This place was great. Yes the room was a little small for Embassy Suites but was very clean (room 501). The people were great (except for one incident), The room was great. Breakfast was great and so was the evening reception. I have to take exception with the one reviewer that said breakfast wasn't good. I highly disagree with that. I travel often and it is very rare to find a free breakfast at a hotel that was this good. The made to order omelettes were excellent and the bacon was nicely cooked high quality like you would make for breakfast at home. My second morning there, I really wanted a soft drink at breakfast. They don't really offer that in the morning but there was an employee working unpacking boxes at the evening bar area. I asked him about it and he said "No problem, sir" and moved all of the boxes, got me a glass with ice and my soft drink. I didn't really mean him to go through all that trouble but he didn't hesitate. I really appreciated that. The pool area was nice but we didn't have time to use it. I do wish it had been open later because my wife and I like to use the pool late when we're travelling and really like when hotels have their pools open late.
Now for the one problem we had. We booked this room a little over a month before our trip on the phone with Hilton reservations and we booked a king bed suite. When we arrived we were checked in by a pleasant (don't remember her name) lady. The check in was fast (although she at first told me my credit card was declined but I think she was scanning it backwards because there was nothing wrong with it and it was fine the second time) and my wife and I went to our room. When we got to our room on the 5th floor (room 536 I think it was.. just to the right off the elevator) it had two double beds, not the king bed we booked. Also, the room smelled very musty. I immediately went back to the front desk. This time, a woman named Shannel was working the desk. I told her they gave me the wrong room because we booked a king room. She looked in the computer and she said, "We don't guarantee any bed type and I can't give you a king bed room because we don't have any more." I pulled out the paper confirmation from where we booked this room from Hilton by phone and it clearly said King Room Suite No Smoking on it. I handed it to her as proof I booked a king room and she said "Sorry we're sold out." At this point I got a little frustrated and a little upset and told her that was unacceptable. I was about to ask to speak to her manager and I think she sensed my growing irritation and said "Well I can give you a king room but I'm going to have to take it away from someone else." I asked her, "How can you be taking it away from someone else when you just told me you don't guarantee bed types?" She said, "We don't guarantee bed types from third party websites." I said, "This didn't come from a third party website, it came from Hilton's own reservation line." She said, "Well I don't know what happened then because it doesn't show your bed preference on my computer but I'm just going to take it away from someone else and deal with that later... anything we have to do to make you happy." Almost like she was trying to make me feel guilty about the whole thing when I had rightly booked the room and had a printed confirmation page proving that fact! I said, "No, you're not putting me in someone else's room, you're putting me in the room I booked to start with and whatever problems you have with other customers is between you and that customer, not me." She gave me the rooms keys for the new room and asked me if I had touched anything in the first room. I told her that yes, I had touched the door handle and the carpet where I put my luggage and where my wife had been standing around waiting on me this whole time. The second room was great and didn't stink like the first one.
The hotel was really great except for Shannel at the front desk. She could really use some re-training and I do plan to pursue the issue with the Hilton corporation but, thankfully, that was in stark contrast to the rest of the trip. One of the maintenance guys told me they are starting renovations in a couple of months so that will be nice. I mentioned to him how slow the elevators are and he said everybody says that and he hopes they're replaced during the renovation.
Higher floors are probably better so you're not looking at cars in the parking lot. We stayed on...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
First of all, thank you for your review of your past stay with us. I always appreciate hearing from our guests - including areas where we haven’t met our guests’ expectations. I apologize that we were unable to accommodate your reserved room type upon your arrival in addition to the service you received when resolving the issue. Thank you for your kind words regarding the rest of your stay. Once again, I apologize for the inconvenience and do hope that the next time you travel to the area you will consider staying with us again and have another wonderful stay.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.