Embassy Suites
Reviews and Complaints

I stayed at the embassy suites in Hampton VA yesterday 07/14/2018. It was my daughter birthday. She had to cancel her party because, the policy states that no more than 6 people per room where allowed in the pool. So she called everyone and told them the party was cancelled. The few people that came. Attempted to go to the pool last night, only to find out that the pool was closed for maintenance. So they weren't able to go to the pool. Then once I went to check out this morning. I have a list of phone charges for LD interstate calls. Which the lady tells me, that's local long distance calls. That even though we are in 757 and all calls were 757 . It's still long distance. I've never ever heard of that. I wanted to complain so bad about this visit. But my daughter insisted that I don't complain. But she nor I was happy at all with this stay! And we have stayed here multiple times. Actually I have a very big family and we all stay here and other embassy suites hotels . I am not happy about this stay at all. We do family reunions here and all. We are so not happy. $307 a night. Should be an excellent stay. But far from it.

I'm currently staying at the Embassy Suites Buckhead in Atlanta Georgia. My son and I are here for the 2017 AJC Peachtree Road Race this is his first time racing in this event and my second year. I chose this location because it's closer to the start of the race and I wanted our son to have a great experience running in his first AJC Peachtree Road Race. Unfortunately, our room has left something to be desired and I am not pleased. I've taken several photos of the room and you can tell it has seen better days. This room and possibly all the rooms need a serious upgrade for the money I expected much better than this. I stayed at this property once before and remembered it to be much nicer than this I'm very disappointed in selecting this place has our chosen location this year.

All details are under my previous complaint from yesterday: Hilton Guest Assistance file [protected]. I'm not going to rewrite it, you have it in your system. I just want to get a response. I am also attaching pics and video on this complaint, to go along with file [protected]. I will call your corporate office IF I don't hear from you. THIS is my third time reaching out.

We stayed from 6/14 to 6/17 in palm desert. We got in around 11:30 pm on Thursday night and just went straight to bed. When we woke up in the morning we noticed the mirror next to the sink was quite dirty. Filthy actually. This is the sink next to the bed. We then noticed there were stains in the sheets and stuff on a picture frame and couch. I left a note for housekeeping to please clean the mirror and picture frame and to change the sheets. She just decided to move the note and to only make the beds.
When my mom finally arrived Friday night she stayed with the kids and my husband and I stayed in a separate room.
In the morning she said that all she could smell all night was throw up. The stuff on the mirror was throw up. And it was also all inside the sink and all over the counter. It was hard to see because of the way the granite was. Throw up was everywhere. The same counter we were brushing our teeth at. Where out toothbrushes sat. Where my makeup was. We have little children who used that sink. I set my sons diapers up there before I used them. Just absolutely disgusting. Any one of us could end up very sick from it. I'm pregnant, my one year old doesn't have all of his shots yet who knows what we could catch.
We then called a manager and she came and saw the throw up and apologized. And moved our room for our final night. She also gave us a cheese plater and a card saying sorry. Not quite enough after spending 2 nights in a room like that.

Just absolutely disgusted and can't stop thinking about what my kids, my parents or I could catch.

We checked in on june 4th 2018 the first room we had the a/c was broke the toilet did not flush the maintenance man was on top of it but could not get it fixed right away so he got us moved to another room that we were very appreciate of we went to order room service and our phones were dead the maintenance man had to come back up at 10pm at night to try to fix them but was unable we always stay at a embassy suites hotel and never had this problem my son was sick so we stayed at this one for the first time I am really disappointed I really think the hotel should refund our money for the stay it was a nightmare Kenneth callahan

