning up. Thanks Wayne.
OK, back to the glasses. If you read my reviews, you will find that this seems to be a thread with me at Hilton properties (HGI and ES). Again during this stay we found that the glasses were overlooked by housekeeping before we checked in, and again during our stay. We were there for 4 nights, and only once did housekeeping replace the glasses. It is so disappointing to return to find a flawlessly cleaned room, but to find the glassware was ignored yet again. It makes one wonder if there is a 'green' policy like the towels on this, but I sure wish someone would tell me about if that is the case.
Without going over all my reviews, I believe this issue has been present during 3 of 4 stays at this hotel. It is also basically the only issue at our favorite hotel.
Other good stuff - It's nice to be greeted by name, and to have everything as requested handled in seconds. Friendly staff throughout. Excellent service at the managers reception (Thanks Alex!) and breakfast. The front desk staff is as good as any I have ever utilized, and more friendly than most (Thanks Jamie). The pool was clean, good temperature, lots of towels. Better breakfast selection than most, better managers reception selection than some. Cool selections on the restaurant menu. Try the Hot Brown Pasta.
A few misses - One child found an out of date milk at breakfast, and it had begun to turn bad. Breakfast lines were longer than most ES locations we have stayed at. Not enough outlets for today's multi-charger world. The shower/tub divert valve was very sticky, and it was clear others had been pulling too hard trying to make it work (loose tub fill spout, we didn't report it).
Thanks again for a great stay. Leave us a bottle of dish soap if you want us to clean the glasses, please.
Rm 222, and those around it have nearly immediate access (but no view) of the indoor pool. They mig...
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
Thank you for your very thorough review of our hotel. I am happy that for the most part you enjoyed our hospitality.
I appreciate you mentioning our associates and all comments, good and bad, have been passed on to the appropriate departments. Such reviews are extremely helpful in improving our service and I promise we are working on eliminating the "Glass Mystery".
Once again thank you very much for your review and I would appreciate if you could contact me directly at firstname.lastname@example.org as I would like to thank you personally as well.
At Your Service,
Assistant General Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.