The lobby was beautiful but the entire place was dingy and dirty. Half-eaten food all over the restaurant floor, overflowing trash cans and mystery stains on my rooms wallpaper. Was told when booking over the phone that you could reserve a time to use the pool and hot tub but when I got there it was filled with unsupervised children the entire top. And the hot tub didn’t even exist!
WORST HOTEL EVER! Stayed here for a hockey tournament. We had to go to the front desk to ask for toilet paper because there was none in any of our rooms and it was NOT CLEANED WHATSOEVER. There were stains in all of the sheets, pillowcases, and chairs. The sheets even gave one of my friends a skin infection. It looked okay at first, but it was extremely dirty. The friends that went with us had gang graffiti in their rooms and they did a terrible job at covering it up. DO NOT RECOMMEND!
I will say that all the staff we encountered were very nice and when we did report issues they were quick to respond. Unfortunately, the state of the hotel was not great. There was a general feeling of the hotel being dirty - the floors werent vacuumed in the 3 days we were they, uncarpeted areas were sticky, elevator buttons felt greasy, the pool was only 5ft deep but was so cloudy that you couldnt see the bottom, etc.When we arrived to our room there was a really bad odor coming from the bathroom. We finally located it and found dried vomit down the side of and on the floor behind the garbage can. We called the front desk and placed the garbage can outside the room. A maintenance man came up and handed us a spray bottle of OdorBan disinfectant...I guess we were expected to clean the bathroom ourselves, so thats what we did.We went down to the restaurant at 6pm for dinner and waited at the hostess stand for 10 minutes with no employees in sight. The bar was completely packed (apparently they offer a happy hour until 6:30p with free drinks and appetizers, which would have been nice to know about), but we walked around and could not find a waitress or bartender anywhere. We finally went to the hotel front desk to ask about service and they said someone should be there somewhere. We went back to the restaurant and looked for any sign of an employee, but at this point we decided that if this was any indication of the service wed receive, wed be better off going elsewhere.As we were deciding where to eat a woman began her wait at the hostess station. It was 6:32 at this point and a bartender and waitress did come out from a back room. The waitress began making her way to the hostess stand, made eye contact with the woman waiting, then yelled something to the cooks, and walked away. Legend has it, that poor woman is still waiting by the hostess stand to be seated...Its a nice area around the hotel with plenty of great dining options it turned out, so we were able to find a great meal within 5 minutes of the hotel.Overall, I would have to say that we will not be back to this location.
My husband is a HH rewards member and he loves staying at Embassy suites. We have stayed in several different ones in the US for the great service. I chose this one based on Embassy Suites track record.Sadly this one does not live up to the expectation and track record. We were barely greeted ( both employees on their phones) when we arrived. The managers reception had ended at 6:30 on a Sunday night ( our experience is 7:00 or 7:30). We lacked soap ( bar soap) and several other amenities in our room. Called to front desk and told there was no soap at all, except shower / body gel. Had to go and get plastic liners from front desk for ice. Bathroom looked worn with missing/ brown caulk. Pillows were mini-sized?Breakfast the next morning began with a miserable looking person preparing omelets, there were no plates only Styrofoam??? receptacles and plastic ware. No fruit, no fresh coffee, no pastries, it was awful, as was the runny omelet.Our next stop in Pittsburgh we stayed at a Drury, and they blew Embassy suites away!!
When we arrived yesterday the front desk person did not greet me with anything other than can I have your last name she said. When I had to go to the front desk this morning to ask how to turn on the shower, without looking up from texting on his phone he said pull out and up and back to texting. When we returned this evening the room had not been cleaned. I was told its written in Hiltons policy that due to COVID we had to request the room to be cleaned. The tube had not been cleaned properly to begin with. The room was dirty and the head boards had not been cleaned recently. No real milk or cream for coffee. The woman at the made-to-order was the only direct contact who took pride in her job.
Hotel staff, mainly Ms Jackie, who cooks wonderful made to order omelets, were very friendly & attentive....but the guests, at all of the Embassy suites, are overwhelming. I know these are kid friendly hotels..but the kids always take over & it can be quite annoying! Its mainly the parental supervision of the children from their own families.or lack there of ...but stricter rules need to be enforced, so more families can enjoy their stay!!
Positive: Lovation Negative: The cleanliness was poor. It seemed like the room was rush cleaned between guests. Sheets were not sanitized or fresh, the room was not vacuumed and the bathroom was not cleaned well. Disappointing and very high price for poor guest experience.
Positive: beautiful interior space, pool and exercise room with the restaurant. Negative: the suite seem quite out dated furniture, carpet and dim. Bathtub seem to have ring that would not come out even after requesting it be recleaned. Children running thru out the complex and playing on the elevators all day long, paper thin walls ugh!!!
Positive: Staff very friendly Negative: Vents in room need cleaned out extremely dirty, baseboards need cleaned alot of dust and dirt overall up keep of room going downhill water damage to ceiling in bathroom. Embassy can do much better for the price. Alot of noise kids running around
The hotel rooms are in need of fixing. Walls are very thin and you can hear everything. The entire hotel needs an update. Restaurant was closed because it was Mother’s Day. Odd. Other, newer, hotels in the area that are in and around the same price that would be better.
If I could give negative I would! I stay in hotels every week. Went to managers special, took forever to get a drink. Ordered food from the menu, waited for over and hour and never got my food. Gentlemen sitting next to me ordered 5 minutes before me and got his food.When I question the staff about this, no one could answer why.
Positive: Location. Close to lots of restaurants Negative: Staff did not enforce quiet hours. Kids running all over the hotel past 11pm. Room was filthy. Found empty pop cans and bottle under the bed. Nightstand had sticky substance all over. Unable to change rooms due to being sold out.
The furniture in the room was very worn and looked run down. It was not at the level of a usual Embassy Suites. The mattresses were also not comfortable. Breakfast staff was friendly. The breakfast did not have as many options as other Embassy Suites I have stayed at. This is a below par Embassy Suites.
The breakfast people was nasty had very bad attitudes. They talked nasty in front of my child and I would not recommend no one stay here to get that experience I will not lie the room was ok just need a little updating but the people make the business and the people here are not to friendly.
Extremely filthy! The sheets were stained, huge digs and scuffs on furniture! The blow dryer was rusted and the iron didn’t work!! Dust everywhere!! Yes, I was given a different iron but eventually I had to ask to be switched to a different room! Very unpleasant stay.
The service was top stars... the facility is older, although, the wear and tear was easily overlooked attributed to the knowledgeable front desk and housekeeping staff... everything about breakfast during my entire 5 day stay was not to the standard of the Embassy brand that I have experienced over the past 10 to 15 years.
Poor customer service from the receptionist. Pool is always booked yet were told we only have an hour time limit to use it. Food is trash and I heard a staff member being yelled at for opening breakfast at the posted time and it wasnt opening for a half hour later with people waiting. Couches had holes in the cushions.
Best hotel Ive been to in my whole life and Ive been to a lot in different cities different locations even overseas in Africa. I believe that almost 90% of the staff or African American descent and every last person were friendly professional you made me feel as if Ive been knowing them for years.Great job every last one of you especially the cooks who made my breakfast special as I ate and went straight to sleep like a grown man should lol..Stay Blessed; Stay safe Yall
2 stars for the benefit of COVID and them being short staffed. Other than that an overall underwhelming stay with outdated and fairly disgusting decor. I also had a drainage problem in the shower, not pleasant. This place is in dire need of an update and a design in room that is half as nice as the atrium and gathering areas. The lighting fixtures were stained yellow, wallpaper was peeling, air return barely in place and rusted, and the chair had a lengthy tear in the fabric. The location is good, but other newer and more updated hotels have sprang up right next door. I’d skip this one.