Whomsoever it may concern,
Hello, my name is avani brahmbhatt and I stayed on 28 and 29 may 2018 with my parents in embassy suites hotel. My confirmation number was [protected]. My room number was 3006. When I came in the room for check in I was not aware about the wifi system I thought it's free becoz I paid 240$ + tax just for the room. And after I drink the glass of water bottle and then I read the pamphlet for the embassy suites in that it's written about 35$ convenience fee so I went to downstairs and paid 35$ and we went to see niagra falls after that in evening time that's all ok but in next morning when I try to use the coupon which was covered in my 35$ payment there was niagra falls fun zone when I went there I have to pay 5$ extra for the facility fee plus tax so I refuse that offer and after that I went to "friday's restaurant" I had really bad experience becoz when I paid the amount that's 24.41$ and she said this coupon is not working becoz it charge per 2 adult only. I was not happy at all with embassy suites this convenience 35$ fee service. I m here with my parents and they r here only for 1 month vacation and they were also disappointed with this service it's something called cheating or fraud becoz I m vegetarian so there r no other much option to choose it. I m just requesting that please inform the other pure vegetarian people too because they suffer a lot if this coupon will not worth it for them in the future whatever the incident happened with me I don't want other human being to suffer same situation like me becoz they come from long distance hope u understand.
In nutshell, if embassy suites customer service departments will help that will be appreciated. Hope to hear from someone soon. I attached my paid receipt and other coupons too. Thanks for ur time and consideration

Regards,
Avani brahmbhatt
Confirmation # [protected]

5/25/2018 I entered embassy suites at 605 W oglethorpe Ave, Savannah GA 31401. Inquired about reserving a room, and requested to see the rooms. The representative said "I have no one to show you right now. Once you reserve, you can look at it". I clearly asked about the cancellation policy, letting her know in detail I was not certain I would keep it. As we were staying at Double Tree Hotel. She told me, "as long as you cancel within 48 hrs you have no problem". I repeated her statement ensuring clarity. She said yes. I never went into the room except to view it. Immediately went back down thanked her, and told her I'm going to get my family, I'll be back. Instead of returning, about an hour and a half later I called her back, told her to cancel the resrvation. She said I would have to return the keys before she could. I went back to the embassy, she had left, so I spoke to another representative. She told me, "You cannot cancel your reservation until 48 hours after reserving it, and, we'll charge you for one night. I questioned her statement by repeating what she said, then told her, "that is not what I was told, I was told as long as I cancelled within 48 hrs there would be no problem. I've never heard of such a policy where one have to wait before cancelling. I requested to speak a manager, as she stuck to her statement. The Manager Andrea Arango came out and told me something totally different than the first two reps. "If you cancel within 48 hrs you cannot be refunded, because once you pay us you cannot get your money back, This is a no cancellation policy. She then told me she was going to speak to her manager and was not surre how long she would be, or if he was there. She walked away from the desk and down the hall. About 8 minuets later she returned saying he was gone for the day, and off on weekends. Then told me I would have to come back Monday. Which was impossible, my flight leave Sunday. She refused to give me a receit for my money, or write any statement of my request to cancel. or, give me any documentation to verify my transaction. She told me "they" can pull up verification of the transaction but she could not give me anything. Then told me she was going to speak to another manager, walked off again, came back n said he was not there. Next she said she was going to speak to their senior housekeeper, went into the office for awhile, came out, never said a word about the senior housekeeper, and handed me a copy of the registration, which had no documentation of any money transaction. She continued to refuse to allow me the right to cancel. Also, refused to give me a receit for my money. In spite of the fact that I requested to cancel within around one and a half hours after reserving it.
Please give prompt attention to this matter and refund my money.
Thank You in Advance

