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1.4 80 Reviews

Embassy Suites Complaints Summary

7 Resolved
73 Unresolved
Our verdict: If considering services from Embassy Suites with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Embassy Suites reviews & complaints 80

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11:20 am EDT
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Embassy Suites I am complaining about the fact that I reported a complaint and nothing has been done about it. no one can even find the complaint.

I called the Arkansas Embassy suites to make a reservation and received very poor customer service from the representative. She put me on hold or hung up on me and never even said anything. after sitting on the phone for ten minutes another guest service representative came on the line and asked if she could help me. I told her how rude the prior representative was and she helped me complete my reservation. I asked her for the number to file a complaint. I called the Guest Correspondence number and talked to a Ce'Darnisha for approximately 35 mins. she sent me and email that said she had taken all the notes about my complaint and that someone who get back to me within 72 hours. the complaint was filed on June 5 and I had not heard anything and it was June 12. so I called the number back to see if their had been a resolution and no one can even find the initial complaint because I was not given a file number. I am very frustrated with this situation and very disappointed because this hotel was recommended to me. I will post my complaint on the website and I can not recommend this hotel chain to anyone.

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1:32 pm EST
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Embassy Suites wifi

We have been coming to Embassy Suites for years; it's our go-to hotel when we want to get away. This trip was unbelievable. Not only have they gone to milk and sugar instead of the good creamer, but their Wifi sucks! It is so bad, all of our iPads could not be used, and the phone barely worked. Wow, at an Embassy Suites? Ridiculous! We went up to the front desk three times, and were finally given a secret code to input in our iPads; it didn't work. They just lie to our faces every time we ask for assistance.

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4:03 pm EDT

Embassy Suites illness from eating at restaurant

Ladies and gentlemen: this is my complaint regarding embassy suites and hilton brands. I'm not posting this to stir up drama, but so that you can be informed that even the best hotel/restaurant chains can be negligent. Caveat emptor! Let the buyer beware.

Given the lack of response from hilton hotel brands and the embassy suites regarding my complaint about getting sick at their atlanta airport embassy suites location, other than a routine statement that the matter was being looked into, I am advising that those of you looking for lodging avoid hilton and embassy properties. There are plenty of hotels in major cities across the united states and elsewhere to choose from. While this truly could have happened anywhere, it didn't... But the lack of any response to at least say they will provide remedial hygiene training to their kitchen staff, (The only thing I asked for,) despite their assurance that they would respond "within 72 hours" is telling.

It's your money and your health. I, personally, am opting out of hilton hotels and resorts, waldorf astoria hotels and resorts, conrad hotels and resorts, canopy by hilton, curio by hilton, doubletree by hilton, embassy suites by hilton, hilton garden inn, hampton inn by hilton, tru by hilton, homewood suites by hilton, home2 suites by hilton, and hilton grand vacations.

I have stayed at many of these hotels over the years, and while they are more than adequate in comfort and in-house service, for the price. One should expect and demand safety in their food service. I no longer can, with confidence, recommend them to friends and associates.

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9:39 am EDT

Embassy Suites no confirmation info about the booking

We booked the hotel room through the website www.embassysuites.com. We choose the room and paid, and there weren’t any problems. But we haven’t got any confirmation email, so we couldn’t proof that we booked it. All our emails and phone calls to the customer services were useless. No one replied or provided any help. Stay away from this website and don’t waste your money.

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9:25 am EDT
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Embassy Suites horrible service

I booked a non-smoking room for a colleague to attend a conference. He determined that he did not need to stay for the whole conference and I called to shorten the stay. I was told that any changes required the cancellation of the original reservation and a new reservation would be booked at the current (and, of course higher) rates.

Adding insult to injury, when he checked in he was given a smoking room. He was told that room reservations were a request, not a guarantee. He was basically given the choice to take it or leave. He chose to leave and was still charged for his stay.

