"I am disappointed with the service we received during our recent stay.
Housekeeping failed to service our room despite being requested twice. We were assured our room would be cleaned, but after a long day of activities we returned to find that nothing had been done. Having to make the same request multiple times without any follow-through was frustrating.
The check-in process was also disappointing. When I arrived, there were two clerks available. One directed me to another clerk, who then told me to wait. A third clerk eventually checked us in, while the other clerks assisted guests who had arrived after me. The experience felt disorganized and unfair.
We also had difficulty obtaining a luggage cart. Staff said security would be notified and that someone would help locate one, but no one followed up. As a result, my husband and I had to carry our luggage upstairs ourselves while managing two children and a small dog. To ensure we had a cart for checkout, we ended up keeping one in our room overnight.
Additionally, the lobby fountain was not operating, which detracted from the atmosphere we typically enjoy at Embassy Suites.
I have stayed at Embassy Suites approximately seven times and have generally had positive experiences. Unfortunately, this was by far the poorest customer service I have encountered with the brand. I hope management will address these concerns and improve communication, follow-through, and consistent treatment of guests."
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