Sharley Bryant
[protected]
[protected]@yahoo.com

My family and I stayed at the Embassy Suites in Tulsa, OK on April 23 /24. We were there to bury our father. When we made the reservation on Expedia no mention of construction to the lobby area was mentioned. This is one the main reasons we chose this hotel. Over the past few years we have had anniversary parties, birthdays, going away parties and various other events all while staying at this hotel. This wasn't possible this time which was a great disappointment.
On Tuesday, my 4 year old grandson and I got in the elevator on the ninth floor. We got quite the unwelcome ride. The elevator #2 didn't stop at any floor including the ground floor. It just kept going from the ground floor to the ninth floor for about 20 minutes. A construction worker heard the alarm and went to find help. When we got it to stop on the ground floor the doors wouldn't open. It took my son-in-law and another person to pull them open. My grandson was terrified. As I handed my grandson to his dad I tripped getting out and fell. No one helped me up. The manager was busy getting the stairwell doors unlocked. Apparently my daughter was running down the stairs from the ninth floor to get to her son and couldn't get out of the stairwell because it was locked. After things settled down we were offered a treat from the snack bar for our trouble. The manager said since we had made reservations through Expedia there wasn't anything they could do as far as refunding our reservation. As a side note, I work for an airline who deals with Expedia on a day to day basis. They will refund or request one from the airline when there is a problem. The manager didn't seem to take this as seriously as we felt she should. Each time we got back on the elevator, my grandson had to be held and he would say it's okay, it's okay all the way up or down. He was so scared.
I am asking for some help. I would appreciate a refund of our reservations as all 11 of my family were affected by the construction. Those of us in room #924 were in the elevator situation. I realize an elevator malfunction might be an everyday occurrence to a hotel but not to us. It was very scary and a bag of chips wasn't a very good solution.
Thank you for your help. I will look forward to your response.

Sincerely,
Melody Britt
6311 Mark Ct
North Richland Hills, Tx 76182
[protected]@gmail.com

On April 6, 2018 my family and I were returning from a family vacation and had arranged for the Embassy North at Dulles to pick us up from the airport. The first issue, we waited almost 45 minutes for a shuttle to arrive. Second issue, when the shuttle finally arrived, it was in the worse condition possible. The shuttle doors would not open, the driver had to force the door open by pushing on it. The rear fender was totally damaged and rusted and there were no hubcaps on the vehicle. There was ten (10) of us returning from a family vacation and the lack of shuttle amenities left a negative impression on us. What really bothered us the most is we stay at the Embassy or Hilton hotels on every vacation we take and when we pulled up to the hotel to retrieve our cars there were several decent shuttles parked in front of the building. I want to make it clear that I am not accusing the driver as he was only doing his job. This was a management issue.

During our stay we were sitting outside by the firepit sharing a small muffin with some birds. 3 women from your staff stood behind us complaining that we were doing this. They spoke in spanish & made us feel very very unwelcome. I know enough spanish that they were cursing us out! Being Swore at Really! First if you are serving american guest speak english other wise you make us feel uneasy but to curse us out is uncalled for! We stayed at Hilton & expected higher standards than this. Also the carpets in our room were filthy. The loud leaf blower at 5 a.m. completely ruined our vacation. Every single morning we heard them! Before I even came to your hotel we explained to get our points we wanted to use our Hilton credit card along with another one. I was told no problem. When I got there no one knew this. So they tried to run the entire amount through on one credit card. Then in front of several people the clerk announced that my card was bad. I had to go over again what I was doing. We got checked in and then the following night on monday they called our room and said my card had been declined again. This was in front of friends and I was totally embarrassed. then he clerk said "oh never mind I see the problem. I expect more out of Hilton and may never stay again unless something is done. At least one if not 2 nights should be compensated! I don't want to free nights somewhere else I want something done with this stay. The maid service was something else too. We had to run after the maid on several different days to get enough supplies. I was made to feel like I was not welcome and was not good enough to stay at your hotel. I am a silver member & I am planning lots of travel and was going with Hilton because of the service and discretion they represent. This was a terrible stay & I am tempted to tell many others about this that I travel with. I will wait to hear what solution you want to come up with first. But this hotel has issues. Also the menu at Tatums lives a lot to be desired. I also had to ask for extra soap & toilet paper that was not left in the room. Really Hilton live up to your name.Extremely upset and disappointed waiting to hear from you!