Not deserving of any stars. WORST EXPERIENCE.I fully understand staffing issues due to Covid. That being said, we waited 20 minutes to check in. Attempted to make a hotel reservation at the pool and were laughed at and told its booked-do you want 8:00 a.m.?Our room did not have any towels. I asked at the front desk for some and was told they didnt have any and to call 0 from my room. I attempted to call the 0 from my room off and on for an hour-nobody ever answered the phone. Finally at 8:00 p.m., I went to TJ Maxx and bought towels so we could shower.Used pull out sofa, no sheets or blankets to be found for that.At 9:00 a.m., housekeeping knocked on our door, waking us up. Check out is at 11:00, none of our family appreciated the rude wake up call.For the breakfast, there were no plates or spoons. No real attempts to remedy the situation.WORST EXPERIENCE at a Hilton Brand hotel.
Hotel is beautiful and mostly clean but the customer service is THE WORST I’ve ever experienced. It was one thing after another and the staff was completely unhelpful and clearly didn’t care - some examples: broken shower that they said they’d fix “in a few hours” (I had to go to work), had to move room last minute before work and they didn’t help or care, they never switched the rooms in the computer and another guest literally opened the door later that day and walked in on me, room smells like smoke, phone in room didn’t work, went to gym all week at 7am and then it was locked Thursday morning and they wouldn’t let me in saying it doesn’t open until 8- just a few examples. The staff do not speak respectfully to guests and mostly seem like they just don’t care. Except the lady that makes the omelettes in the morning- she’s sweet!!! I wouldn’t stay here again.
Wish I could give zero. This place is a dump. Paid over $300 including tax for a suite. This is a $40 room.Stained walls and floors. Food caked on couch? Pullout bed had been used and sheets were dirty and mattress stained. Wallpaper taped back up with scotch tape?! Complete mess. Do not stay here.
This is from a stay in May, 2021.This hotel used to be one of our favorites. I wish I had read some of the other reviews before coming here. The hotel has really gone downhill. The armchair in our room had a split seam from top to bottom. What was once a luxurious leather couch is now something that looks like it was bought at Wal-Mart. They didnt even bother to move the standing lamp closer to disguise the difference in size.When you arrive at your room there is a seal on the door attesting to the fact the room has been cleaned using Lysol. You would think a deep cleaning would include vacuuming up the goldfish crackers that are visible under the couch. I shudder to think whats under there that we cant see.There are so many options for hotels in the Beachwood area that should suggest Embassy Suites stay up with their competition. Like other recent reviewers, they have lost a loyal customer as we will never be back.
Overall stay was great, customer service could have been better as I encountered several employees with poor attitudes for simply being asked basic questions about the hotel and/or area. I stayed a week and spoke with staff during various times of the day and it was overall the way most of the staff were. The breakfast staff were great and helpful for the most part
Hotel was nice but unfortunately I could hear everything going on in the lobby from the 4th floor. Idk if the walls are thin as heck or it’s the echoing, but you can literally hear everything and everyone that comes in. It’s now 11pm and it sounds like a party down there. If there are a lot of ppl it would be nice for front desk to tell guests to go in there rooms and not hangout in the lobby being as though it’s very loud and echos
Not happy at all! First, when we got into room, its old and wasnt the cleanest room. Carpet could have used a vacuum or two. The shower head was broken... had to hold in order to move it. Then we noticed plastic on the fire alarms. Mentioned it to front desk and they said probably because previous guest were smoking in a non smoking room. Neither of the phones in the suite worked, I had to call from my cell to call front desk. Wife and I woke up in morning to get breakfast to being denied breakfast clear before the breakfast end time was stated. We were in line to get omelet and was told the cook (dining manager) was not taking anymore orders....this was at 9:05 a.m.... breakfast ended at 9:30 a.m.... but mind you...they started breakfast late and we were told they would extend time. No apology...the dining manager wouldnt even acknowledge we were standing in line. Went immediately to front desk and was told we would be comped for issues. The front desk rep was very friendly and told us he was going to comp for issues with room and no breakfast being served... and he did. Demetrius (FOM) was very professional and made my wife and I feel welcomed. However, very disappointed in Embassy Suites rooms and some of their service... and if this is how Hilton brands are.... will not stay ever again! Thanks Demetrius (FOM)... wish the other staff followed your lead and professional demeanor.
THE WORST #neverhilton-dirty rooms--food all over bedroom floor, bathroom not cleaned-old/worn - holes in furniture, stains all over floor-no maintenance or upkeep-- elevator broke while on it, phone inoperable, outlets non-working (only 1 worked out of 3 double socket outlets)--door lock inoperable 2xs-2 different rooms-Extremely poor management and judgment - 2nd time door lock was inoperable, all belongings and meds were in room. Management refused to allow us to pay a locksmith to open the door, they would not pay a locksmith and they refused to call in their maintenance because it was 8pm and thus after hours. So form 8pm - 8:30 am no access to personal belongings or medications!! Managements response- If there is a medical emergency, let us know and we will call an ambulance!!!OMG #neverhilton
If your looking to party this is your hotel! If you’re traveling with family and want to leave your worries behind, Don’t choose this location! It’s like a movie every night it’s something from load kids running around in the hallways to adults under the influence that won’t control their kids . Security is a joke (if they still even have them onsite)
Everytime we came to Cleveland over the years this has been our go to location. Unfortunately this place has been the exact same through those years. The staff is always helpful the establishment needs updating, specifically in the rooms. The best part is their complimentary breakfast.
My husband and I was there to visit Cleveland for a Medical procedure. It did not end well and my husband ended up staying for a four more days 2 in ICU. The staff was wonderful in accommodating the extra days stay. The staff was just wonderful. But there was no Hot made to order breakfast, no evening receptions, no pool and no fitness center. These are all of the great things that I have grown to love about Embassy Suite. This is the day of Social Media, and these items should have been updated on the Hotels website. This will allow you to make a knowledgeable decision to stay at a particular hotel. This is the second Embassy Suite that I have visited in the last thirty days that has been run by a Management Company.
Checked in on a Thursday afternoon and stayed till noon on Sunday. Week day the lobby area was too warm. Overall look of the hotel is old...colors are not that welcoming, especially when you take into account that carpets probably needed to be switched out years ago. Smell of weed was always around especially in the elevators. My son in law and family had to report a fight next to their room on the 4th floor around midnight on Friday.
Positive: The location and staff are great. The size of the suite was excellent. Negative: I did not like having to go to the front desk for towels and toilet tissue.I have stayed at this hotel before and I did miss the breakfast in the morning and the managers reception in the evening, but I realize due to the pandemic things changed.
The hotel looks like it was updated somewhat. For a king suite, we were expecting more. We only had 2 towels, the floors were stained, the sheets were stained. The ladies of the hotel staff were kind and courteous as well as professional. The man managing the pool as well as the man at desk were not so much. They gave off the impression they really didn’t like their jobs. The breakfast staff was amazing. My family enjoyed the pool. Beds were mediocre, the rooms themselves could use some deep cleaning and updating. We are aware that due to Covid there are less staff but for a hotel there should be more.
