Reach Embassy Suites Corporate Office 

We have used Embassy Suites many times. We are also Hilton Diamond status. We checked into the Embassy Suites Myrtle Beach for our 41st anniversary on December 26th. All the personnel were very nice. First, although clean, the carpet was worn and old. Second, I was shocked when I went in the women’s restroom in the lobby to see the toilet propped up with a Jack. Third, the buffet breakfast this morning was lukewarm/cold.

I would give them a 0 because our room was deplorable!! The bathroom was in total disrepair. The bathtub/ shower leaked all over the floor. The customer service upon arrival was absent. There were no carts to unload our baggage with and I was told “Sorry there are none available at this time.” I had to go to all of the floors looking for one. Finally, we had to just make several trips to take our things to the room without a cart. But did see two small carts in the parking garage. So apparently they don’t go get them from there. I reserved a room with two beds and a sleeper sofa. Both beds were pushed to the wall on one side. So you would have to climb over the other person to get in and out of the bed. I was told, “That’s the way our rooms are.” I just called to find out what time breakfast was and was told 6 a.m. to 8 a.m. In every other embassy suite I have stayed at, breakfast is available from 6-9:30. And to top it off, the AC is not working.

I stayed at the embassy from August 15 to August 18. The hotel room appeared clean until both I and my daughter noticed a strange smell coming from the couch at first we weren’t sure but the smell began to grow stronger it smelled like spoiled Milk or worse. Also when my daughter was laying on the couch before noticing the smell, she noticed that the pillow on the couch had stains. It was a hard substance that looked like dry, baby food or tomato sauce., I requested room service to clean the room but I was informed that it was too late to request cleaning for the same day and they would only be able to change the trash and put fresh towels. I took both pillows that were on the couch and put them on the floor so that the cleaning lady would notice. I also put them in a spot that I would be able to tell if they were touched when we return to our room after dinner, we noticed that both of the pillows were still on the floor the one with the stain on it was still laying face up in the same position. I had left it so that the spot would be visible. I went downstairs to inform the front desk that the couch had a smell and that the pillows had stains on them. She took my room number down, did not offer to change my room or ask for any additional accommodations, and when I return back to the room, I noticed that nothing had been done. It was very challenging to sleep in the same room that night, knowing that Cleaning was not up to standard so I worried about what me and my daughter were sleeping on in the bed. We slept on top of the sheets and lucky we also travel with a small blanket which she was able to use for the night I left the hotel early the next day because I could no longer stay in the room, I have very sensitive skin issues. Which causes me to break out in hives. It was not a very fun drive home itching during the 6-hour trip. I was very disappointed.

All issues resolved in a timely manner! This is Deborah’s first bad experience with Hilton. She is a diamond member. I am a guest and I was not impressed with the Hotel or experience. The individuals that made this experience more tolerable are Samuel, Aniemae and Chris. When issues were brought to their attention they made sure things were taken care of in a timely matter. I applaud these three individuals. You should be honored to have them on your staff. They may have changed my mind about how I feel about this Hotel. First we arrived the room 1209 was already confirmed and express check in. The room was not ready so we were upgraded to 1707. We were excited about the upgrade until we saw the room. One hand towel, tissue paper has some type of chemical streak, no iron, two hangers, brown streaks on toilet and the shower has rust. This is unacceptable for a diamond member to experience. Thanks to Aniemae, Samuel and Chris all issues were resolved the next day with urgency. This is why I am rating a four star.

NO HOT WATER!

Checked in at Albuquerque, NM Embassy Suites on 1/21/24. At no time did we have hot water. I am sure they knew at the time of our check-in but we were not informed. After our stay at checkout, (1/22/24) we were told by the front desk that they were “sorry bout that” and then on to another customer ignoring us. We left a negative rating on our phone after checkout and were told that someone was going to be in touch with us. No such luck. After paying $200 for a room we expected more. I plan to rate the hotel on every site I can for years to come until someone actually calls me.