We arrived on 3/3/18 and checked out on 3/4/18. There were three rooms booked. All of the paperwork said queen or double. None of us received a double. We were told that we booked through a third party so we could not change to a double nor were any available to us. All 9 of us ate dinner in the restaurant, two members of the party did not receive food that was ordered. My husband had chicken that was the consistency of rubber and tasteless. We sent it back. My daughter had chicken nuggets that you would not want served to a dog. The service was also slow. Then I got to my room to find some kind of dirt on the bathroom counter. I pushed it into the sink and took a photo. In addition, we were not able to get paper towels from the dispenser in the ladies bathroom. Nor were there any just sitting out for you to use. I used the bathroom Saturday and Sunday. In addition the elevator broke Saturday evening and remained out of service when we left Sunday.

I have stayed many times at Embassy Suites. I spent two nights there February 16th and 17th. The pool water was filthy . The Jacuzzi had an oil slick on it and the steam room or sauna was closed completely. The staff was polite . The Bathroom you couldn't even turn around in. I don't know what the problem is but with the money I spent for the two nights we didn't get our moneys worth. I want a free nights stay to make this correct!

I am staying in room 217 at the embassy suites in birmingham, al at 2300 woodcrest place. The linens are filthy with blood stains. It smells like mold. There is something nasty on the back of the bathroom door. There is a blood stain in the sitting area. I'm disgusted! They said they'd give me a $75 credit! I'm still not pleased! This is disgusting! My child is here for a swim meet and we are both breathing in mold. I can smell it! There is no excuse for a property like this for the cost to be filthy. Apparently they only had 7 housekeepers to clean up after debutantes from the night before. I was told these debutantes trashed this hotel by breaking lamps, putting blood stains on things! Excuses! We booked this because we wanted clean! I'd rather have paid for a hampton inn because compared to this, this place is a dump! I'll figure out who to call about the mold and have you shut down. I want a full refund!

Conf #[protected]. I made this reservation over a.month ago. I requested the 8th floor king suite river view away from the elevators. Room 811 if possible. I was told the 8th floor Riverview king suite was confirmed. Now 3 days before arrival I am told t h e 8th floor is not available & I am on the 6th floor. Nothing can be done. I am a Hilton honors member at the silver tier. I feel I have been lied to and that being an HH member means nothing and I am told that I am mistaken in that the 8th floor was sold out when I made the reservation. I am so frustrated that I am ready to quit HH and find a different hotel system. This has happened before and I have been told to take it or leave. To be told that I am wrong and they are right as if I did not know what I wanted when I made the reservation is unbelievable.

We booked through Hilton website for a room last night. We had driven two hours to a concert in Santa Clarita only to discover the venue cancelled the show and did not notify us. But they gave us free tickets to another Brand X show in Pasadena. They did the right thing.
Embassy Suites did NOT do the right thing. They refused to give us a refund. We drove over to the hotel and again explained our problem. After 10 minutes of complaining that this was not our fault and we did not want to stay in Santa Clarita, the manager called me condescending and was making her look bad in front of her employees.
So I got the refund, but have very bad feelings about Embassy Suites. Will never stay there again.

My family secured a contractual agreement with Embassy Suites to hold our 1st annual family reunion at your facility beginning 7/28-30/2017. On the 28th of July our Meet & Greet was held in the Deerbrook Rm. We were to receive the PM Express with tortilla chips and salsa, etc. Instead we received broken tortilla chips and very little salsa all for $1700+. Really? On the 29th was our banquet dinner and as discussed with Britny Pasquale on several occasions, was to be chicken marsala, garlic green beans and garlic mashed potatoes. Dinner was cold, potatoes were hard and the marsala was a grave disappointment as it looked and tasted like watered down mushroom gravy. Again... all of this disaster for over $4000.00? My daughter took a pic of a bed bug in her bed and awakened with red bites all over her face, neck and torso. Another family member complained of mold in their room, stating that there was a smell and when they went to let out the "let-out-bed" on the couch, the bedding in the bag was all mildewed. Your operations manager, Jeremy was very accomodating but the overall service was simply awful. I will be sending my cleaners bill (as per Jeremy) just as soon as I can get my clothes out of refrigeration for a week. (Was told that bed bugs die in extreme cold or heat). I would never recommend anyone to stay at your Northshore location as it is infested with bed bugs and the food is horrible!