This hotel is really horrible. The lobby looks nice but it is deceiving. The rooms are dirty. The toilet seat was yellow. The bathroom has water damage on the ceiling with paint falling off. The refrigerator is dirty. The chair in the room has a big rip. The tub looks filthy with mold growing. It’s really disgusting. I don’t feel safe staying here at all. I would give zero stars if that was an option.
As always the lobby is gorgeous however the room is dirty and outdated for the price. Rooms on 3rd floor needs to be remodeled quickly. Then add in the fact there are no amenities that are advertised. This place is so not worth the price. Staff was friendly and accommodating. The couch is frayed. There is hair in the bathtub and on toilet seat. Ive stayed here before in the past and enjoyed my stay no complaints. I WILL not stay here ever again. I didnt even mention some white person called the cops on me & my daughter who were just sitting in the car. Thank GOD they were really nice and left us alone after talking with us. I gave a 2 star only because staff was gracious.
This was my least favorite stay at an embassy suites. The girl at the desk was friendly but NEVER acknowledged that I was a HH member or Gold tier. She ran my card without checking ID... No extra blanket in the room for the sofa. We had to call down.... Usually its in the closet. Breakfast was much smaller options than any other Ive stayed at. But it was clean and has a lovely center Court
Staff was friendly and accommodating at check in, check out, and breakfast. Beds were very comfy. Room was ok, could use some tlc in bathroom, carpet was coming up in some spots, and wallpaper/paint was coming off in multiple spots. Other than cosmetics, we enjoyed our quick stay and would definitely return if we are in the area again
Negative Stars. The worst on so many levels. The most egregious was not allowing access to personal belongings in the room. At 8p after a funeral service for one parent and learning the other passed shortly after the service, retiring to the room seemed the right thing to do. We could not enter the room (this was already the 2nd room due to failure of the Hiltons card key locks). Again, the staff tried valiantly but could not open the door. They would not call their mechanical engineer to come in and open because it was not their procedure. He would be in in the am. They would not authorize us or police to break in, they would not authorize a locksmith to open even at our expense. When told about necessary medications, the desk manager said he would call an ambulance if necesssary!!! After 12 hours, around 7a the next morning the mechanic engineer removed the door lock mechanism!!Got stuck in bouncing elevator, it was then shut down completely. We had multiple rooms, several were not vacuumed and bathrooms had not been cleaned (I mean, not cleaned for some time). One room had big tear in seating and holes punched through ottoman. Carpets were extremely old and nasty, paint pering, wall paper peeling.....Just sooooo wrong. Listed as a 4.5 Hilton and definitely not the least expensive hotel in the area. Never ever Hilton again
This hotel stay was not good. Over charged for stay (different than online reservation amount). No amenities were available( no pool, bar, restaurant). Lobby ac was off. Bedding unavailable due to no one there to wash it. 1 of my rooms smelled of stale smoke. This hotel is very outdated with its decor.
Positive: The lobby was beautiful. The staff were very nice and helpful. Negative: Room was dirty. There was a used bar of soap in the tub. One of the drawers were broken. Napkins in the microwave. No hot breakfast or pool available like the description said. That¿s why we picked the hotel because we had two kids with us.
I stayed at embassy suites Saturday march 19th, 2022 the room was very outdated I found trash behind the couch and I also woke up Sunday morning with bites on my left leg which were not there Saturday before check in I’ve never had a bad experience there but I also haven’t been in a few years but after this I won’t be back
If I could sum up my stay in one word, it would have to be EWW.This place gives the Hilton brand a very bad name. It was clear as soon as we entered the room that our definition of clean and theirs are not in the same dictionary. The TV remote had a paper sleeve stating it had been disinfected. Ok, great. What wasn’t great was when said paper sleeve was removed and the remnants of previous guests’ nacho cheese chips were surrounding the buttons.There was food from the previous guest left in the freezer.The phone near the bed clearly had not been used or cleaned in at least 5 years.There was lipstick and makeup all over the bathroom wall and door.The sink in the bathroom was cracked and the ceiling around the bathroom exhaust fan had a very poor patch job.There was also a nice layer of dust on the intake in the hallway.My personal favorite though was the dark curly hairs we found not only on the bed but in the bathtub. There was also long hair all over the wall in the shower.The customer service? Also horrible. We got off of the elevator, and the cleaning cart was there waiting to get on. She could have moved but chose to give us an early morning obstacle course to navigate through instead. How thoughtful.If that doesn’t make you want to stay in this wonderful establishment, I don’t know what will!Never again will I stay in this dump.
Positive: The staff was personable and friendly Negative: My hotel room had black mold on the ceiling. Entry door did not close without force. Both dangerous. Embassy Suites replaced hot meals with grab & go items not the same as breakfast available. Overall bad experience.
This place is remarkably dirty. Crumbs everywhere, you’re feet are stained dark after walking around. I considered asking for another room but my friend also had the same complaints about cleanliness. I read other recent reviews and they all say it’s dirty. There also seems to be some water problems, as the ceiling in my room was crumbling and there were multiple areas where you could see there was some kind of leak. I only stayed one night, I’m definitely leaving my bag in my car to bake off any potential bugs that hitched a ride home. Also they have an extra sink in the bedroom randomly placed and no full length mirrors so who the hell knows what they look like walking out.
I’ve been a Hilton Honors member for many years. We have stayed at Embassy Suites around the country. This is the absolute worst experience we have ever had at a Hilton property. Many things contributed to this experience but none more than the rude front desk staff. I’m guessing the most recent and easy excuse for poor staff is COVID staffing issues. I should’ve read recent reviews prior to booking. That’s my fault. Don’t make the same mistake we did. Stay away from this Hilton property.
I don’t recommend this hotel AT ALL! When we arrived the lobby looked nice and the front was welcoming. However, when we went to our suite with our children that’s when everything changed. I stayed at a lot of Hilton hotels and this one was the worse. I didn’t bother to look at the reviews because when you say EMBASSY you think you’re going to be at a clean hotel.The main problem was the crumbs and hairs…. seem like no one likes to vacuum even the hall was filled with dirt. We talked with a manager the next day and she didn’t have any larger rooms available. However, she promised to send her executive housekeeper to clean our room and make it right. So we left for the day came back and it looked like someone just made our beds still saw the dirt everywhere. Also, a big spot on the sheet looked old and dirty.I end up putting it outside the door. So we saw a housekeeper and asked to borrow the vacuum and did our entire room. We lift the beds there were crumbs, dirt, a small toy, and a little girls headband was under the bed. If you go to this hotel you might as well bring cleaning supplies with you. (Went out and got Lysol to do a wipe down everywhere.... cushion of the couch had old food stuck on it-I scrubbed off)Not sure if this place is short staff…but I would’ve rather waited a little longer for my room to be clean than to go into a dirty room. Also, we picked this hotel because of the pool too and the pool was closed for renovation. Breakfast is also served in foam to go (cinnamon buns and muffins in a plastic bag and a side of yogurt or fruit)How am I suppose to leave a tip if Im my own housekeeper?
Paid $210 for the room for a Tuesday night. A little pricey. Then once we are in room find out that 1. Pool closed for renovations 2. Fitness center closed for renovations 3. In house restaurant closed for covid 4. Ice machine out of order 5. Bathroom had sewer gas coming from bath drain, we had to let water drip all night to keep trap full which kept gas away. Once water was not running in trap gas would come back. Internet needs to let people know that all these nice amenities that you are paying for are NOT even available. Room was large and comfortable though.
