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“Very Unhappy & Dissatisfied (Previous) Loyal Customer”

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Embassy Suites by Hilton Seattle - Tacoma International Airport
Ranked #5 of 19 Hotels in Tukwila
Reviewed February 7, 2013

We used to be regular guests (almost every month) at this hotel and initially, the Front Desk manager was very friendly and helpful. She would always bend over backwards to ensure that we would enjoy our stay and to upgrade our room and would waive the parking. When I used to call for reservations and speak to the FD manager, she would greet me nicely and be very friendly. Recently, she kept saying that she was "busy" and that she would call me back about our reservations and she would never return my calls. To make a long story short, we called her in November and after avoiding our calls, we finally spoke to her. She brushed us off and told us that she was very busy and that the front desk was getting "audited" - which was a lie. She was very unpleasant and seemed very rude. We had never experienced such poor customer service from her before. We made a complaint to the GM of the hotel and she also lacked customer service skills. After leaving her a couple of messages and mentioning that we would go to the Head Office if we don't hear from her, she then returned our call. She did not really do anything to "resolve" this complaint and only said that it was our wish if we wanted to return or not and that she will talk to the FD manager and call us back. Firstly, a GM should make every effort to resolve customer complaints immediately and not only that, she never called us back to tell us what happened after she spoke (if she did) to the FD manager. This hotel has lost our business along with all the referrals that we used to send them (company travel, friends & family). I would NOT recommend this hotel to anyone. All of our work colleagues, friends and family have stopped staying there as well.

Stayed: November 2012, traveled with family
2  Thank Delicious11
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GeneralManagerSEATU, General Manager at Embassy Suites by Hilton Seattle - Tacoma International Airport, responded to this reviewResponded February 15, 2013

We sincerely apologize for any misunderstanding. We cannot locate any recent history in our reservation system indicating a hotel stay, but we would like to assist you. I have reached out to help you via the personal message feature in Trip Advisor and look forward to working with you. Thank you for your loyalty to Hilton.

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960 - 966 of 1,138 reviews

Reviewed February 5, 2013

I don't get the opportunity to stay at the Embassy Suites very often but it's always a treat. The rooms are large and comfortable, the staff friendly, and then there's that incredible breakfast every morning. This one os close to the airport but far enough away to avoid the jet noise and it's also conveniently close to South Center shopping mall with all kinds of restaurants. The only negative was that they have now started to charge guests for parking; don't remember that the last time I stayed here, but that's a minor point. Still a very nice place to stay.

Room Tip: Rooms on the street side (west facing) are actually quieter.
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  • Stayed: January 2013, traveled on business
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Thank Peter D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GeneralManagerSEATU, General Manager at Embassy Suites by Hilton Seattle - Tacoma International Airport, responded to this reviewResponded February 9, 2013

Thanks so much for sharing your comments; we greatly value our guest feedback! Our breakfast team will really enjoy hearing about your positive breakfast experience. We hope to host you again in the future!

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Reviewed February 3, 2013

Jan 2013 at 10pm went to use the hot tub, as did other guests only to discover the door looked & card reader off. The desk tried to say this was not fixable?!?...The front desk never mentioned the problem even though I had told them numerous times I chose them for the hot tub.

  • Stayed: January 2013, traveled solo
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Thank Captian R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GeneralManagerSEATU, General Manager at Embassy Suites by Hilton Seattle - Tacoma International Airport, responded to this reviewResponded February 5, 2013

Good afternoon and thank you for your comment. Sir, I have sent you a personal message thru the trip advisor message center and am anxious to work with you directly and to personally apologize for our shortfall. Our hot tub is in order. We do close it at 10PM for service so it is ready for our Adult Only Swim time that goes till 11PM. Again, I am sincerely sorry for our shortfall and look forward to speaking with you. Thank you.

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Reviewed January 31, 2013

Be aware this hotel charges every little thing you do. There is no free internet or wifi. They even charge you for parking. There is a similar hotel next door that is better priced with free wifi and free parking. Even you pay for breakfast next door still come out ahead.

  • Stayed: January 2013, traveled on business
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1  Thank Ikan Y
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GeneralManagerSEATU, General Manager at Embassy Suites by Hilton Seattle - Tacoma International Airport, responded to this reviewResponded February 1, 2013

Thank you for your post. I am never satisfied until our guests' award five stars and it would be my pleasure to speak with you directly. I also sent you a personal message thru trip advisor. As the only full service, all suite property in the neighborhood we are proud to offer complimentary services inclusive of our unique, nightly manager's reception and one of kind, cook to order breakfast. I am looking forward to working with you so you can also get registered in our loyalty program that leads to free wifi and complimentary suite upgrades.

