Hilton Hotels & ResortsReviews of embassysuiteshotel.com

The only reason we stayed at the Sparks hotel in Port Wentworth, Georgia .was because we thought we could quickly access our room digitally after a long drive—no check-in, no hassle. But what a complete nightmare that turned out to be. The digital key didn’t work at all, and when I finally had to go to the front desk, the person that served me was nothing but rude and nasty. After persistent frustration, I finally got my key, only to walk into a room that reeked of disgusting odor. It was utterly intolerable. Then, to make things even worse, when I woke up, I found their so-called "free" breakfast was a stale bagel and watered-down coffee—an insult to anyone expecting a decent meal. But that was just the start of the chaos. Upon leaving, I saw an unauthorized charge on my credit card. When I called the front desk and spoke to “Ram,” he had the audacity to claim it was a pet fee—despite me having no pet whatsoever. The person next to me, however, did have a dog. The so-called staff then brazenly claimed they saw a dog coming out of my room, based on footage from cameras they apparently have outside people's individual rooms This is absolutely infuriating and deeply disturbing. Cameras outside the rooms—how are they allowed to stalk guests that way? It feels invasive and downright creepy, as if they’re spying on us. I told them to check their camera again because there was no dog, and I warned that this was a massive breach of privacy. Other guests deserve to know that their rooms are monitored from the outside—what kind of place is this? This is by far one of the worst hotels I have ever encountered. The customer service is abysmal, and if you value your money and your privacy, stay far away from this place.

The manager was very unwilling to assist with a billing issue. She only offered "I can't do that" even after acknowledging that she could have provided assistance, she just wouldn't.

Ownership should seriously reevaluate the current management team and place qualified individuals in leadership positions who genuinely understand customer service, accountability, professionalism, and respect for guests. As an Asian family traveling from California to Indianapolis for our children’s graduation, we arrived at Embassy Suites North Indianapolis around 4:00 AM after unavoidable travel delays, only to be told that our fully prepaid and confirmed rooms for May 8–10 had been given away to other guests. Arriving exhausted in another state in the middle of the night with family members and no place to stay despite paid reservations was devastating. The overnight front desk staff were apologetic and said a manager would contact us. No one did until the following Monday, when I received a voicemail asking me to call back and speak with a manager named Kevin. When I returned the call expecting professionalism and an apology, Kevin instead spoke aggressively and condescendingly, repeatedly interrupted me, told me I could only speak “when asked,” and eventually hung up on me even though I remained calm and respectful throughout the conversation. The dismissive and hostile way we were treated left us deeply uncomfortable and unwelcome. I am not seeking compensation or sympathy. The damage has already been done. Mistakes happen in every business, but what customers remember is how management responds afterward. Instead of hospitality, we experienced hostility, intimidation, and a complete lack of accountability. Because of this experience, I will not recommend this hotel to anyone traveling to Indianapolis.

I stayed at Embassy Suites by Hilton Temecula Valley Wine Country and the lobby was nice but that is where it ended. The moment I stepped on the elevator I thought I was in some seedy run down motel. The carpets had stains from who knows what and there was a smell that lingered in the hotel from years past. The room itself was far below Hilton standards. The bed had some type of sheet metal base that flexed everytime you moved on the bed. At over $250 a night it is needless to say how disappointing this stay was. This is one location I will never stay at again.

Recently I stayed the embassy hotel and everything was fine until we woke up in the morning and there was a big giant cockroach in the bathroom. My daughter went to front desk to show them the picture of the cockroach in the bathroom they acted like it was nothing and no big deal told her that all they could do was send a housekeeper and one would be in early in the morning no apology no nothing. Just pushed her away like it was something that they see everyday they are staff is very unprofessional and rude it's unbelievable.

Great service as always

If I could give zero stars, I would. My stay at this Hilton was an absolute nightmare from start to finish. On the middle of a competition weekend, I walked into my room and found roaches. Multiple. Crawling. In a Hilton. When I immediately informed the front desk, it somehow took TWO hours to move me to a new room—two hours I definitely did not have to spare during a competition day. And despite one of my nights being spent in a roach-infested room, I was still charged full price for both nights. The disappointment didn’t stop there. When I reached out to Hilton’s escalation center, their first “solution” was to offer me points for a free night somewhere. Only after pushing did they agree to reimburse me for one night. Spoiler alert: the check never came. I had to call again, and only then did someone finally send it—still only for one night, even though I stayed TWO nights and only one was even remotely habitable. To make matters worse, the check arrived while I was out of town and ended up misplaced. Hilton’s response? Too bad. They refused to reissue it or make the situation right in any way. Every time I ask for a supervisor, I’m told I’m already speaking to the “highest team,” which is both unbelievable and unacceptable given how poorly this has been handled. So here I am: I paid full price for a two-night stay in a roach-infested hotel, Hilton didn’t follow through on the reimbursement they promised, and they now refuse to do anything at all. I’ve been a loyal Hilton guest for years, but after this, I genuinely cannot trust their brand anymore. If this is how they treat guests after their mistake, then staying at Hilton clearly comes with risks they won’t take responsibility for. I’ll be booking with literally anyone else moving forward.

We chose Hilton Niagara Falls for our 25th wedding anniversary, traveling from the UK with family and trusting Hilton for such a milestone occasion. We paid a premium for a “Canadian Falls View” room for 6 people, expecting the clear views advertised. Instead, we were given a so-called “upgrade” with a heavily obstructed view and windows so filthy the Falls were barely visible. The disappointment turned into complete frustration with customer service. At the front desk, Symphanie assured us the matter would be escalated and that Angelica Whitfield-Koch (Resident Manager) would contact us. No one ever did. When we followed up, Deputy Manager Pema and Resident Manager Reliza treated us with shocking arrogance, insisting Hilton isn’t obliged to disclose obstructed views and that we should be satisfied with a partial glimpse. This was one of the worst experiences we’ve ever had with Hilton. We felt deceived, dismissed, and disrespected on what should have been a once-in-a-lifetime celebration. Paying premium prices only to be told to “settle” for less is unacceptable. Hilton completely failed to deliver on its promises or uphold its brand values. This experience is damaging to Hilton’s reputation and deserves the urgent attention of Hilton’s corporate leadership