My previous review was a from a few years prior. The service has changed drastically. The furniture In my rooms were dingy and torn. The front desk staff were not courteous.I havent stayed at this location yet, but I will be staying here this summer during our family reunion. The staff were all very friendly. From the manager, to the front desk clerk, to the restaurant staff. The manager saw to it that we had a personal tour of the facility. It was very clean and very well lit. The guests were all smiles while socializing in the common areas. The rooms were good sizes and clean. The hotel offers many amenities. There is a lot to do in the area. There are various dine-in and fast food restaurants. There are two shopping centers. The hotel is right off of the freeway. It is one exit away from Beachwood mall. As well as one exit away from Harvard park shopping center and the future home of Pinecrest mall and Ahuja University Hospital. The area is very prolific.
Only reason for the 4 star is Covid and Staffing. Bar/rest. was not open, Pool was not open and fitness room was not open. Staff that was there was very very nice and helpful. Met a manager there and he was very very nice and helpful. middle age White male. Great guy. I will be back in October around the 4th. I hope the stay was as good as it was when I was there for the 2 weeks in August.
This was one of the worst hotel experiences Ive ever had. Ive stayed in embassy suites throughout ohio and besides the staff its the worst Ive experienced. We reserved a room for our anniversary for 2 days and 2 nights, but I wish I wouldve stayed home. We were over charged for stay (different than online reservation amount). Amenities were limited (the pool was open but the water was freezing, the bar and restaurant were closed without notice until check-in). The Bedroom phone didnt work. The bathroom and bedroom ceiling walls were peeling. The bedroom electrical sockets were loose as we had to charge our phones in the other room. Beyond disappointed money wasted for my anniversary will have to book again somewhere else to make up for this disaster.
The hotel is DIRTY, the staff is RUDE. No one smiled or even said hello when I checked in. I waited while one employee talked on the phone and another ignored me and then disappeared into an office. Finally, when she finished her call she told me there were no amenities due to COVID. She never even said welcome to the hotel or thank you for being a Diamond member. Just handed me my keys. I had called and requested adjoining rooms for the family and I asked her to confirm this before I left. She told me the hotel doesnt offer connecting rooms (I told her they do) and she said she doesnt check for that, so I would have to check and come back down if my rooms were not connected.My sheets on the pull out bed were dirty, stained from previous guests. (Seriously, stained and dirty sheets with hairs? GROSS!). I was told I had to change the sheets myself! The ice machines are all broken, with signs directing us to more broken machines. Finally we found a working machine on the 3rd floor (after going to 4 broken machines). The rooms are worn and dirty, with stained furniture. I found hairs in the sink, ripped wallpaper, patched holes, and and debris on the carpets. When I called to get clean sheets (by that point, I was at my limit), I was placed on hold for 10 minutes, I finally called back and was told, Maam, I need you to hold on and placed on hold again for another 5 minutes. This is not the excellence I have come to expect from Hilton. A huge disappointment for the entire family and my overnight getaway with the kids was ruined. I regret this choice for my daughter birthday so much.
Rude narcissistic bartender Carol served all African American with plastic cups and the Caucasian people glasses 😱 , Rude front desk African American lady with glasses on 03-20-2022 6:45pm sad that couldnt even be greeted🤔 thought I was the guest 👀 No pool- supposed to be opened in April🙏 that was the purpose of the trip 😠 No posted signs indicating changes at the front desk havent heard from the Corporate office yet 👀 Still havent received any rewards free night nothing Embassy needs adequate classes 🧐
As a Hilton Honor member. I was very displease of this hotel. The rooms smelled, bugs and nats where in the room. Carpet not cleaned. Request room to be cleaned by housekeeping with 24 hour notice and no one came to clean. There was a family reunion party there and kids were playing in the hallway and elevators. The worst experience I had since being a Hilton Honor Member for 10 years. This hotel need to be upgraded.
The hotel was clean however on the Hilton app it stated that the restaurant and bar were open, we purposely chose the hotel for this reason. We got there and it was closed. I selected the upgrade to get better accommodations with the bar and the room. I did not get the upgrade. I chose the digital check in with the digital check. Despite the fact the key says it will unlock the exterior doors it did not, the hotel was full so we had to park around the back of the hotel the digital key did not and we had to walk around in the rain. the hotel elevator floor indicator was broken so floors were not lit up.
We enjoyed our stay with a few ups and downs but everyone has their opinion of hotels. Our fridge in our king suite had a huge block of ice at the top in the inside and the door wouldnt close and we called and mention it to the front desk and within about 25 minutes maintenance brought a new fridge up to our room, we only had one trash can which wasnt to bad of a issue we set our trash out in front of our door and they came and got it. Breakfast was boxed which was kinda bummed but thats alright. Had a nice stand up shower and everything was cleaned and we did wipe down but thats just me. And we had our kids and they loved it. Even though the pool was closed for remolding but they loved going down and picking up the breakfast. I see alot of bad reviews about this hotel but honestly we had a couple minor things and it really wasnt that bad.And we are Hilton honors members.
These hotel rooms have not had a good renovation since the 90’s Is what it looks like. Yes the 1990’s. The lobby has been updated probably to photograph and put on their booking sites. All the work done to the rooms since then has been shotty at best. Water damage hidden by plaster and wall paper, everywhere. None of the amenities are open!!!! No happy hour. No pool. No fitness. Not to mention 4 days ago someone was shot and killed in the parking lot. 2 nights ago someone was evicted at 11pm. Which lead to a bunch of yelling and swearing going on in the parking lot. Thank god my kids were already asleep. A bunch of people living here full time. I wouldn’t recommend to anyone. This embassy suites is an embarrassment to the embassy suites name. Plenty of better hotels in the area, pass by this business park disaster.
Absolutely disgusted with this property. The guy at the front desk could not apply my HH number. I am Diamond. The carpet in the rooms is disgusting - dirty, stained, torn, etc. I am not asking for the Waldorf, but please something better than a Days Inn. The furniture in this place isn’t much better. I have stayed many nights in pre-remodel Hampton Inns that are 10x nicer and with more competent staff. Then the icing on the cake is that I just went down to the bar after a long trip here and the grouchy bartender notified me that she called last call early tonight and is closed. This hotel is not deserving of the Hilton association. Unfortunately I am here for three nights. Oh, and you should see their “policy” for what you can and cannot bring into the hotel, how many people can be in your room even if it is family in the next room. I literally have never seen such a mess.
STOP! it is not worth $130 + per night! Hilton needs to intervene! For the price, the place is not only outdated but terribly understaffed. The rooms are not very clean, we can see finger marks on the headboard of the bed. I have seen better Motel 6 rooms. There is water damage on part of the ceiling of our room.Even the entry glass doors are full of handmarks, that shouldve been enough of a warning for us.The floor was dirty... The WIFI is ridiculously slow.The man at the front desk was polite that is why I even give it one star. We feel disappointed and robbed. This is the worse Embassy Suites Ive ever been to.
The staff was very nice but the place was dirty. Dark curly hair on the bathroom floor, layers of filth on the vent, dirt in the drawers, sticky counters, the cold water in the shower was hot and vice versa, and the worst part....the light switch shocked us. I expect this when I stay at a place for $65, but not an upper end hotel like Embassy Suites. Also, there is nothing open....not the pool or the bar and grill or the breakfast area. It was not th get-a-way I was hoping to experience.
Hotel definitely needs a facelift, this experience gave me more of a motel feel. We were told we would have complimentary breakfast, swimming pool, bar and none of these things were available to us. The furniture was ripped and stained. The walls had multiple stains and piled off paint. The WiFi did not work. We got switched to another room and that room was worse than our original room. I will say their customer service was great, but the hotel it’s self was horrible. Definitely needs a upgrade.
