I traveled w my teen girls for an overnight shopping adventure. I thought Embassy Suites would be a good choice to give the girls more room. In my avg of 30 nights a year at Hilton brands I have never been so appalled. There was a noise outside hall and in the atrium until 3 am. My girls were so scared because it sounded as if people were running by room trying to get in, screaming , and partying. I did call front desk at midnight, because I too understand letting loose, but then again at 3am. I waited security never showed, and gathering slowly wore down and retreated. I was so upset from lack of sleep and experience I addressed it w a woman and man at desk following am. I was told she would get w security and night crew, but also replenish my 22000 points I wasted on night. I was credited 13000 points after emailing hotel, still waiting on remainder and as of now still waiting no apology, no calls , emails, or points. I would not stay here again.…
The Hotel is located near everything (numerous restaurants, a walk to the shopping mall, close to I-75 and 285 expressways, and directly across from the new concert venue). The rooms are perfectly insulated so you hear no noise.
The ABSOLUTE WORST hotel I’ve ever been to. Customer service is non-existent! I have never been treated so poorly at a hotel. Upon my arrival, the front office manager was dry and short. I was checking in for the night before my birthday so that I could wake up, the day of my birthday, in what I thought was a luxury hotel. Right before checking in I went to party city and got 2 dozen balloons and two jumbo numbers to decorate the living area to take photos. As I checked in, there was a paper stating some hotel rules, I’ve never seen anything like this. Well after reading it, it states “No Balloons” I was devastated. Having just purchased all the ballon a just to create the experience.. now shattered that. I then had to drive an hour back home to drop them off. When expressing my frustration and sadness to the “Front office manager” I said I may need to cancel.. he replies” okay! Grabs the keys and begins to cancel, without hesitation. I’m like wait a second, it was already 8:30 pm.. and I had my son with me.. there’s really no convenience finding another hotel. He didn’t care not one bit. No apology, no compensation for me having just spent all this money on these balloons and having to drive an hour back home then another hour back. He was just rude. Not knowing he was a manager, I called up the hotel on my drive back home, and asked to speak with a manager. He was the one to answer the phone and he brought me to tears. I’ve never been to a hotel that didn’t want to satisfy their guest. Let alone to make me cry with such insensitivity, just short in words and dry. He stated ‘ it’s not a hotel thing, it’s the fire marshal’ as if that helped. Also the pool is supposed to open at 6 am so the time is now 7 am, thinking we can try and make the best of our stay, u til we check out at 12... and would you believe they changed pool hours and now the pool is not opening until 12.. AT THE TIME OF CHECK OUT! What sense does that make, how is that of any accommodation to your guest. Lord knows I wish I would’ve canceled and to get my money back.. I could’ve picked any hotel and I chose this dump. I WOULD NEVER RECOMMEND A STAY HERE.. There are hotels that provide exceptional service and would bend over backwards to make their guests happy. This is not it!!…
This hotel is in the location that we were visiting so it worked out fine for out stay. Things are slow now so they had plenty of rooms available. The hotel has plenty of parking and is in good shape even though it’s not new. The air conditioning worked good and the rooms were clean. Because of the pandemic they have a box breakfast available at the front desk. It had an Apple, some yogurt and some kind of roll. I was not impressed with that so I went to a restaurant a couple of miles up the road. The folks at the front desk were friendly and helpful. It was a good stay.
The experience was one to remember. Lets just say this, the environment has drastically changed and it's not for the best. From guests, arguing and cursing, threatening others and smoking weed at the guest entrance to the unfriendly and not so helpful hotel staff. The staff weren't helpful with handling simple issues and very condescending. The male today was "nice nasty"-- a very sarcastic attitude and could care less with my issues. It was difficult getting anyone to respond to phone calls and when they did, they weren't helpful at solving issues. I was informed a manager was not on duty which seemed strange cause most hotels almost always have a manager on duty or someone who can assist with issues. I asked for an email, and emailed the managers and low and behold, no one responded to my issues. Needless to say this is not the property for me and my family. So much for celebrating my anniversary away from home during COVID-19. My room air stopped working as well as the internet had bad connectivity issues. I will never return to this location.…
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