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7:32 am EDT

Embassy Suites I have never experienced the kind of service or lack of service I received at that embassy suites

I just arrived home from a three day stay with my Family Reunion in your Embassy Suits at 1701 E. 12th. Street in Cleveland, Ohio. The housekeeping service was awful. We arrived on Thursday afternoon. Friday morning we made coffee and didn’t anything to stir it with, so I left a note for and asked for extra cups, towels, pillows stirs and glasses. I slept on the sofa bed which needed a new mattress.

Friday when we arrived back to our room #825, they had not put the sofa bed up; I was told the policy is; they are not suppose to put them up and they didn’t make it up either. Then if that wasn’t enough, they didn’t clean out the bathroom. We has housekeeping come twice and maintenance once because the back fell off the back of the television.

I have never experienced the kind of service or lack of service I received at that Embassy Suites. I wouldn’t feel so bad had I not given him a tip and half cleaned the room..

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11:08 pm EST

Embassy Suites do not let them ruin your vacation!

I planned a great Mid-Western family vacation with my husband and three young children. Our first stop, the Grand Canyon, staying in a two bedroom suite at the Embassy Suites in Flagstaff. Upon arrival, we were told that they overbooked rooms and we could not have the room which we have reserved months in advance. I selected this hotel so my husband and I could have a little privacy while vacationing (something which does not happen too often with three children). It was the most expensive choice in the hotel. Instead, we were divided into two rooms. My husband had to sleep in one with my son. I slept in the other with my daughters. We were disappointed but made the best of it.

We were informed that Arizona has a Squatters Rights Law and the guests in the room we booked did not want to leave. Now, I have not researched this but I have to trust the customer service rep. Who would lie about something like that?
I would have expected the hotel to offer some kind of compensation for our inconvenience. We were charged the exact same rate. I expressed my disappointed to the rep; however, I have not received a response.

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2:49 am EDT
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Embassy Suites theft

Stayed at the embassy suites in downtown houston for a concert. Upon arrival we were pleased with the room and the overall hotel environment. At approximately 630 we went to our room after checking in and put our things down so we could go downstairs for the complimentary managers reception with cocktails and snacks. I took with me my license and a twenty dollar bill and four five dollar bills to tip with. I left three fifty dollar bills and a twenty in my wallet in my purse for my spending cash for the night and breakfast the next day. We were gone from our room till 8pm and we came back to change and leave to our concert. I went to my wallet to remove the money and saw that there was only one fifty and the twenty. We searched the entire room. We called for a manager who took a good 40 minutes to come up to our room. She was undermining and rude. She kept repeating, are you sure you just didn't lose it? She said she would look into it since I too work in the hotel industry and know that there is a log of who swipes their card each time someone enters the room. Well after we were given the run around till the next morning, it turns out an engineer came into our room claiming we called about a faulty toilet... Neither I nor my two friends called anyone about a faulty toilet.in the end, I am out $100 and the gm of the hotel told me that there is no evidence that this person took my money! He said he asked the engineer who came into our room and asked if he took the money. He said no, and so that is the end of it. I will never ever again stay at any embassy or hilton affiliated hotel! Ridiculous!

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Update by HEATHERDISAPPOINTED
Jul 03, 2011 10:06 pm EDT

I find it odd too! why not take it all? Like I wasn't going to notice? And they did pull the key log that's how they found out it was an engineer. I looked for a safe and I didn't find it. The MOD later came up and had to point it out. When I filed a police report the lady who took it said that's starting to happen a lot and it's getting really bad. I was upset my money was gone but yes it was my fault for not just taking it with me, I was more upset with how the GM talked to us. He made comments like "well, a hundred dollars isn't a lot of money" and I said, "it may not be to you but it is to me, and it's MY MONEY!" He also made reference that well, we did book our room throught expedia. What does that have to do with anything? I have my suspcions since our waiter was bringing us complimentary drinks, I gave him $5 almost everytime he brought us a round and before we were done, he brought us comment cards, which we happily filled out and raved how great he was... Another stupid mistake was we put our room number on them and he picked them up before we left. The engineer went into our room at 715 pm the GM said and our waiter brought us our last round at 730 and didn't return to the room till 8. It's all too weird, especially since we posted a DO NOT DISTURB sign on our door and this man let himself in anyway to a request we never made!