There was a dirty butter knife in the sink. Sheets were dirty. Nothing was opened not even the pool like it said it was on the website. Coffee pot in the room disnt even work. They said it would be queen beds on the website & they were only double beds. The room wasnt as clean as I would have liked it to have been. None of the restaurants or bars were open in the building. I wasnt very happy at all & only stayed one night & went somewhere else.
Positive: Hotel amenities Negative: Room was paid in full in advance for 5 day stay. Room was taken away because I was lest than an hour late checking in. Then was given a handicap room¿and fire alarm was covered with plastic and phones did not work in room. I have photos to show
Its a beautiful hotel inside very spacious Lobby/common area, the glass elevators are kind of a fun touch, and being all open as you walk in the halls able to see the ground floor area was cool, unless your afraid if heights. The room was decent had everything I suppose you would need however I felt it was small and just didnt feel open to me, maybe because the window area was in the bedroom instead of the tv/sitting area...I would stay here, until I choked on the price ....however all in all I would recommend this place ...very nice!
As someone who loves being a Hilton Honors member and frequently trusts the Embassy Suites for events, it was very disappointing to stay at this establishment. It was even more shocking that it is in the Hilton family chain. The initial upset over the outdated appearance was small on the scale as the toilet seat was not secure, there was chipped paint on the toilet and throughout the room. There ceiling in the shower looked like it was about to cave in at any moment. OAside from appearance, the way the hotel was being run was just flabbergasting. We were there four days and unable to get housekeeping. For all towels and linens and even trash bags were asked to come down to the desk and obtain them ourselves. I called down to the front desk to see if someone could remove the trash day 2 and was told to place them outside the door. After fours hours, I returned to the room and the trash was still there. I called the front desk who told me that housekeeping had left for the door and would get it in the morning. It was almost 10oclock and I had to call and ask for the trash/linens sitting in the hallway to be taken again. Staff did not do anything to assist with noise complaints for guest running around at 2am or complaints about guest smoking weird on the premises. Overall just beyond disappointed and would never stay at the facility again.
Hotel not as advertised on website. 3rd floor room was not thoroughly cleaned as I saw dirt in the tub drain, fridge had crusty sticky food debris in handle, sticky bathroom floor, could see hand marks and grease on the king headboard, chipped paint in the tub. Disappointed to say the least. For the price you pay and the expectation of an embassy suites room it’s not what you expect. Only passing through thankfully so won’t be staying again.
This was another instance of a highly overpriced hotel that doesnt invest in its property. This property used to be a very good stay, but if the room i was in was any indication then this property has gone down badly.1. The room had a seal on it to indicate that it had been cleaned and sanitized. If it had been cleaned it was not thoroughly done. The bathroom had several stains apparent on the tub. There were stains on the bed skirt of one of the beds.2. The room was filled with signs of obvious wear from the full one foot peeling of paint on the bathroom door to the missing knobs on multiple access panels to the peeling wallpaper, to the large and obvious scratches, dents and gouges in the furnishings and frayed threading in the furniture. One of the curtains wasnt hung seamlessly. They clearly dont care anymore.3. In passing, the lobby and egress areas seemed to be well maintained and fairly attractive.4. The suite/studio apartment type design of these rooms have historically been a strong draw for me but their clear lack of care for this once storied brand is off-putting now. Dont keep charging high rates for a rundown property.5. Im rating 3 stars because the service of Demetrius at the front desk was high level. He was congenial, courteous and caring. He helped to make my time spent in town very enjoyable with my kiddos.6. I personally would NOT recommend this property to anyone.
Room was VERY old and small. Wallpaper tearing off wall, water stain in the ceiling, window treatments torn at the bottom. Lightbulb hanging out of lamp socket and outlets on lamp do not work. There are no outlets on the night table that can be used. The bathroom outlet works. The coffee pot outlet works. Thats all. The bathroom door is difficult to close and is very dirty. Not worth 1 star.
This place doesnt deserve the one star given. The room was nasty, refrigerator was just filled with old food. Its seem that housekeeping just made the bed, leaving the room in same shape that the previous guests left it. Front desk need training in customer service skills.
The hotel is run down and had a funky smell. Room had paint peeling this property definitely has seen better days. I am a hilton honors diamond member and stay in a lot of rooms during the year at hilton properties. This property needs some paint and carpet along with some love and attention tin.
Ive been here 2 weeks and booked for another week so I have had plenty of time to find out about this place. Id 100% recommend a stay here and will book here every time Im in town. The staff get an A++. The weekends do get a lot of families and the past two weekends have had youth hockey teams here so its been very noisy but its normally quite by 9pm. You cant beat the breakfast and the rooms are very roomy. My only complaint on the staff is housekeeping, there is no consistency, one day they clean it so good, the next they dont. The other staff have been exceptional, and very accommodating and very helpful. I cant say enough good things about the front desk staff and the weekend breakfast team. The hotel itself is clean and it offers a laundry room. I will disagree with the woman who made the race statement, having been here awhile, Ive witnessed 1st hand that the hotel does not discriminate. Its sad everything has to go to the race card.
We were on a 4000 mile road trip and did not think we had to worry about an Embassy suites stay. We walked in.....there was one gentleman on the right and a lady checking someone in. We were not greeted at all.Water was turned off. Pool and hot tub were closed due to covid. We did swim and had to make reservations at other hotels on our trip. This worked perfectly as we had the entire pool to ourselves. Turns out pool was not closed due to covid....but closed to major leaks. HmmmmSo......noticed hotel was not busy. BIG RED FLAG......Hotel had a musty smell. Usually, it smells clean. So....we get in hotel....couch is ripped and my son had a horrible night sleep due to coils in back. Bathroom was scary as it had mold on wall and toilet seat broke and shower curtain was dirty as well as tub. Before we left, I discovered someones grapes under bed and skittles. They were not ours.I shopped a little and called the Embassy Suites several miles away. Their pool was open and they also had a hot breakfast. Hmmmmmm Attempted to have breakfast....Bagels were so hard and disgusting.....and did not want to chance eating the hard boiled eggs...We were told the Coffee Machine was over there somewhere....UM ok....Also, no evening reception....but other hotels had it. REALLY?I decided to talk to manager in the a.m. I believe his name is Mike. He is a nice guy and said hotel is 30 yrs old and has been doing renovations. He apologized and said he needs to address items with housekeeping. I would at least be transparent and let patrons know why the pool is closed....NOT because of COVID. I also might recommend greeting folks as they walk in and say I will be right with you...instead of totally ignoring....which is what happened.He did adjust our bill. I def will not be back....I DO NOT recommend staying here...until they get hotel renovated.
This is the 4th time Ive stayed here in the last 5 years. It used to be an amazing place that was super family friendly. Now its apparent that its going downhill. When we checked it there was a sign prohibiting parties of any kind and another mentioning capacity limits on rooms. I didnt think much of it as it made sense in covid times. Boy was I wrong. The smell of green tobacco (illegal stuff) wafted through the halls and there were parties on multiple floors. The cops were there on Saturday and a private security guard was running out groups of 20 somethings. Large groups were at check in so I knew they were somewhat aware. We smelled the green stuff on the elevator and in the lobby. I used to love this place but no way I can possibly recommend it now. The covid breakfast was a sad box with a muffin and fruit cup and a bottle of water. No snacks in the premium room (that were supposed to be there) furniture is great and decorations are nice but paint and doors and fixtures are getting old, so it looks worn around the edges. After this visit we will not be returning again
Positive: Location Negative: None of the amenities were available. The hotel is known for hot breakfast i got a unsliced bagel in a box. My room was dirty with chips and pizza crust from previous guest. The icing on the cake was there was a wig/hair peice on my floor.
