Hilton Hotels & ResortsReviews of embassysuiteshotel.com

I booked to stay at this hotel for a family reunion with our American cousins and their families during our visit to California. We had not seen them since Covid because during Covid our cousin's wife suffered a cervical artery dissection and an associated stroke from which she was lucky to survive and slow to recover. I had no hesitation booking this hotel because I had stayed in the Embassy Suites in Aneheim for my daughter's wedding and it was excellent in every way. Six days before we were due to visit our cousin's wife was again taken to hospital for emergency abdominal surgery due to a severe case of diverticulitis and our cousin cancelled the reunion. I emailed Booking.com and asked them to ask the hotel if they would cancel the booking. Booking.com told me that they had no response and suggested that I could try telephoning the hotel. When I telephoned the hotel they told me to contact Booking.com. I emailed Booking.com who again suggested that I contact the hotel. The hotel refused to help and their reception staff were very rude when I telephoned again. We didn't make the visit and the hotel charged my card full price.

I recently stayed at Embassy Suites by Hilton Pittsburgh Downtown, and my experience was extremely disappointing. The heat in my room was not working, making it very uncomfortable, especially in cold weather. When I called the front desk for assistance, the staff was rude and dismissive, refusing to provide any solutions. I escalated the issue to a manager named Raelyn, but instead of addressing the problem professionally, she told me to “deal with it,” as if it were my fault that the room’s heating system was broken. I expect better from a Hilton-branded hotel, where guests should at least receive basic amenities and professional customer service. Instead, I was met with zero accountability, poor hospitality, and an unwillingness to help. If you are considering staying here, be aware that if something goes wrong, the staff may not assist you. I strongly advise management to train their employees on proper customer service and ensure that guests are treated with respect and care. This was an unacceptable experience, and I will think twice before booking a Hilton property again.

This hotel is the most poorly managed I have seen in years. And it does not at all live up to what it promises on the website. We were a family of 14 with 7 rooms. Here is a sampling of what we experienced: We chose the hotel because it said the rooms were newly renovated and there was a restaurant and bar. Restaurant and bar werent open when we arrived from Denmark and most of the following nights. Our room hadnt seen a renovation for many years. The phones in the rooms were out of service but one of our party got charged for international calls they couldnt possibly have made. The rooms werent all cleaned during our stay and were short on toilet paper and soap. People without cars were charged parking fees. I am after two monthes still battling with the Hilton about charges for cancelling rooms they assured me there would be no charge on. The hotel manager refuses to contact me despite Hilton guest services requesting him to. There was only one reception for two connectin hotels, so even people with diabilities had to walk long distances to talk to the desk, as the phones didnt work. I have completely lost faith in the Hilton brand and can only say….Stay FAR away from Embassy suites North Loudon on Waxpool Road in Ashburn, VA.

The website states there's a tunnel to the beach! There is NOT and the beach is horrendous full of large rocks! Never again! The hotel is new and nice but I had to taxi to and from another beach daily!!! Who goes to Aruba for a pool? Not me!! I was told by locals they're under litigation for rights to the beach but have been denied, the hotel said the tunnel was closed for maintenance LIE!!

If I could give a negative rating, I would! We stayed at the Embassy Suites Minneapolis North. Torn furniture, loose shower head, smell of weed in the hallways. The fire alarm went off a half hour before the end time for our free drink voucher, and the hotel bar wouldn't honor the ticket immediately afterwards since it was "after the end time". The worst part of our stay was that an item went missing from our room and the hotel staff handled it abysmally. We were there for a wedding and we had a gift bag which contained: an envelope with a card, almost $300 in cash, and a couple of small irreplaceable wooden boxes. We left it out on the counter next to our lunch box, and as we were leaving for the wedding, we noticed it was missing. Immediately reported it to the front desk who did an investigation and claimed there was nothing they could do because "they don't have cameras in the hallway" and there is "no proof that we ever had a gift bag in the room". How convenient. They checked their access records and tried to put the blame on us because we had more keycards than we started with. The reason it showed more keycards is because ours had stopped working, so we went to the front desk to get new ones, several times. We were only asked for our room number, and no other verification of who we are or what name the room is under. All the cards were either in our possession the entire time or at the front desk after being exchanged. The only other people who had access to our room was the housekeeping staff, who denied everything. The hotel claims they searched the housekeeper and that she has worked for them for 13 years - this doesn't prove anything. In the amount of time that passed between when the item went missing and the time we noticed it, whoever took it had plenty of time to hide the items or get them away from the hotel. The bag didn't just grow lets and walk out of the room. Tina the corporate manager I spoke to on the phone about this was extremely rude and dismissive and accused me of accusing her housekeeping staff of stealing it. I never once said they stole it - they could have taken it, or they could have left the door open while the housekeeper was cleaning and someone else could have walked in and taken it. In the end, since there is proof that their card is the only card that accessed our room, it comes down to the housekeeping/hotel's responsibility, whether it happened due to malicious intent or negligence. Jason the front desk manager was nice when dealing with us but this was simply a facade. He told us multiple times that he would follow up with us and never did. We had to call multiple times and pester him to get anything useful done. He opened up a ticket with corporate and said we'd hear back later in the week. We called corporate a few days later only to find out that the ticket was closed with no resolution. I guarantee you that if the roles were reversed and I had walked out with a towel or a microwave, they would be charging me an insane amount of money and probably prosecuting me for theft, even if there was no proof that I was the one taking the items. I will never be staying here again and do not wish this kind of terrible experience upon anyone! If you value your time and possessions, stay away from this hotel at all costs!!!

We checked into this hotel late in the evening and ordered food at their expensive steakhouse. Checkout is at 11am, we came back to the hotel 30 minutes BEFORE checkout and to our surprise our rooms were already torn apart with all of our food, drinks and items that the clean staff deemed trash thrown out. When we went to the front desk both of the staff were short tempered and seemed like they could care less. A supervisor came out briefly and said she would get someone who could help, but after waiting several minutes we were forced to leave before missing a doctor's appointment. Very disappointing to pay a premium price to be treated like dirt and have our food thrown away when we were still within our purchased room time. We went from highly recommending this place to never using their services again very quickly. I now understand why there are such low reviews for these places.

I booked a reservation at the Embassy Suites, Elizabeth, Nj location. I pray the calls are recorded because I just canceled my reservation due to the rudeness provided to me from a manager there. I booked this location because a member of their reservation team confirmed that the pool was open. That was a lie! Someone transferred me to the location to speak to someone there and I got the rudest manager ever! Again, she provided no name, no empathy but did confirm she was the manager on duty. I called around 11:30pm ET. She hung up on me and yelled at me when all I asked her was why were employees misinforming customers? This is true statement because the only reason I booked for my daughters birthday was due to being told the pool was open. Please listen to the phone call. I am a frequent customer staying at so many embassy locations and due to this experience I will never spend another dollar again if these are the type of unprofessional leadership you have representing the company. I’m disgusted at the lack of appreciation for customers at this location. I will never again stay here. Money refund already now in progress.

I used to love Embassy Suites. My favorite one in Los Angeles was the LAX South El Segundo. This hotel is VERY dated and dirty. We changed to a “better” room… it was less dirty feeling, that’s all. That was my last stay at an Embassy Suites. It’s not what it used to be.