My parents really enjoy staying at Embassy Suites' hotels and it was at their request I initially booked three rooms for three nights at the hotel. We arrived one day early, on the 4th of July, for a family reunion and the staff was helpful in extending my initial reservation for one more day. My mother even filled out a comment card regarding the front desk staff member who assisted us, praising her work to get us situated.
Later on the evening of the 4th, I noticed that my room did not have enough vouchers for breakfast. On our way back from dinner I stopped by the front desk and asked for more vouchers and she responded with, "They should be with your room keys." I told her yes, we have seven vouchers, but there are three of us in my room. She asked me what room I was in and said, "Only two adults are listed in your room." I told her that she must have made a mistake when issuing the rooms because I booked three rooms; one room with two adults, one room with two adults and two children, and one room with two adults and one child. (She never asked us who was in what room or how many people were in our party when we initially checked in so I understood the confusion). She then handed me four tickets. I kind of looked at her confused and I asked for one more ticket. She said,"No, you have the four your daughter needs." I then replied that we still needed one more because there are three of us staying for four nights, which is 12 tickets not 11. She then reluctantly handed me one more voucher. (Again, I understood that with the extra night added, there was some confusion as to the number of vouchers necessary).
Around 11:00 pm we noticed the sofa bed did not have a blanket or pillow. After searching every drawer and the closets for the missing items, my wife called down to the front desk and asked if they had any. The staff member responded with check under your tv in the drawers and my wife told her I had already done so. The staff member then stated that they did have extras down at the front desk. My wife asked if she could have someone bring it up. The staff member responded with, let me see if I can find somebody and then proceeded to put my wife on hold. After five minutes my wife hung up and I told her I would go down to the front desk and get them. When I arrived at the front desk, the staff member was engaged in assisting another customer and I asked another staff member if I could have a pillow and blanket. He responded by saying check underneath your tv in your room. I replied, "I would not be down here at 11:15 pm, if there was one in the room."
The next morning my father and I met for breakfast in the dinning area. While eating our breakfast we noticed a man pushing a kart and he had a clear plastic bag around his waist. We only noticed him because most of the other diners were staring at him as he walked through the dining and food service area. I did not think much of it until I noticed his pants were torn nearly to his hip and a large cyst hung from his leg. On the inside of the plastic garbage bag, there appeared to be some fluid drying on the side of his body where the cyst is located. My father and I both commented that he should not be working in the dining area with that kind of condition, especially during food service hours.
The night of the 5th, my family and I attended the manager's reception. During the reception I walked up to the bar and ordered a couple appetizers from a staff member. When the items were ready, he promptly brought it out to my the table where I was sitting with my family. When I paid for the items, my bill was 10 dollars and some change. I left him a three dollar tip and proceeded to take all the kids in our party to the pool. When I returned from the pool around 10:00 pm, my sister informed me that she had ordered dinner from the staff member in the same manner as me, but he added 18% gratuity to her bill. She informed me that she was interested in providing a different amount. I brought this to his attention and he stated, "18% is standard procedure for parties of 6 or more." I replied that he did not apply this to my bill and I also pointed out that I had taken all the kids to the pool; leaving 5 adults. He then responded, "The policy is listed on the menu." My sister then, told him that she was sitting at a four person table. The staff member replied by saying, "Don't pretend like you don't know those people over there!" I then told him to take the charge off of the bill. I stated that it does not matter who she knows or where she was sitting, because she purchased food for herself. The staff member refused to do so, and the manager on duty approached us because the argument was getting loud. Attempting to diffuse the situation, the manager instructed the staff member to take off the gratuity. He responded by saying, "So I am not going to get paid tonight!" The manager told him that she would take care of him and make sure he got his money. After paying for the bill, I attempted to speak with the manager again, but she left the area.
When I spotted her again that night, I told her that as a customer, I was appalled that an employee would outright argue with me or anyone over how much gratuity should be left. I told her that even if I was dead wrong or lying, the customer is the one who is spending money at the hotel. I also shared with her, that I was shocked, she would make an offer to 'make sure he gets paid' in front of me. I felt like her gesture invalidated what I thought of his service. She explained that she has to count up their tips and that it is not much for the work they are doing. I explained that I cannot speak for all the customers, but my family tips well if the service is good. (As I mentioned above, I did think his service was good until this incident). My wife who has worked as a waitress throughout her college years also said that any employee who argued with a customer at her restaurant would have been fired on the spot. The manager then said that they could deliver any food we order from here on out to our rooms, which I declined. She then apologized for the incident.
The following night (the 6th), my family and I again attended the manager's reception. Following the reception, I ordered dinner and appetizers for me and my wife. Several of my family members ordered some appetizers. We also decided to order pizza from Papa John's. Our food from the restaurant arrived around the same time that the pizza did, so we began eat. One of the bar tenders from that night's reception approached me and stated that we could not eat the pizza at these tables. She said that we could finish the restaurant food there (tables located next to the pond), but would have to wait to eat the pizza until we moved to another location. I then told her that we would not be moving because we just started eating both and that the manager's reception was over so there was only a few people left in the area. She then said that I need to speak to a manager and proceeded to take me over to the front desk. The manager on duty was not around so the front desk staff told me to just return to my dinner and they would send a manager if it was a problem.
My parents experienced an issue where a staff member offered to help with the business center printer and then they disappeared while my mother waited for him to return. When my mother approached the front desk again the manager on duty stated that they don't keep replacement ink cartridges on site and she returned to her desk without offering to print the file for my mother.
It is the little things that make a customer want to come back to a hotel and because my family is from Baton Rouge we often travel back to the area, but I think your staff did a poor job ensuring we would return to your hotel.
- Official Description (provided by the hotel):
- Discover Baton Rouge from our centrally located Embassy Suites by Hilton Baton Rouge hotel. Stretch out in our newly renovated all-suite hotel situated less than 20 minutes from Baton Rouge Metropolitan (BTR) Airport and just off I-10, linking you to the rest of Louisiana and beyond. Enjoy more space whether you’re on a Baton Rouge business trip or family vacation to visit Mike and the Fighting Tigers of Louisiana State University (LSU). All 223 suites at our Embassy Suites Baton Rouge hotel feature a private living room, flat-screen TVs and a separate bedroom. Enjoy a free made-to-order breakfast every morning which includes a fresh omelet station. Snacks and drinks are complimentary every night at this all-suite hotel Evening Reception*. Enjoy family and networking time in our open-air atrium. ... more less
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- Also Known As:
- Embassy Suites Baton Rouge
- Baton Rouge Embassy Suites