Overall I simply like the Embassy Suites concept. Demetrius at the front desk was excellent. The problem is that my room was not thoroughly cleaned. The couch had spots on it that I wiped with a rag to remove. There were food crumbs under the couch and the foot rest. This was especially disturbing considering the pandemic and the fact that they advertised the rooms are empty for two days before being used again. So then that brought me to the fact that the couch spots and the crumbs were sitting there for days.
Our stay this time at the Embassy was nice. It could have been better. Its funny Ive stay here plenty of times and their very particular about the noise level. Weve had children with us plenty of times and they would be making noise and of course they would knock on the door and tell us to keep it down or tell us the kids have to come inside the room and keep it down. One time I stayed before we were on the third floor and it was real noisy outside our door. I looked out and there were like 3 white children racing through the hallway I just shut the door. Upon arriving yesterday it was about 13 white children and they were extremely loud, play fighting, running and doing flips off the stairs. It went on for about an hour and a half. No one told them to be quiet or they would have to leave. I find this very disturbing. Whats good for some should be good for all. Im just saying there is a very big difference when it comes to color. Sad!
Likely the worst Hilton property we have ever stayed at. I travel frequently for work, recently having stayed at a different Embassy property. This is not a good representation of the quality I expect of a Hilton property. Rooms are dark, dingy, outdated and dirty. At one point, thankfully on our last day, we found ants in the bathroom. Completely understand changes to hotel stays due to COVID; but this hotel has been neglected. Do not recommend. The only good part was most of the hotel staff was friendly. Definitely read the other more recent (poor) reviews and heed the warnings.
My visit was for business. My room was very clean, the entire hotel was very clean. The hotel staff was extremely courteous, tending to every one and their needs. The food was well prepared, dining was excellent and the extended hours of service fit well in my schedule.The happy hours in the evening was a great way to wind down after a busy day.
By far the worst in terms customer satisfaction and family friendliness. Hotel security finds enjoyment in harassing families. You could not walk out of the room without some type of harassment by the security guard. Housekeeping services and the breakfast staff were outstanding. I am a Hilton Honors member and have never felt so dissatisfied in a hotel before. We have 14 families traveling in our group and will never return to this property again.
Asked 24 hrs in advance house keeping and it was not performed, Reported a leaking problem in my room and only received a How to pronounce CEILING correctly instead of having my problem solved. I returned back at night and first shift NEVER fill out my report, so I had to AGAIN report the leaking problem, I was requested to take all my belongings with me before they gave me a new key/room!!!, and I had ZERO assistance on moving my belongings!!!
Dated but nice and clean. Ive stayed here 3 or 4 times over the last 6 months, and the rooms have been very clean and quiet with nice beds and pillows. I dont always get a chance to enjoy the Managers Reception (happy hour), but when I do, I make up for the times I missed ; )
Its a nice place. The majority is of the staff I interacted with were nice. The service they offer, picking up breakfast plates from rooms for example, is a nice touch. However, the prices for any item is a little extreme. A slice of cake is about 7-8 dollars and you need to go to the office to have WiFi, from the hotel, in your room. Overall, its a cool looking place, but kinda overpriced.
We found a used pair of womans panties in our room. The pool and hot tub were closed, not for COVID, but for repairs. The repairs couldnt have been completed during COVID? After a stressful year, we wanted a weekend getaway and were looking forward to relaxing by the pool. Overall, this wasnt the Embassy Suites experience I have come to expect. Im a long time Hilton Honors member and they let me down this time.
The room was decent , but when you have come to equate the embassy suites brand with luxury and comfort, you expect a little more than decent. We were sadly disappointed with our visit.We knew there would be no amenities due to the virus, however things like working A/C ,clean tubs ,toilets and non sticky doors aren’t really amenities when you are paying over 100$ a night. A/C may not seem like a big deal during the fall in Cleveland , however the weed smoke from MULTIPLE hotel parties caused extremely stuffy rooms and the windows do not open. There were black fingerprints all over the walls in every room, months worth of dust in the corners. This isn’t a one shift issue, in fact the staff during our stay was the only reason we gave 2 stars . The devil is in the details and several months of neglect to all of these little things has caused our disappointment in the brand. Tiny things like having cold water available in the grab and go breakfast bags would have gone a long way. I am not sure how often the shower walls are scrubbed down or the shower curtains are washed but it is clearly not often enough.We found socks from who knows when in the pull out couch.it is safe to say that this hotel is suffering from neglect and attention to details.The super friendly so check in staff can only help so much.
This hotel is in desperate need of an overhaul. I would have expected an outdated, dirty feel from a low budget place, not an Embassy. And you can’t even get a cup of coffee. Why? Because people will be touching the coffee pot; the same people that touch the door, and the pen to sign your credit payment. I’ll never make this mistake again.
The staff here are fabulous! Demetrius at the front desk was very accommodating to switch my room when I accidentally chose on near the highway. Teresa at breakfast went above and beyond daily to assist with my requests and Val makes an amazing omelette. The room was clean and had everything I needed to make travel for work feel more like home. Definitely will book again when in the area.
I was here for a few hours for an event. The lobby is nice. I saw a couple of places to buy food. The rooms were decent size. I think anyone would be comfortable here. The staff I did encounter were friendly. The lounging area was nice and those big chairs were great to sit in. Overall, decent place.
What a depressing place. At check in was told everything is closed. Special signup sheet to get into the exercise room, but pool, restaurant, breakfast, evening reception, housekeeping, all cancelled.Room was so-so clean. Water in the bathtub. Tired furnishings. Paper cups, no glassware or even plastic. 1/4 of a roll of toilet paper, no refill.I have been staying at various Embassy Suites since the virus, and every one has offered better amenities than this location, including Columbus, so its not an Ohio thing. Its like management here has just given up on offering hospitality.
The hotel and room was nice! The staff was friendly and courteous! As a Hilton honors member they had a little goodie bag waiting for me and I loved that because I even though I been a Hilton honors member no one ever gave me a goodie bad. So I was very impressed! The breakfast was amazing as always at the Embassy!
Great food... decent service.Our room smelled like stale smoke, the mirror hadnt been cleaned in months and the shower curtain had mold on it. These are the reasons why I couldnt give the hotel a five star rating. Based on the good, is why i gave this post a three star rating
Excellent experience! The restaurant staff were outstanding and I was impressed that with everyone they had come through they remembered my drink order. The food was delicious and was very filling. The little touches the housekeeping staff made by tucking in my stuffed animals made my whole day after being in a stressful learning environment. Thank you to ALL I interacted with during my stay! You Certainly have customer service as a priority!!
The hotel common area is beautiful. The room was comfortable and very well kept. The housekeeping staff and front desk staff was professional and very helpful. The restaurants food and drinks are delicious; try the steak and sangria. I would absolutely stay there again.
Lobby looks nice and the staff was friendly. Thats about all the positives I can think to list. In the room, the furnishings are extremely worn and some had splintered wood. Tiles in the bathroom are stained. Stains on the carpet. For the area and price... Extremely disappointed!