Very disgruntled customer,

Crystal Randle

Ref: 4335551 Saturday 7/29/2017
My wife and I stayed at your hotel on the night of 7/29 room#631 when I became very sick and vomited twice in the suite.
I had cracked open the sliding glass door to the balcony to let in fresh air and had fallen asleep for a couple hours only to be awakened by the smell of the exhaust coming from a temporarily placed commercial electrical generator down at the parking level right below our suite.
The diesel exhaust filled our suite and caused me to get sick from this. I have a very low immune system due to having contracting valley fever many years ago which had permanently weaken my immune system. specifically to my lungs.
When I went out on the balcony, The presence of the diesel exhaust was so overbearing.
Luckily my wife was out with her friends and she didn't have any the sickness that I had got.
I went to the front desk and spoke with the night manager around 11 pm and told her exactly what I have written here in this complaint.
I was so very upset that we left your hotel and had to drive the rest of the way back home which was 2 hrs away.
Today 7/30 8 am Sunday I got in contact with the Milpitas Fire Dept. and explained to them of the situation at your hotel and they assured me that they will be looking into this matter. My concerns along with my health are with the other guests in the hotel that were in the same situation as we were.
We've stayed in your hotel at this location and the Embassy Suites Hotel at Indian Wells (Palm Desert) Ca. and Seaside, CA. numerous times without any issues.
What really concerns us that we were never told of the temporary generator being used to power the hotel until we arrived to check in.
Also, the noise was very overbearing and if we had been advised of this a few days before we arrived we would have cancelled our reservations but no such contact was made to us.
This is very disappointing as a customer that has been always loyal to staying at your hotels and expected your high standards to be in place.
I would immediately expect a response from your organization as to some type of compensation for this terrible experience we had to endure and luckily I didn't end up in the hospital as of yet but may seek treatment within the next 24 hrs if my headaches persist.

Richard and Melody Passmore
[protected]

My name is George Elizondo
My confirmation # is [protected]. I just got off your website verifying
my confirmation because I never got my email showing confirmation. Sure enough just I thought, everything was misspelled. I was not able to communicate with the lady that you have answering the phone. It was extremely difficult to communicate with her. I almost hung up the phone, because I could not understand anything she was saying. Fortunately with my confirmation number I was able to go into your website and correct all her mistakes. I don'd blame her in any way, I blame Embassy Suites for putting the wrong person to answer the phone.
George Elizondo [protected]

We checked into Embassy Suutes on July 2, 2017 thru July 6, 2017. From the time we got to our room there were problems. When we checked in the bathroom smelled like urine and the remotes didn't work for either of the televisions. Everyday that we were there we had to ask the front desk for towels because housekeeping only left washcloths and hand towels. When housekeeping cleaned our room they failed to clean the tub on 2 different days. This was by far the worst experience that I have had while staying at an Embassy Suites and I've stayed at plenty. Every time o called the front desk for the manager she was never in and they never had her to give me a call as I requested. We extended our vacation and stayed in Atlanta until July 9 but we chose to stay in a different hotel in the area.

We stayed at the Embassy suites Lynnwood for two nights July 01/02 2017. There was absolutely no way of getting internet service on either day. When we called the front desk to complain they wanted us to bring our laptop and come downstairs.
Despite them having undergone a renovation their was no towel bar in the bathroom. As well, the toilet seat was loose and kept sliding to a side soon as you sat on it.
Disappointed! Will not be staying here again.