We just returned from a two night stay (2/21-2/23). Some of the furniture in our room is beaten up and old looking (both bath vanities and kitchen cabinets) and I thought that I read that this hotel was recently renovated. This is our favorite hotel and we stay whenever there is one near our destination. The drawers in our room needed to be wiped down (hair, crumbs), but this was promptly taken care of by the staff and really no big deal, front desk was great, Eric the nightly reception bar tender was fabulous and top notch. The first 24 hours were exceptional other than the drawer blip we were extremely pleased. Then we returned Saturday late afternoon to find that the place was filled with children, at one point there were 29 children in the pool (one of them ours), they were well behaved and the staff was in frequently making sure the younger children were not in the hot tub and doing a head count of the children in the pool. I really did not mind this part so much....but they do have signs that say no pool parties and there must be one adult for every five children...there were not enough adults for the number of children and one lady I spoke with had 10 she was watching (to me that is a pool party). Also, you should really be wearing shoes of some sort to and from the pool, that was not enforced at all. That being said the real problem started when I sent my son to get ice, which was directly across from our room, he came back in and said it smells funny out in the hallway, I went out and yeah, the smell was marijuana, the whole hallway stunk of it. I waited a few mins and then went back out, the smell was coming from the rooms to either side of us. This was not just a whiff, the WHOLE short hallway smelled of it. I called the front desk and they sent someone to talk to the people in those rooms. In the next hour all we hear are doors slamming constantly, it is getting late now, 11ish. I went out of my room to retrieve something from the car and the door next to us is open and the smell is awful, now it smells like air freshener with the underlying skunk weed smell (and yes I know what it smells like without a shadow of a doubt). I once again call the front desk, I have a child with me who is now scared. Security came to our room and told us that they went into the rooms, apparently the people are together on either side of us and that they didn't see anything, that they were smoking black n milds and burning incense (these were smoking rooms), they were told to put the incense out. I flat out told him that smell is not incense, it is pot, I am not an idiot. He knew it too, but apparently was going to do nothing about it, he offered to call the front desk and have our room moved. Really??? You have people smoking pot in your hotel and they want to inconvenience me at 11pm and move MY family?? Unacceptable! Our son ended up in the King size bed with us, because he was afraid to sleep out on the sofa bed, not to mention we had to explain to our son how we know what pot smells like (thank you for that). Needless to say nothing was done about it and the door slamming continued and the hallway near the room on our left still stunk at 10 am this morning. I hope that they at least charge those people an extra cleaning fee. We are not prudes, if our son was not with us I would have never said anything, but this is a family hotel and I don't care if you didn't find or see the marijuana; those people should have been asked to leave, what does it take the local drug sniffing dog? On a side note, I could hear security speaking to a lady next door and she is talking his head off, they were laughing like they are old friends, I hear her say she has to work in the morning......really? Housekeeping did rounds at 11am and the people in that room told them to come back at Noon. Nice. We chose to stay at this location over the Rockside location due to the bad reviews in recent weeks of that hotel. Apparently people in this area frequently get hotel rooms on Saturday nights to amuse their children, the women I spoke with in the pool area were all local residents. I expected more from a Hilton property and will not return to either of the Embsassy's in that area, especially at tax refund time.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I sincerely apologize for the unfortunate experience you had during your stay. I am so sorry if there were some of children who were rowdy and disruptive during your stay. I especially would like to apologize that our staff did not resolve this issue promptly. I truly appreciate you bringing this issue to my attention and I assure you that I have spoken to our security team regarding your comments.
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I hope you will not let this isolated incident detour you from staying with us in the future. I am confident that given the opportunity, your next stay with us will be a more pleasant one.
Again, I apologize for any inconveniences you went through and hope that next time you are in town; you consider staying with us again. If I can assist you further, certainly let me know. Thank you.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.