Embassy Suites
Reviews and Complaints

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.

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.

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.

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.

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.

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..

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.

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.

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!

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!

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.

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.

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.

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 front desk clerk.

I had no more made it to my room than my spouse calls me and lets me know they have already charged $40.00 to my cc.

I went back to the desk and spoke to another person who then informs me that they always charge 20.00 per day ( I am staying 2 days) upfront incase of extra charges. (like im going to make 40.00 worth of phone calls!)

I am not sure why i was told no they wouldnt charge my card and they did but I don't like anyone screwing around with my money. Nice hotel but honesty is more important. I will not stay here again and neither will my company since the same thing was charged to all 60+ people who checked in.

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 further. I started by calling their customer service, but was told I could do nothing about changing the reservation because I had used the special on line rate where I couldn't make a cancelation or modification to the reservation. I was told that since I used the special internet rate, it had already been billed, the money had gone directly to the hotel in Cleveland, and there was no way to reverse the charges. I asked to speak to a supervisor and was put through to a voicemail. I left a message and the call was not returned. Later in the day, I called again and asked to speak to the supervisor. Again, was put through to voice mail and the call the was not returned. I called Embassy Suites coporate office, which is part of the Hilton hotel chain. Got voicemail and left a message. I did receive a call back, but was told again that there was nothing I could do to change the reservation. I asked if there was someone else I could speak to, seeing as though I merely wanted to change the reservation to a different city and spend an additional night. Embassy Suites would still receive my money and then some since I was adding a night. I was told that they would forward my concerns to someone else and they would return my call. I never got a return call and now I'm paying for a room I won't use. Sadly, this also means I can't afford to go to the different city. This whole ordeal has left me very disappointed with Embassy Suites and the Hilton brand hotels. I will never use a Hilton brand hotel and I will certainly exercise caution when booking a room on line. My advice to anyone using Embassy Suites or a Hilton brand hotel is to read the fine print clearly and realize that a good deal might lock you into something you might not acutally use. They are very unwilling to allow changes and you certainly won't get your money back.

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.

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.