Terrible Experience and customer service
By Brett, 10/26/08
Our initial room was musty and moldy and rusty where ever plumbing was located, and, upon asking for a candle or something to freshen the room, they begrudgingly sent a staff member up to spray this god awful chemical throughout the room (she sprayed SO much, in fact, that it soaked EVERYTHING in the room, making the carpet wet, and even soaking our daughter's cereal that was on the table).
Upon going for a walk for the room to "smell better," we turned on the AC, and it shook the wall, and at this point decided to beg for a new room.
We were told they'd move our stuff (as we had dinner reservations), and when we returned (with out 20 month old), they had not moved us, so we had to wait 10 minutes for the security staff to come meet us at the old room (not a fun time with a cranky toddler!).
We contacted Embassy Suites via email, and were told they'd look into it, and get back with us. They eventually wrote back and said "We heard the manager of that hotel offered you a free stay - we hope this takes care of you!"
We had never heard from them about a free stay, and when we told them that, we never heard back from them. We once again left a message with Embassy Suites, and we haven't heard from them almost a month.
We're not sure if the worst part was the attitude of the staff at our requests (like we were putting them out) - or the fact that no one at Embassy Suites even apologized - or the fact that they simply stopped contact with us (blowing us off, as it were...).
I can see this out of a "value" chain where the rate might be $75 or less, but, for crying out loud, a $150 night per room hotel should be disgraced here...
Maybe this is an isolated incident, maybe it's just this particular hotel, but no matter what, we'll never stay at an Embassy Suites again.
