Booked the stay over the holiday season to go to Christmas Town. Hotel was a short 10 minute drive or so to Busch Gardens, which was great.
We knew the property was probably dated from the external shots on their website, and that's the case. The suite size is smaller than the typical Embassy Suites, and the layout is somewhat different (bathroom at the front of the suite, not the middle). Size is a bit cramped - the pullout couch almost completely blocked the route to the bathroom, but all was workable. Interior of the room could probably use some refreshing in the near future, as could the lobby. We had a room on the first floor, which was good as we could avoid the elevator, except ... we had a front row view of the pool and all the participants. Nothing like opening your window and seeing someone sitting right next to your suite; I think we were both shocked when I opened the blinds for the first time. The good news is ... they close the pool right on time so there is no noise late in the evening. If you don't want to get up and close shots ... don't take rooms 100-104. Rooms 116 and 117 open directly into the lobby so I would guess those wouldn't be great picks either if you value some quiet.
Didn't make the managers reception, but we did make the breakfast the next morning. The breakfast is worth the trip, as you get great value for your money with the cooked to order items and the large selection. BUT ... the layout here is beyond frustrating. No one in line had a clue that there were actually 2 lines - 1 for the cooked-to-order stuff, 1 for the buffet style line. People in line for an omelette waited for several minutes before they realized the other line was shorter. A little signage could help. They do have a nice warning about breakfast wait times which was helpful; be prepared to wait if you go during the "red" time. There isn't much seating but they do add folding tables to a conference room and the lobby to expand seating.
Location was fairly convenient. K-Mart close by and the hotel is somewhat off the beaten trail so no road noise. Internet was free. Pool seemed good and decent sized - families appeared to be enjoying it (as seen from my room).
But the kicker for me ... there was some spotty service. First off, Andrea at the front desk was superb. Quick, efficient, friendly. However, when I called in the morning to ask a few questions, my first attempt at a call rang for over a minute without answer (no voice mail?). I called back, finally reached someone, and asked my questions. When the responder asked what my name was, I started spelling it, and after the third letter she exclaimed "whoa whoa WHOA! Start over." After I spelled my name, there was a long pause, where I had to eventually ask if someone was still with me. Not good. Not professional.
The second incident occurred at breakfast. Long story short, the young female attendant became very agitated and argumentative with me over a table. I had found some folks leaving their table, I asked if I could take their table when they left, and they said sure. I sat down, and the attendant immediately confronted me, saying that she had "saved" that table for another guest. I told her I didn't understand, and asked if there was a wait list or some other process which I was unaware of. She answered with, "SIR ... this is first-come, first-serve, this lady has been waiting FOREVER to sit down." Apparently, though, the lady was looking to sit with her party, already seated at another table behind the partition. Another attendant motioned her toward her party and she sat down. When I politely asked again if I had missed something along the way, she once again emphatically and sarcastically told me that there was no formal process but she was holding the table for this lady. By this time, of course, there were 2 open tables, and I offered to move despite the lady being seated by now, but she walked away from me. Obviously, there was a much better way of handling the situation than devolving into rudeness. While these incidents did not warrant elevation to a manager, of course, they do suggest a lack in customer service training (or refresher training). Possibly a bad day for the 2 of them, because most reviews here say the service is good - but not for my stay. Again, I have to commend Andrea for her great service.
I won't stay here again, but overall probably a decent value during the tourist season, because you do get good bang for your buck with the reception and breakfast. But keep in mind that this is an older, smaller Embassy Suites, in need of some updates. There are probably better choices in Williamsburg.
Rooms 100-104 have a direct pool view; rooms 116 and 117 open directly into the lobby
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.