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| - The only reason why THIS hotel gets 2 stars: nice spacious rooms and prime location! The rest is terrible and is enough for me to not return unless I hear of significant improvements from Hilton Honors myself as I filed an official complaint against this particular hotel. The problems are not impossible to resolve. In fact with proper hotel management, this hotel has the potential to outperform all the other chains in the area.
What's most frustrating is the service. It appears that not one front desk staff is properly trained. They first messed up with my reservation. I asked for a 2 double beds, they give me a 1 queen. After being passed around the staff like a frigging soccer ball, the matter was finally brought to a manager's attention where I had to reiterate my case over and over until he finally accommodated.
THIS hotel throws in a complimentary breakfast for all guests which is a nice touch, but the restaurant was terribly understaffed. Tables were unclean, dishes were piling up everywhere and utensils were dirty. Needless to say the eating experience was not quite pleasant.
The night prior to leaving town, I called reception to request a late check out. The evening staff rudely told me to call back the next day because it cannot be done. This, in my mind, is someone who either does not want to be bothered or is not properly trained to do his job.
To top it off, my invoice came back with over $50 additional charges. I was not the only guest with billing issues as there were a few people I saw with corrected bills in their hands. When I requested the front desk to amend it, it took a long time to finally get it resolved. During this time, I looked around and it became clear to me that all the problems I encountered throughout my stay at THIS hotel were attributed to extremely poor hotel management. What a shame because its location and prices are one of the best in town, but it's not worth the headache when you're on vacation!!!
I would NOT believe that this type of hotel management is meeting Hilton's high standards. It deserves some investigation and definitely improvement all around.
To be fair, I would return to THIS Embassy Suites if I hear of significant improvements. Otherwise there are many hotels in the area, particularly the Intercontinental and the Westin that are of the same value.
PS: Don't be surprised to find yourself in a suite at any Embassy Suites. It should be expected given the name is Embassy "Suites". The rooms are spacious and overall clean. The huge jet tub was a good feature, just not appealing to me. Who knows if that thing is clean :s ....
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