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Jacob07
, US
Dec 28, 2015 2:01 pm EST
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That was a typo

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Jacob07
, US
Dec 28, 2015 1:59 pm EST
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Yes please contact me because I am in the way that worse than yours 3700$ cash came up missing out of my room when I checked out I forgot it in my sock and return in the hotel room they made us sit downstairs where they went upstairs and checked the wrong April down the sewer socks and a pair of my shoes with no money? It is under investigation and I would do everything in my power to sue

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giuseppesim
, US
Jul 03, 2011 2:52 am EDT

It sucks he took your money and likely glued down your caps-lock key. Damn engineers...

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9:37 pm EDT
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Embassy Suites hotel room not accepatable

We got to the hotel and there was no notice given, but the power went out in the room all night. There was no climate control, and it was pitch dark in the room, the kids were scared, and I bumped into the wall pretty hard. They were rude when I complained to the front desk. There was no hot food for breakfast because of the power outage, and there was not a managers reception for some reason.

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laverne darden
, US
Mar 20, 2018 3:36 pm EDT

I was staying at the embassy suites hotel philadelphia airport on 3/16/2018 to 3/18/2018 the room was nice the food was good but that elevator was not going to the floor one and i had to walk down the step all the time my room was on the second floor so i had to walk down the step all the time i was there and when they gave me my bill it had my name on it but the wrong address on it i was with a group call annual ball minaret court # 154 but you took the money out of my mc

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9:04 pm EDT
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Embassy Suites missing camera

Stayed in hotel a week. Day we checked out, we discovered we had left our camera on the bed. We phoned the hotel THAT very day to report the camera was left behind. We were asked to leave a complete description of the item, room number, time we left the property, etc. We were told we would get a call back, but did not. Tuesday, I phoned the hotel and left a message for lost and found person. I was told it was all handled by security and she was at lunch. The next day I called again and got security. I left name, number, camera description, etc. for the second time. Security lady explained only she had the key to the box the camera would have been put in if found. She said she would call me back after she opened the box the next morning. No phone call. I called again and had to leave a message for security. The third or fourth time, the girl who answered the phone told me they would have to check the log book and call me back, as everything found is logged. By now, it is a week and I call the General Manager and leave a message in his voicemail. The next morning I get a hostile message on my voicemail from the security woman scolding me, saying she told me she would call me IF SHE FOUND THE CAMERA - NOT IF SHE DID NOT! The camera was only worth $200. The photos were more important, but the rude treatment will keep us from ever spending another penny here. Obviously, someone employed here kept the camera. We had taken a photo in the room that morning and laid the camera beside the suitcase as we were packing up. We overlooked it in the bed linens as we left. Our initial phone call to lost and found on the day we left, should have been sufficient to speak to the housekeeper that cleaned the room and recover the camera.

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Jacob07
, US
Dec 28, 2015 2:05 pm EST
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Don't leave nothing in your room. The staff will steal

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pobarjenkins
Minneapolis, US
Mar 16, 2011 8:49 pm EDT
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It's not their fault you lost the camera. They aren't responsible for it.

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12:44 am EST
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Embassy Suites dirty hotel

Embassy Suites in frisco texas is an over priced hotel that reaks of mismanagment. the hotel is infested with unwanted critters mice, rats, cockroaches, and bedbugs. the food that is served at the resturaunt is awful and I guess it goes along with the horrible managment. this hotel is only 6 years old and was built from the ground up. this property should not have these kind of issues only being 6 yrs old. the happy hour with free cocktails is about the only pluss to this place, although the snacks they serve at the hapy hour are all contaminated with mice and rat fecal matter. so eat at your own risk. if you are considering staying in Frisco TX you should probably check out the many other options the city has to offer. if you must stay here you now know the filth you will be staying in.

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3:14 am EST
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Embassy Suites advanced purchase scam needs a class action lawsuit against the hilton!!

