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  • Terrible experience here. I am a Hilton Honors gold member and had my reservation booked in advance for a king non smoking room. When I got to the hotel I was informed I was "upgraded" to a pool side double bed room. Sorry, but half the bed in the noisiest part of the hotel is NOT an upgrade no matter how you spin it. I told the person at the desk I didn't want the "upgrade" I wanted the room I reserved and she became very short with me and told me I could take that or a smoking room and that they have no control when guests check out. Seriously!? I have had to extend trips at Hilton properties and it is always subject to vacancy. I have even had to switch hotels because the property I was booked into had no availability the following day. I think that is way more reasonable than just switching your guests reservations then lying to them. I called Hilton that night and they couldn't believe they switched my reservation, looked up hotels in the area and said that the only hotel with available King rooms were... get this... THIS HOTEL. I called the front desk and asked for the manager and the same lady told me she was the manager, besides a different name being listed at the desk, and YELLED at me that my only options were my "upgraded" room, a smoking room, or another double room on the road side. Totally unacceptable, not even an apology or an offer for compensation from the hotel. I have stayed in another Hilton property in AZ. I found hair in the bed there and they immediately sent someone to my room to take my bags to a new room, and within 30 mins there was a hand written apology note under my door from the manager with a gift card to a local restaurant. That is customer service, nothing at this Embassy Suites resembles customer service. The shuttle drivers were nice though, so they have that going for them.
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