For a older hotel, the courtyard of the hotel was extremely beautiful! One of the most beautiful Embassy's that I have stayed at, Embassy is my usual preference when making reservations, due to the suites, and full made to order breakfasts.
The rooms were ready for us when we arrived, and check in was very smooth. I am a silver member, soon to be gold, and I asked for my waters. The desk staff stated that silver members "did not receive waters, and never have." Since I have been traveling quite frequently, and have been handed two waters, without having to ask (for months) I stated that when I stayed at prior Hilton Hotels, I have automatically been given my waters, no questions asked. The again told me, that they do not give silver members water, only Gold and Diamond, so I dropped it.
When we arrived to our rooms, one room was great, and what I would expect from an Embassy Hotel, the other smelled like someone had chain smoked in the room for days, and it permeated the furniture (something that the maid/staff should have known), it was a non-smoking room. It smelled so bad that my eyes were burning, and clearly should have been cleaned better, or changed to a smoking room. I called down to the front desk to ask for another room, and she said she would look for another room, and quickly hung up. I waited for 20 minutes or so for a call back with the new room number, or a bell boy or someone with new keys, but no one came. We were in town for a comedy show we had arranged for our daughter for her 19th birthday, and time was of the essence.
I called down after waiting, and they said the keys were at the front desk, and I needed to come down to get them. I stated that I was waiting for a call, no response. Begrudgingly, I proceeded to go down to get the key , and on the way down, I looked up the parameters of the Silver Hilton Honors program on my smart phone. When I walked up, I caught a glimpse of both women that were at the front, and they both were smirking and laughing, and one mouthed "I told you it was her", meaning to me that I was causing problems because the "water" issue from earlier, and now the "room" issue.
I asked for the new key, and then shared the information about the Silver Hilton Honors program with the employee that was handing me the keys. She then summoned the other employee, and I explained to her that according to the site, I am to get the waters, she stated, "oh, ok, you can get one from the store over there". No sorry, no thank you for letting us know. At this point I asked who the manager of the hotel was, at first I received this deer in the headlights look, so I asked again. We soon left for the comedy show.
When we arrived back at the hotel, I discovered a Embassy box of chocolates and a note apologizing for the "misunderstanding". As far as I am concerned, there was no misunderstanding, just a complete lack of customer service, and feeble attempt to smooth things over!
We slept great, the beds were extremely comfortable and relaxing. We enjoyed the free internet, and the breakfast was outstanding as always! The chef was great, and made an outstanding omelet! If it wasn't for the other staff at this hotel, and the gorgeous hotel itself, this review would have been much, much lower. Needless to say, I may try to find another hotel when, and if, I stay in the Richmond area again. The water really was not a big deal, I think it was the principle behind it and the staff's lack of knowledge in regards to the Hilton Honor program, lack of courteousness required in the hotel industry, as I too was a hotel employee, I know what is expected and demanded in a higher end hotel.