Has anyone else out there been scammed by hilton's advanced purchase con? I am trying to locate more people to start a class - action lawsuit against the hilton/ emassy suites against their advanced purchase scam. This is a complete unethical immoral policy whereas after the purchase, if you can't make it for any reason, they refuse to let you move out reservation just so they can scam you out of your money. This is a totally unethical company using devious methods to rip off their consumers.

Please post if you've been scammed under their advanced purchase program sowe can fight this big corporation unjust policy!

I hate embassy suites!

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Update by Duganfry
Dec 01, 2010 5:32 pm EST

BY FAR EMBASSY SUITES CUSTOMER SERVICE IS THE RUDEST JERKS I'VE EVER SPOKEN TOO. I HAVE NO RESPECT FOR THESE DEGENERATES WHO TREAT THEIR CUSTOMERS LIKE DIRT.

MOST OF ALL, I HAVE NO RESPECT FOR THIS UNETHICAL COMPANY. APPARENTLY "RETURN CLIENTS' MEAN NOTHING TO THESE JERKS!

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Navywife_123
, US
Oct 26, 2012 1:44 pm EDT

I booked reservations at the Embassy for a twelve day stay. which came up to a total of $1214.56. My husband was deployed during the booking, but based on the schedule the dates that we decided to book were appropriate. However, as many of you may know the military can be very unpredictable. To our surprise the schedule has been changed one month prior to his arrival. Guess what! I called Embassy Suites Advanced Purchase line only to be told regardless of the fact that the United States Military is to blame for our needing to cancel the reservation, it can't be changed. My husbands command has even agreed to submit a formal letter explaining the circumstances. But, once again that doesn't matter. Here I am out of $1214.56, I will never stay in a Hilton run hotel and neither will any of the military families that i know.

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Really?
San Diego, US
Dec 02, 2010 2:13 am EST

This has to be a joke. Is Jaquetta really that stupid?

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JAQUETTA GARRETT
Stockton, US
Dec 01, 2010 6:20 am EST

I ALSO JUST CALLED THE NUMBER TO SPEAK TO SOMEONE IN CUSTOMER SERVICE AND THE VOICEMAIL STATED THAT THE WERE CLOSED...IT CHRISTMAS TIME ...

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JAQUETTA GARRETT
Stockton, US
Dec 01, 2010 6:17 am EST

SOMETHING HAS TO BE DONE ABOUT THIS LETS START A CLASS ACTION LAW SUIT AGAINST THESE PEOPLE AND HAVE THEM FOUND...SOMETHING ALSO SHOULD BE DONE ABOUT THE BANKS AUTHORIZING THESE TRANSACTIONS...$99.49 CHECK PLUS OVER DRAFT FEES, WHAT CAN WE DO ABOUT IT...LETS GET THESE PUNK MUTHA###ERSSSSSSSSSSS

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6:45 pm EST
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Embassy Suites can't cancel reservation - I hate embassy suites!!!

Let me first say first and foremost "I hate embassy suites! Let me tell you my nightmare story with this extremely rude and rigid hotel. My parents were coming down to visit me for my court appearance in nashville. Lo and behold, the lawyers decided to cancel the mediation and reschedule. Guess what? Because it wasn't in there 3 day window, they refused to let me cancel or reschedule! $358 dollars down the drain by this sick greeedy company!

As far as i'm concerned, embassy suites and this advanced purchase can shove it where the sun don't shine. I won't ever use them again!

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Update by Duganfry
Dec 01, 2010 2:57 am EST

Baloney pobarjenkins. southwest has a non-cancellable non-returnable flight and they let us keep the credit and schedule it at another time. embassy suites will not only not let you cancel, they will not let you reschedule? why? this is ridiculous. it's one thing to tell me I can't cancel the reservation but why I can't move it out a couple more weeks is completely ridiculous.

I still hate embassy suites!

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J.W.E.
Houston, US
Jul 03, 2011 5:50 am EDT

All hotels have a cancellation policy for a reason. You were notified when making the reservation of the cancellation policy. They will charge 1 night's room and tax as the cancellation fee, unless you booked an advance purchase reservation which is pre-paid and not able to be cancelled, which is why it is offered at a discount.