Positive: the room was ok Negative: I called the hotel before I booked the room they told me they had free hot breakfast and the hot tub was available all of that was false I was very disappointed about that if I knew they didnt have that I wouldnt have booked it. it was to much money
Went here on a family trip this past weekend. First issue to occur was during happy hour. Our family has a lot of kids and in the common area we could only have their provided drinks, no plastic bottles of our own. I didn’t like the kid drink options, which were orange juice and cranberry juice or water. But while being told we could not let our kids have their drinks that we brought the manager was beyond rude in telling us the rules, which were not posted or told to us prior to letting us know. Second issue was check out. Went I arrived at the front desk, there were three people in front of me, then me. A woman came up behind me to stand in line and the person behind the desk came to the woman behind me and checked them out. Then a man came up behind me and again, the person behind the desk came and checked him out. Then another person came up and asked if he could check out, the woman behind the desk was so happy to help him. I then handed my key cards to her and left. I’ve never had such terrible service at a hotel. Will not be staying at any of these hotels again.
Very nice and clean place. The only complaints I have are the pool. Its october and it was freezing. And when we were at the bistro, we ordered off the kids menu and it was a ton of food. The cheese on the burger wasnt melted and it was pink. I told them I didnt want it and they took it off my bill.
Nice place but housekeeping didnt come one of the days even when we called to ask them to please come. We ran out of clean towels also. The pool area was nice but no supervision at all. There were small children jumping in and out of the jacuzzi so no adult could enjoy themselves plus it was dangerous for the children. Breakfast was well done but no pancakes on the weekend.
Clean and comfy rooms. The staff was very friendly and helpful. The breakfast was nothing to brag about but its still convenient. The only way to get to the upper levels was by elevator which kinda took a while. The only stairs were emergency and when your only on the 2nd floor stairs would be nice.
Its a nice hotel with lots of cool scenery inside like plants and fountains. The staff are very helpful and breakfast here is better than any other hotel Ive been to. The pool is indoors which was a bit of a bummer. Theres a laundromat inside which is very helpful. Next to all of the good we did have some confusion with our room. We thought there would be a kitchenette and there was not.
Hotel is gorgeous! Room was ( is ) extremely nice, bed is beyond comfortable! - best sleep Ive had in a LONG time. All of the staff I came in contact with was great. Especially the gentleman, named Jeff ( longer hair)who worked the night of the 22nd, and 23rd ( our stay here ) , and answered the phone when calling down to the front desk. Seems like a great asset to this hotels team. Called down on Friday night to ask about how the snack track worked ( we had a deluxe king suite ? ) .. he asked what we would like, and brought it up to our room on the 4th floor in less than 2 minutes ! .. just went back down to refill our snack tray, ask for toilet paper, and to see if they had an extra blanket. Had a smile on his face the whole time, while helping with everything I asked for, and made sure we had everything we needed. He deserves employee of the month, a bonus , or some type of recognition. Breakfast was delicious also, and the free drinks / snacks from 5:30-7:30 was also an awesome bonus ( even though I only had 1 drink the first night.. still a nice touch. ) Having a welcome letter personally signed by the General manager, Mike Hyde made us feel extra welcomed as well . No complaints for either night. Would highly recommend .
Disgusting. The room was clean the shower was broken, the AC was broken, the door lock was broken, paint was peeling from the wall, and there was a blood stain on the side of the mattress. After an argument with the front desk who first informed me that there was nothing to be done I dont have any way to help you we were eventually moved to a new room. It was ok if you ignore the fact that the extra clean and disinfected room had sticky furniture (multiple items) and a still wet cup ring on the desk.
1. STAFF - Simply wonderful, every single person we met. Every staff member we saw greeted us as we walked by. The staff is what we will remember most.2. BREAKFAST - Complementary and excellent. There’s an omelette bar where you order order what you want and they make it right there in front of you. There’s an extensive buffet with hot food, a cereal bar, pastries, juices, and three coffee choices.3. PROPERTY/ROOM - Attractive property, clean and well maintained. Ditto for the room. Our room had a sitting room and a separate bedroom. There was a separate vanity with sink and mirror in the bedroom, which my wife absolutely loved.
Stayed there back in October of 2015, wonderful 1 bed rooms, had a small apartment feel. Really nice. The cook to order breakfast was great. Overall environment of the hotel was great. Id stay here again. Only odd part was the elevator, seemed pretty old and worn, but I can look past it.
At breakfast there were only a couple plates left. No cups for orange juice. Bacon was cold. Lots of dirty plates and spoons.Our room had lots of damage from water. Part of the wall paper was coming off.The managers reception was great. The man who made our drinks was amazing. He remembered what we got when we went up the second time, even though it was very full.
Positive: The staff was friendly and knowledgeable Negative: Paint was worn, door handle was broken, in room phone didn¿t work, something was splashed on bedroom closet door, fridge was warm and leaking at arrival it was not what I expected could¿ve went to a motel with the way things were would never go back
We had a room on the second floor over looking the breakfast area. The complimentary cook to order breakfast was awesome. The pool is suffice but seems cloudy. In general the hotel is unique in the way its set up and clean. TV is great and the room sizes are large but long. King size bed with a queen size pull out was perfect for our family of five with a youngster under 7.
Beautiful hotel. The night of check-in ,The census was low so room service was unavailable because they closed early and even though we put a do not disturb sign on the door the next day....when we returned , house keeping had been in the room. They made the bed but didnt leave towels ???? The breakfast was phenomenal but they comped 1/2 a day for my issues.
I love this hotel! The only reason why I gave 4 stars, is because the ice machines and pop machines were not working. The STAFF WAS WONDERFUL! They did compensate me by giving me bottles of pop and water since the vending machine was down. The breakfast was good, the restaurant staff was sweet. I do wish they served HOT FUDGE CAKE WITH VANILLA ICE CREAM! MY KIDS LOVED THE POOL! Everything was clean and tidy. Been here may times and always have been satisfied!!!!!!!!!!!!!!!!!
Well because of Covid-19 it brought the level of the B-day party down (no pool, room service, house keeping or breakfast). They dont mention any of this on trip advisor or bookit, so we were some what disappointed. But over all the kids sleep over was great, Embassy Suites is a beautiful hotel.
I didnt really care for my experience here. It looks very fancy but my necessities werent met. The room was kind of gross; the carpet smelled of a strong musty odor, the toilet leaked every time you flushed it, I went to turn on the sink and there was black goop on the back of the knobs, and everything for the Keurig machine was gross or expired. Breakfast was delicious though and the staff was nice.
Im only giving 5 stars because of two women that made this experience worth five stars. Jessica and Teresa were always friendly with me in the lobby, they always asked how my stay was.The hotel service to clean the room was about one star, every night I got back to my room the towels were taken and not replaced along with cups for coffee. I had to call the front desk to replace them.
Overall, I was disappointed with this stay. While on first impression this hotel looks great, however once we started to pay attention the peeled layers began to reveal some issues. The bathroom was left with an almost empty tp roll, there was still hair on the tub and mold in the corners. The pool was entirely over crowded in the evening, and when we went the following morning I was told something happened last night with out so much as an Im sorry from the person at the front desk. I had 2 very disappointed youngsters. On the upside, the beds where very comfy, and space inside the room was ample.
We stayed there this past Friday to Sunday. The staff was very attentive to our needs. The room was excellent. The breakfast staff works very hard to make sure that you have everything you need. The only thing I would never will do again is stay at the hotel on the first of the month, it attracts too many people that bring a lot of rowdy children and they do not supervise them . Otherwise I enjoyed my experience and will stay again .
