I choose to stay @ an Embassy Suites when there is one in proximity to my travel ( business or pleasure) destination.
I recently attended a conference in Atlanta, and although participants were encouraged to stay in a certain, different downtown hotel I -as always when possible-chose to stay @ Embassy Suites Centennial Olympic Park instead.
This choice was based on previous exemplary, above expectations experiences not
only at other Embassy Suites, but also at this very one. In fact, this was my 3rd stay at this hotel and I live a mere 25 minute drive away. It is a perfect location for an Atlanta staycation.
(1)The 1st night of my stay I ordered room service from the in-house Ruths Chris Steak House. After quickly discovering that the bedroom phone did not work, I attempted on the living room phone. There was a 'cross wires' and I heard another conversation while placing my order.
(2) 17% is automatically added as a room service charge. When I attempted to add to that tip on the restaurant bill the server/deliverer advised that if I handled it that way he would not receive all of the additional funds. He said that the 17% was split among Embassy Suites, Ruths Chris, perhaps another entity, and him. Although I would have preferred to charge the additional tip, I gave him a $5 bill. Note: this was on a restaurant check for $32 which already included the 17%.
(3) I always leave a tip for the maid. I left $2 the 1st morning - my 'coffee service' was not sufficiently replenished. The 3rd morning of my stay, having no small bills, I left a $5 bill. That morning the bedroom trash basket was not emptied.
(4) The 3rd morning of my stay my toilet overflowed. Note: I had not contributed to this-the water was clear, water only. It was noticed once the water on the bathroom had exceeded the bathroom floor and was pouring onto the carpet. I quickly called the front desk-not an easy task in light of the non-working & poorly working telephones.
Someone appeared promptly to fix the toilet. He also brought additional towels because the ones I had were saturated from the toilet deluge.
(5) As I left for my morning meetings I reported in person to the front desk the telephone problems. Concern was expressed, a written note made, and assurances for resolution/restitution made.
(6) When I returned that night I discovered the carpet was still soaked. I put towels on the carpet. These quickly absorbed water yet were insufficient to handle all of it. I can only imagine the subsequent damage this water-logged carpet will produce.
(7) On the 4th night an attempt to order room service revealed that the phones were no better-perhaps worse. As I struggled to communicate my order I attempted to repeat it to confirm & clarify. I was tersely told by the man on the other end of the line, "I got this mam!"
(8) On the 5th morning an invoice had been slipped under my door advising a phone process for confirming/concluding check-out. This was not an option because of this suite's phones.
Although less convenient, I was constrained to completing this process in person at the front desk.
(9) Once at the front desk I summarized ALL the inconveniences experienced during my stay. The woman with whom I spoke was sympathetic, yet offered NO recompense. I would have been thrilled with ANY modicum/token which would have served as the corporation's VALIDATION of my experience being 'less than Hilton'. None was offered.
Note: my 5 nights' lodging including parking exceeded $1,300 none of which is reimbursable by my organization due to the proximity of my home to the event I was attending. Indeed this WAS my choice-to have a brief quasi-staycation in a familiar locale while participating in this conference; to be pampered while off duty (not in conference) instead of returning nightly to the hum drum of the burb in which I reside.
I am beginning to regret this choice. I not only experienced 'less than Hilton', I feel 'less than Hilton'.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.