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pobarjenkins
Minneapolis, US
Nov 30, 2010 6:46 pm EST
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I take it that you didn't read the terms and conditions. They mention this as soon as you attempt to make a reservation.

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11:59 am EDT

Embassy Suites stay elsewhere

Made reservations for the dates of july3-5 to embassy suites. Check-in is at 3 but we didn't arrive until after 4. They told us the room wasn't ready and we'd have to come back. We left for an hour, checked in and went to our room. The bed wasn't finished and the bedspread and pillows were lying on the floor in a heap. After asking housekeeping to come finish the room and give us a new bedspread, we waited five hours for them to come do this. This ruined dinner and the evening as we waited to eat until after they had returned since they promised it would only be a short time before they returned.

This hotel charges $25 an hour for late check-out yet we could not use our room fully until 9:30 pm. They don't offer us a refund of the same rate times the number of hours we had to wait for them to do their job.

We also are "rewards members" and they promise a room on the upper floors for members. No room was available but there was also no compensation for this. They make promises they won't keep.

When complaining to the company, we were offered a two-night stay at the same hotel. We have no reason to drive out of town (A two-hour drive) to that location. Follow up from embassy suites/hilton has been shoddy and ineffective.in our opinion it's best to stay elsewhere.

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4:46 pm EDT
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Embassy Suites bad service

Made reservations for the dates of July3-5 to Embassy Suites. Check-in is at 3 but we didn't arrive until after 4. They told us the room wasn't ready and we'd have to come back. We left for an hour, checked in and went to our room. The bed wasn't finished and the bedspread and pillows were lying on the floor in a heap. After asking housekeeping to come finish the room and give us a new bedspread, we wait five hours for them to come do this. This ruined dinner and the evening as we waited to eat until after they had returned since they promised it would only be a short time before they returned/

This hotel charges $25 an hour for late check-out yet we could not use our room fully until 9:30 pm. They don't offer us a refund of the same rate times the number of hours we had to wait for them to do their job.

We also are "rewards members" and they promise a room on the upper floors for members. No room was available but there was also no compensation for this. They make promises they won't keep.

When complaining to the company, we were offered a two-night stay at the same hotel. We have no reason to drive out of town (a tw0-hour drive) to that location. Follow up from Embassy Suites/Hilton has been shoddy and ineffective. In our opinion it's best to stay elsewhere.

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7:34 pm EDT
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Embassy Suites rubbish hotel for the money

This place has the audacity to charge $159 at non-peak times for rubbish. The only thing you are paying for is a pretty lobby. There is NO parking! The rooms are a joke. Why have a suite with a kitchenette and not offer any silverware or plates or anything? The bathroom was the smallest I have seen even in a budget hotel! The beds were ridiculously small and hard. Very uncomfortable. The decor was lackluster at best and the windows were dirty and covered with caulking. The FREE breakfast was just disgusting. The bread was MOLDY! Most of the food at the buffet was cold and the lines just to get an egg were 40 minutes long. To top that the cook made really really inappropriate jokes about illegitimate children in front of my family and many young children. I also received two calls to my room by the hilton vacation package people at the front desk trying to get me to come down for my "free gift" and to sell my a vacation package. I will never stay at a HILTON again.

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Embassy Suites - overcharged

So I checked in today with my company for a conference we are having at the embassy suites in concord north carolina. My company is paying for all the rooms with corporate billing but I was asked for a credit card for incidentals that might be charged to the room. I asked would there be any charges made to it or any kind of hold and was told NO by the...

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Embassy Suites - money scam

Total disaster! I had planned on taking my daughter to her first concert in Cleveland, OH. I went on line and booked a room through the Embassy Suites website and felt I was getting a good deal. Sadly, the concert was canceled. I thought about taking her to a different location and staying again with Embassy Suites and adding a night as I would be traveling...

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11:51 pm EDT

Embassy Suites discrimination

I work for a black woman at the Embassy Suites in Hampton VA. She is extremely prejudice against white employees and treats them terribly in comparison with her black employees. She is the manager of the restaurant. She is extremely intimidated by people (especially white) that have a good deal of experience in the restaurant industry.

