Embassy Suites by Hilton

I have never had such a horrible stay at any hotel especially an Embassy Suites. I checked in on 2/26/25 with my granddaughter to find a very outdated, dirty room. The temperature was 79 degrees, and the AC was not working and did not work all night. There was no hot water or towels. I picked up the phone to call the desk to ask for help and found the phone wasn't connected either. There was a large group of cheerleaders checking in when I went to the desk and a long line at the desk of people complaining of the same things. No AC and no hot water or towels. The help at the desk was nonexistent. We had a two queen bed room but slept on the same bed because one of the beds appeared to have dirty linens. The drawers in the dresser wouldn't stay closed and I had to sit a suitcase in front of it. While I was standing in line the other people there wanting to complain had photos of mold, doors falling off the hinges and even what appeared to be blood on the curtains and mattress. I called Embassy Suites to try to get some sort of compensation for a terrible experience and they put me on a three way call with the manager at the hotel and she informed me they were not refunding anything and straight up called me a liar even though I know there were multiple people that checked out and moved to other hotels for the same reasons I am sharing. I will never stay at another Embassy Suites again. They have their name on a severely sub standard hotel and will not stand behind their name. If I could give negative stars I would!

This a first class hotel. Have stayed in over 50 hotels in last 3 years throughout the country. This is at the top. Vera is wonderful, she works breakfast and is a great chef. Food is perfect, hot and varied. Julie works front desk and took care of everything including finding me a room for virtual last minute call. Rooms are quiet and clean, hotel easy to get to. Happy hour is extended and includes snacks and drinks. Snacks are chees, fruit, etc., not chips. Near shopping and football hall of fame. Recommend highly.

We are here now, Feb 24,2023 in room 222, and there is hot water coming out of the cold water faucets and shower. As they fiddle with the problem, the shower water varies from 70 to 140 degrees, regardless of where the valve is set. We decided to skip the shower and go eat the free breakfast. We found the powered eggs and bacon and the cook making omelets. However, there was no cereal, bread, toast, juice, milk.
After finishing my eggs & bacon, my wife found an unmarked door people were coming through with food. That is were the missing food was hidden. You would think they could afford a sign, to advise patrons where the other food was hidden.
I am usually pleased with Embassy Suites as we travel and this location has been better in the past, but this location has no quality control at all.

In addition, we discovered the door lock to room 222 only works part of the time. The bathroom door lock also misbehaves. The heater makes a loud humming sound when the fan runs. Loud enough to wake my wife and I during the night. Last, the shower has soap dispensers mounted at shoulder height to tear at your shoulder, instead of mounting them out of the way, at the rear of the shower.

All in all, it was quite an adventure for $481 with fees and taxes for a single night.