Supposed to be a father/son weekend. Woke up to a chattering roach on the headboard. Was then moved to another room that had a bug in the bed. Ended our stay at 4am and head back home. Whats upseting there has been no effort by the Hotel Gen'l Mgr or Hilton to make it right and I'm an Amex HH rewards member. When I called to complain a second time I was informed I got what I requested which was a refund. Who wouldn't be upset?! Never had a bad experience with an Embassy Suites Hotel before until now.
I’m in the travel industry and it’s so refreshing to stay at a hotel that is extremely welcoming, and helpful. The breakfast is phenomenal for quality and service, front desk follows through and was super helpful with our ever changing schedules and shuttle service, and the housekeeping are excellent at respecting occupied rooms and maintaining the cleanliness of the property. All around 5 stars!
The hotel is in a terrific location, an office park directly across the street from Crabtree Valley Mall. We felt very safe and the hotel seemed very secure, you had to access the fitness center, pool, even going from the garage inside the hotel with your room key. The mall is close enough that you could actually walk, with a great variety of restaurants. The hotel is pet-friendly and there are many open areas to walk your pet outside. The pet station was well equipped with poop bags and a trash can. The outside area of the hotel appeared to be very clean. The rooms are extremely comfortable, excellent bedding and nice bathroom towels. There are actually 3 sinks, one in the bedroom, the bathroom and another sink in the "kitchen/bar" area, making it super convenient if traveling with children. There are many lights in the room, as well as numerous electrical outlets and USB ports for your cords. Many hangers (also removable) and plenty of storage for your clothes. The rooms were very clean; housekeeping does an excellent job. The fitness center is huge, extremely well equipped with cardo equipment and weights. A delightful change from the closet type workout rooms you find in mid-size hotels. The indoor pool is also very large and very clean. Breakfast is terrific, but only open from 6;00am-9:00am. The service staff, especially the man and woman making omelettes, are very friendly and helpful. The food is hot and fresh, and it's still plentiful as 9:00am approaches. It would be nice if coffee service and access to cold items, like fruit and muffins, remained open longer, especially the coffee. The front desk staff is pleasant, but seem so serious. Whereas the kitchen staff were always smiling and seemed very happy. The only negative issue was the complimentary cocktail reception from 5:30-7:30pm. Although advertised as food and cocktails, there was no food. And there was only one bartender, for not just paying customers eating and drinking at the bar, but for the many hotel guests in line for the free cocktails. I went there 3x within an hour and each time there were no less than 8-12 people waiting for a drink. It's hard to be mad at the staff, they can only move so fast. My suggestion is to staff up during this busy period, or set a table offering beer, wine and soft drinks for this 2 hour window. Those wanting cocktails can wait for their "mixed drinks, " the other service would move quickly. The line was literally wrapped around the bar into the lobby. OR.....lower guest expectations. Don't promote a reception with food/snacks if there aren't going to be any. Or don't offer mixed drinks at all, just offer complimentary beer, wine and soft drinks. The complimentary reception is a trademark of the brand, but times are changing, just something to think about. Overall, our stay was excellent. Will definitely return when in Raleigh.
The front desk staff at this location were very welcoming and helpful. The room was clean and comfortable and the breakfast was excellent. When I experienced issues with my TV, the problem was identified, I was informed and then moved for my convenience. I do want to note that my digital key never worked again after the move. The young lady working as a waitress in Axis was attentive despite the crowds on both nights I visited. An additional note is Chris the bartender. The first night i decided to visit the bar, he was so deep in his phone that he did not acknowledge me waiting; another patron had to yell his name. And then, instead of apologizing he asks me, "Are you here for the free drinks, its over there, " and he points across the room. He then turns back to his phone and whatever was more important than good customer service. I was highly agitated at his dismissiveness.
We made a reservation for Wed 06/01/22, King Corner room. Comfortable accommodation, plenty of room to lounge in living room. Arrived early afternoon and checked in right away! We entertained other family members for lunch and dinner in the hotel restaurant and all meals were delicious! Big thanks to Vilma at the restaurant for her excellent customer service. Breakfast made to order omelets were amazing. Thanks Embassy for your whole crew!
We have stayed at this Embassy Suites several times over the years. The experience is always good, breakfast is awesome, the room always accommodating and clean. The only reason this review got a three was because Evelyn G, the bartender, was very unpleasant toward us. Maybe she was having a bad day? We did all we could to cheer her up, but it really should have been her being customer friendly and happy… Right?
Stayed here for a wedding. Called multiple times before my trip to setup airport shuttle and got many different instructions, none which were correct. The right way to do it is: Call in the 24h before your flight, tell them your airline and flight number and time flight lands. Make sure they write down your name so they pick you up. When flight lands, call hotel and they will send driver. One staff member hilariously told me the shuttle was already setup for my party despite not taking my name or number of people (shocker! More than 1 group from a flight might stay at your hotel)! Otherwise the breakfast was wonderful, our room was quiet (others with less luck), our suite was clean and spacious, and the managers drink reception nightly was a fun added bonus. Would stay here again, but don’t plan on the hotel shuttle as a given. Another couple had to Uber because it never came despite them calling once they landed.
My room was not serviced at all for my 3 nights stay and when I requested that the room be cleaned I was informed that they had no housekeeping staff available to tidy up the room. At first I was informed that they only provided cleaning service for stay of 3 nights or more and when I told them that my stay was for 3 nights someone else told be that they cleaned on the fourth day.
I have been a Diamond member for a while and this place makes me rethink if I want to continue with Hilton! I stayed here with my family and it is loud, the smell of marijuana, people taking lingerie photos in the lobby! We told the front desk and they acted like they didn’t care. I don’t feel safe with my family here. It’s crazy and I don’t think anyone cares! Like I said before, I stay in Hiltons all the time but that might change going forward.
I attempted to order food from the restaurant and the order was canceled. Apparently you can't order food online and have to go downstairs to the restaurant to place the order. This is 2021 people.