Personally, she has held me back of certain jobs that would help me profit more because I am white and have FAR more experience than she does. I have overheard her saying this to other african-american employees.

She threatens white people all the time that they may lose thier jobs. She speaks badly of white employees to oter employees. VERY unprofessional!

Her name is Sharrie and she either needs to be completely retrained in the managerial etiquette field or needs to be fired.

If this continues, I will file a racial discrimination lawsuit.

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cj murray
Forrest City, US
Jun 10, 2010 1:38 pm EDT

embassy suites

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cj murray
Forrest City, US
Jun 10, 2010 1:37 pm EDT

I made six reservations to the embassy suites in February 2010 for June 6-8 2010. We didn't get our as we had been told we would have. Also tryed to make reservations for the third wk in June and were told no rooms for this week. Then an employer told us that there were some corner rooms left. I have a BIG PROBLEM with you guys at this time. I would like to talk with someone about my concerns with the Embassy Suites in Hot Springs, Ar.

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Embassy Suites poor job performance

I lost My job to Spanish speaking non-American 2 days after I trained them and the reason they gave me was I had poor job performance so I wrote them this letter below and went back and got reference/names and there phone number of all the people I work with and they even said it was wrong of them and would say so if asked.

Message...
I Would like to speak with someone about an issue I am having with my former place of employment.

I was fired on Jan 23, 2007. I was told that it was because poor job performance but I am sure that I was discriminated against by my supervisor. I was working at Embassy Suites Downtown Tampa. I am African American and my supervisor was Dominican. She constantly put me down and talked to me like an idiot. She said I had a problem because I did not speak Spanish and that if I wanted to succeed in my job I should learn. I personally trained six other fellow employees and one supervisor flawlessly. It was not a part of my job to do so, I did it because she said I had to and she was of no assistance to me. I was never wrote up or reprimanded for any type of behavior. I am also disabled based on an impaired mental capacity. Even with the disability I preformed my job flawlessly. This can be proven by statements made from other supervisors, managers, customers and employees. I am not the only employee that this has happened to and all the other employees as well as myself has been replaced with a hispanic workers and many time this persons English language skills and job performance was very poor even after a period of time on the job. I enjoyed my job. I would like my job back or to seek restitution if I cannot have my job back. I have a family to support and my disability check does not cover all expenses. I feel deeply hurt and upset that this has happened to me.

There are a few other points I would like to make but I can wait until I speak to someone. If someone can be of assistance or lead me in the right direction I would be thankful.

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Ythead1
, US
Sep 03, 2018 11:44 am EDT
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I'm at your Alexandria location to celebrate Thanksgiving weekend . We decided to stay again Sunday November 26 . We where never told that Monday morning we would be woke up by construction work being done directly above our room since 7am, when we live 2 hours away . Our rest was broken . Totally unacceptable. Need to be compensated immediately.

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Steve Russell
, US
Feb 19, 2018 11:36 am EST

First of all, this is not a complaint. It is a complement. Last Saturday night (February 17th), I had a reservation at your Miami Airport location. Upon checking in I was told my reservation was cancelled by Priceline. I had flown in from out of the country and needed a room for the night to fly out to my home the next morning. A couple of problems. 1. The check in clerk told me to call Priceline and was not much help. 2. The biggest problem...there were no other rooms available anywhere in Miami. I finally asked the clerk to see the manager. He managed to get together a smoking room (at that time I was willing to take anything). He went out of his way to help a stranded customer. Before I was retired I was in customer service and no how to handle problems. Your manager there is someone that need to be commended. Truly I do not know where my wife and I would have spent the night if it wasn't for him. People like him is what you need to succeed in business

Steve Russell

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Scott Weber
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Feb 04, 2008 6:51 pm EST

You better sue them! I hate mexican ### that take our jobs! They're all over the place like viruses! I don't think you should have too learn there language, I think they should have to learn OUR language or go the f*ck home!

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Phone numbers

+1 (800) 362-2779 +1 (800) 445-8667 More phone numbers

Website

embassysuites.com

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