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Reviewed January 30, 2013

Rooms were large and set up well. Evening reception and breakfast were great! (We totally should not have ordered dinner to our room from an outside restaurant - wasn't needed.) Staff were friendly, efficient and helpful. Highly recommend and because of this stay we will always check to see if there is an Embassy Suites whenever we travel as they will be our first choice.

Room Tip: All rooms face inward to the center of the hotel. If you're looking for quiet, maybe a high lev...
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  • Stayed: January 2013, traveled with family
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Thank Danielle M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GeneralManagerSEATU, General Manager at Embassy Suites by Hilton Seattle - Tacoma International Airport, responded to this reviewResponded February 1, 2013

We'll be giving the team "High Fives" for this five out of five rating! Thank you for sharing your experience with us. I am so pleased that you found our staff to be so friendly and helpful!

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Reviewed January 27, 2013

Embassy Suites are usually nice places to stay, and the this one was no exception. However, it is located on a busy street that is close to I-405 and about a half mile from I-5. The surrounding area contains small strip malls, railroad tracks and other hotels so it is not exactly in a quiet and serene area. However, the room we had was quite quiet so it did not seem to matter that the hotel location is in a whirlwind of activity. Westfield Southcenter Mall is located only about a half mile away, but we found it to be an adventure to get there in the dark with being unfamiliar with all the busy highways. Anyway, the room we had was nothing fancy, but it was nicely furnished, clean, and quiet. Having a refrigerator and a couple of flat screen TV's was handy. As usual, the cooked to order breakfast was very good.

There were a couple things I didn't like. Wi-Fi was an extra $10, which is annoying since the Ramada across the street had a big sign saying "Free Wi-Fi". To get around this, I used the business center computers and that worked just fine. Parking was an extra $10. I understand why there is a charge for parking in downtown areas, but there appeared to be plenty of open space in this area so paying for parking felt like gouging. The rationale that they gave is that they have to pay for 24-hour security. Some Hilton properties waive fees like these for Hilton Honors guests, but this particular one did not.

Room Tip: I asked for a quiet room and it was
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  • Stayed: January 2013, traveled on business
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Thank Oskarduck
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GeneralManagerSEATU, General Manager at Embassy Suites by Hilton Seattle - Tacoma International Airport, responded to this reviewResponded January 29, 2013

Thanks for sharing your experience! I was happy to hear that you had a comfortable stay and enjoyed our cook to order breakfast offerings. May I recommend our guest loyalty program, Hilton Honors...as a frequent traveler, our Gold and Diamond members always receive complimentary internet. Thanks again for your posting!

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Reviewed January 21, 2013

Nice quiet comfortable rooms with great beds and the complementary breakfast was well beyond what most hotels offer. The staff was friendly and helpfull in providing directions. It would help to start themanager's evening reception at 5 rather than 5:30.

  • Stayed: January 2013, traveled with family
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1  Thank Smitty3115
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GeneralManagerSEATU, General Manager at Embassy Suites by Hilton Seattle - Tacoma International Airport, responded to this reviewResponded January 26, 2013

Thank you for the wonderful review! I am happy to share your comments and the team will receive a BIG HIGH FIVE for their service at our employee rally this week. Your feedback is an inspiration for us to keep improving. Thanks again!

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Additional Information about Embassy Suites by Hilton Seattle - Tacoma International Airport

Address: 15920 W Valley Hwy, Tukwila, WA 98188-5547
Phone Number:
Location: United States > Washington > Tukwila
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#3 Family Hotel in Tukwila
#4 Business Hotel in Tukwila
Price Range: $130 - $292 (Based on Average Rates for a Standard Room)
Hotel Class:3.5 star — Embassy Suites by Hilton Seattle - Tacoma International Airport 3.5*
Number of rooms: 242
Official Description (provided by the hotel):
Renovated in 2016! All of our public space to include our lobby, garden atrium, complimentary cooked to order breakfast and Evening Reception spaces are all new! Additionally, all of our meeting space, pool / gym, and corridors were fully renovated. Located in the heart of the Southcenter Shopping District with easy access to Interstates 405 & 5, the train station and the Lightrail, our hotel is the perfect location. Our property also offers free 24 hour shuttle to/from Seattle-Tacoma International Airport. 238 keys are spacious, 2-room suites. Four well appointed non suites were added in 2016. All of our suites and guest rooms are fully equipped with a microwave, mini-fridge, wet bar, coffee and coffee maker and include a daily complimentary full cooked-to-order breakfast in our open-air garden atrium. Join us nightly for our complimentary Evening Reception that includes a full bar and light snacks. Enjoy our indoor heated pool, fitness center and whirlpool. Our in house restaurant and lounge, Basil's Kitchen, along with our business center and market place are all conveniently located on the first floor. Our hotel also has a secure parking lot and on site access to the Interurban Trail system. ... more   less 
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Also Known As:
Embassy Suites Seattle - Tacoma International Airport Hotel Seattle
Seattle Embassy Suites

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