This is a hard review to write for me. There were good things and fun staff but the poor management over shadows those good people. Then maybe my expectations of the Embassy chain and the perks I have come to expect is going downhill fast at many of them but gone at this Embassy Suites. Let me explain and you can decide. we are Diamond members with Hilton and with that you hope to find a feeling of conformity and what to expect as you travel the different Hilton chains. One reason we pick Embassy Suites is the room comfort and the Managers special reception, the better breakfast and late checkout because of my diamond statues.
Well forget those things at this hotel. The room is old furniture is old and needs updating. It was clean but that's about it. The bathroom and shower are a JOKE. You walk in and back out, very much needs updating. Housekeeping needs some help also can't seem to get to your room. Now the Managers reception which is why many of us pick this chain,be honest, free drinks and snacks is a nice perk. What a letdown, you must have tickets to get your drinks, that's just nuts, I can understand showing your room key when you walk in but having to turn in a ticket for each drink, makes me feel like I'm at a street fair and the pour was so small it didn't even color my water. The snack, stale chips with a thin salsa kind of like flavored water. What happened to a few veggie's and dip or cheese and crackers. When I'm paying probably $30 more to stay at the Embassy I expect a little more from the reasons I pick it. Our second night we just went to the real bar and paid for drinks at least you got a good drink. Breakfast was ok but cold, nothing was hot, but I understand keep those trays hot is hard, the cook to order was good if you had time for that.
Now one of the perks of being Diamond with Hilton is late checkout. This manager completely disregards this perk so don't bother to ask. My wife had a conference down the street and was not finished till 4pm so I ask for late checkout till 2 pm so I wouldn't have to sit around the lobby for 4 hours. When I ask the front desk person that morning for a couple of extra hours in my room he told me he had been told by the manager under no circumstance was he to approve any late checkout. I told him I was Diamond and he said sorry can't help you. Please understand I didn't get maid service till after 5 pm the day before so if I left my room at 2 they would still have plenty of time to clean the room, even if they were fully booked. I checked out out noon loaded my car and came back in to have lunch and just hang till 4pm. The manager was at the front desk and ask how my stay was so I told him about my request. He yabba yabba for a minute or two and says oh I would give you a couple more hours. I said I have already checkout your to late. Bottom line I feel he doesn't care about the Hilton customer who choices the Hilton family over many others available. I won't be back. For those of you in the KC downtown area and looking for a nice place to stay. There is a Hampton Inn and Suites right behind the Embassy and you will still get a suite at a much better price. I know no free drinks but trust me you are not missing much at the Embassy.
I have to say that Becky and Bob in the restaurant are great and Casey the bartender in the regular bar is super. He pours a very good drink. The bell guys that get your car and handle your luggage SUPER guys. Sadly Good people but poor management will make this a don't stay find better.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
February 19, 2013
Good evening Glen S
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I apologize for the several challenges you outlined in your survey concerning you stay with us last week. I was the manager you spoke to and I apologize if you felt I had no concern for our Honors members. I had just come on board and did offer to check you back in when you briefed me on the late checkout issue and this trip advisor review. We were consistent in storing luggage and shuttling guests to the several attractions in the area which were open to you as well. We are very generous with late checkouts but on this day we could not as there were several requests for early check in due to the extended weekend our guests were taking advantage of. I will review your concern about the beverage pour at the manager’s reception and the displeasure you found with the complimentary food that was offered with our Food & Beverage director . I will share your positive comments with the staff you mentioned in the Restaurant, Bar, and Valet staff. Again I apologize for the displeasure you had with your stay and with myself and the other managers of this hotel but can assure that we do show great concern for our HHonors guests.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.