We had an excellent stay and excellent service. All of the staff was very kind and helpful. The rooms were tidy and clean. It is conveniently close to many restaurants. The snacks and drinks were well made. The breakfast is amazing and Patricia makes the greatest omelettes ever!!!! Will be staying here again!!!
We stayed at the hotel this past weekend. Our stay was extremely disappointing due to a youth baseball team staying at the hotel. Kids repeatedly ran up and down the hallways, slammed doors so hard that our bed shook, and even banged on our door before running away. The constant noise and disruptive behavior made it impossible to relax. We will never stay there again. The breakfast was mediocre. They guard the sausage and bacon. You can self serve everything else. You can order an omelet.
This is a very attractive looking hotel in a convenient location. The fact that the hotel rooms all face the center of the hotel and look down on a pretty waterfall is very nice to look at and gives a feeling of luxury. The rooms themselves were attractive and we liked the separate seating area from the bedroom area. However, the rooms did not live up to the cleanliness standard that you would have assumed from how nice the hotel looked. The one room in particular was incredibly dirty. It had unnecessary stains on two trash cans and walls that looked like they could easily come off if wiped. There were multiple hairs found in the bathroom on the tub and towels. And the largest strangest issue found was a giant wet spot on the carpet. We found this almost immediately after unloading our things in the room so I went back down and reported it to the front desk upon arrival. If I had also known how dirty the room was I would have asked to change but we didn't discover until the morning because we didn't arrive until after midnight and went to bed right away. The carpet also had multiple stains on it that looked like they could come off with carpet cleaner. One of the water glasses had a food partical stuck to it. I will post pictures. I would like to assume that this room was somehow an oversight or part of the cleaning got accidentally overlooked but I did find it strange and it seems like there should be some kind of checks and balance mechanism in place for a manager to check each room after cleaning completion.
It is a great hotel with a wonderful staff that feels like family. I have to come very often for treatment at the hospital downtown and we have been staying here 99% of the time for almost 2 years. I appreciate the good cooked to order breakfast. It's hard for me to eat at alot of hotels because I have celiac disease as well so to find somewhere that I can safety eat real food is awesome. Patricia and the whole kitchen/ dining staff always do a great job. My 2 year old feels very comfortable here as well and always says "yay we're here" when we pull up. The few times we have had issues, they are very quick to fix and address it. Even bringing up a new refrigerator at 10pm when we realized ours wasn't working. Definitely would recommend them.
I booked a king room through Priceline, but upon arrival I was told by the front desk that my reservation was for a double queen. That was simply not true. I clearly remember booking a king room—otherwise I would not have made the reservation. I also have documentation of my reservation. Rather than acknowledging that the hotel may have received or processed my reservation incorrectly, the front desk attendant, Pierre (who appeared in the text check-in messages as "Laroch"), insisted that I had booked a double room. He refused to take any responsibility for the discrepancy. To make matters worse, I was told I could only switch to the last available king room after every other guest had checked in and was satisfied with their room. As someone who paid the same standard rate as everyone else during Fourth of July weekend, I found this response completely unacceptable. It made me feel like my reservation and my business were treated as less important than everyone else's. I’ve attached pictures of the carpet in the room that I was finally given so you can see the condition of the floor. I would’ve been willing to look past that but you cannot have both poor service and poor room quality on top of that. Good customer service involves finding solutions and taking ownership when issues arise—not arguing with guests or placing them at the bottom of the priority list. Neither the service nor rooms are up to the Hilton standard. Based on this experience, I believe the front desk attendant would benefit from additional hospitality and customer service training. Unfortunately, this interaction left such a poor impression that I will not be staying at this Embassy Suites again, nor would I recommend it to others. Unless you want to be treated like a second class citizen for using a third party booking website, I would stay somewhere else.
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