Arrived, and we reserved a suite that was supposed to be stocked with snacks and beverages, and it was not in our room upon arrival. The hotel staff did bring it up to our room a half hour after check in. The sofa chair had a large rip in it. The appearance was a but outdated and appeared to be dirty. There was makeup on the door where someone had pressed their head against the door to peer through the peep hole. We went to the managers reception service and the quality was below par. When we pulled out the sofa couch there were bodily fluid stains on the mattress protector. We then pulled back the sheets to the beds and found large stains and bodily hair. We did not stay the night and thankfully they refunded our stay. I would not reccomend this hotel if youre looking for a nice place to get away.
Been to scores of Embassy Suites over the years. This one is about ready for an update. Folks should know that the bar closes at 11:00, and the atrium/lobby at 10:00. Kinda backward and early. They dont advertise this. I see how some will like, others not so much. So I share... Some of the staff, particularly front desk, would benefit from customer service training focused on personality/pleasantness. No one has been nasty, I get a powerful sense of nonchalant-ness from much of the staff. As if they will be employed no matter what. I for one, am looking for attentive service WITH a smile at these prices. So on my next trip to E.Cleveland Ill be looking for other luxury accommodations. On the plus side, the bar, food, a.m. breakfast and p.m. reception were all up to expectations.
I would not recommend Embassy Suites even if they were giving away free rooms. My family and I reserved our rooms there about 3 weeks in advance and through the app I had selected to have additional towels in my room, didnt happen. The worst part is that we drove 7 hours to Ohio to get to Embassy Suites and the rooms were just dirty and smelled like a motel. The door to the room was dirty, the walls were dirty, the tub and toilet was dirty, and the list goes on and on of things wrong. My wife felt like she couldnt sleep there, so we went to the front desk to complain about the condition of the room. The guy at the desk had an attitude, but he did switch our rooms. We went to the new room and it was the exact same thing as the first. I was so mad and tired that I was willing to leave without a refund. Eventually we spoke to the manager and she canceled our reservation free of charge. I was disappointed because the photos looked so nice. I have to admit the outside and the middle common area is nice, but that is where it stops. I would NOT stay here. I would drive a little bit to the Hyatt, which is what we did.
1st time visiting the Embassy Beachwood. I was very impressed with the overall cleanliness of the public space and rooms. From the gentleman that checked me in, from the housekeeper that serviced my room, to the breakfast and social hour attendant.Perfect 10 stay!!! My family and I would like to also give Saleem? a shout out from the restaurant. Excellent service.Compliments to the chef. We will def come back.
The room was OK for a overnight stay for business. As for the quality of the room I would have to say it needs work to make it worth the price of the stay. Let me start with the couch in the living room area was dirty and stained and I would rather just not sit on it, the shower had very little water pressure and the water controls are backwards which makes showering feel like a Jigsaw Saw movie torture device not to mention the terrible water pressure and shower head. The room has a half used room of toilet paper and one wash cloth in a double bed room. Overall the hotel is nice and the staff is friendly but I would stay somewhere else next time for the price and quality of he room.
Great price & amenities here. We had a double room. Nice size. But I had to clean the room when I got there. Hilton is my favorite hotel but this one needs some work. The building is set up where all the room have a window out into the lobby. The building is very open & exposed. Its great if its a family reunion where you can all walk out of your room & hang out together. The lobby is huge & truly takes up the whole hotel & you can hear everything going on outside your door. No matter the time! There were people up w/ babies way past 11pm, keeping everyone up near them. If you want to go to the pool from your room, you have to walk to the middle of the lobby & get in a glass elevator then walk through the lobby, then you have to walk through the open dining area, only then to get to the pool. WAY TO LONG OF A WALK TO GO TO THE POOL!!!But after staying for 3 days & putting up w/ the noise in the lobby I will never stay in this hotel ever again! Very loud & sub-par hotel.
Well, the main atrium was beautiful. This is the second Embassy Suites we’ve stayed in and we picked this because we loved the one in Columbus so much.To start- I love that they do Evening Reception where there are some free alcoholic drinks and some snacks. But the bar tender was rude. An older lady asked if they had rum and he said “ya, everyone has rum” in a condescending way.Then, the coffee cups in our room had crumbs on the plastic like someone ate over top of it and then they just reused what was left from the previous person...not the end of the world.What was the end of the world, was that in our trash can was a diabetes testing needle with BLOOD ON IT! How disgusting that was left in there and how dangerous!I asked to speak to the manager and he basically blew me off and said “oh, I’ll tell housekeeping to get that taken care of” like it was no big deal. I thought at least he would apologize more or comp something but he shrugged that off. If I would’ve reached in there and got poked and that person would’ve had a blood borne disease, I could’ve had my life changed forever!I’m very disappointed- I will never ever go back there. Mistakes happen but the way the manager acted, so aloof, was incredibly disappointing. We were there 8/30-8/31.
It started off great and even though about staying for an extra night, until it was time for bed and one of my kids turned on the sink in the kitchenette. That is when one of the other children notice dirty water was coming up in the bedroom sink. I called down to the front desk and my room was switched this was a little before midnight. Unfortunately, this morning we over slept and missed breakfast so I kindly called down to the front seat to see if we can possibly get lunch vouchers instead because of the inconvenience. I was told the district manager would call and it’s been hours and I still haven’t herd from anyone. I also asked for housekeeping and they still haven’t showed up. I guess this the type of treatment you get while using a corporate discount for one of the largest insurance companies. First time and more than likely the last time I will be staying here. I still haven’t herd from the manager (update)
We stayed at the hotel the weekend of July 28. We had a wonderful experience at the hotel and we will definitely stay again when we come to town. The room was clean and spacious. I thought that the hotel staff was outstanding and everyone was friendly and helpful. Breakfast was good and the omelets were delicious. Kudos to the hotel management.
Total reviews rating 3.9
199 Reviews for Embassy Suites by Hilton Cleveland Beachwood 2023:
Review №1
2022-02-14The room was nice. We Was allowed to check In a bit early which is always a plus. The pool is used by scheduling time only and Its not very big. 3 families of 3 kids and adults each fill the pool easily. Its definitely a place to go if you have kids because there was nothing but kids running around everywhere. Room was nice but had some places that need some attention and painted over if it not dirt. Bed was awesome. Loved the bar staff and the food was good for dinner and breakfast. Best bk in a hotel since COVID.
Review №2
2022-05-15This hotel is getting to be a little run down, but the staff is very nice. Eggs were cold at breakfast and no fruit was available. The building is very warm and the lighting in the rooms is poor. Our room was supposed to be ADA accessible, but I dont see how someone in a wheelchair could have transferred to a bed - there was very little space between the double beds (which were very tiny and didnt seem like true doubles).
Review №3
2022-01-17We were there for a hockey tournament this weekend. My personal experience was good. The hotel is a little bit dated and the living room furniture was old but the room was clean and the bed was comfortable. There was no daily housekeeping but we got what we needed when things needed to be replenished. The hotel was understaffed but the staff were extremely friendly and helpful anytime I approached them. Check in and out were easy and the breakfast was good and plentiful.
Review №4
2022-01-17Our room was not clean. The pool was so murky we lost my daughters diving ring. (You couldnt even see your feet.) They have you make a reservation for the pool, but there is no one policing that at all.Breakfast was delicious but very slow. Not because Chef Jackie wasnt cranking them out. She and her staff were amazing. They need double the space and staff for this type of amenity. Its a great idea, though.This hotel has the bones, and the idea to be great. It just needs a lot of TLC.
Review №5
2022-04-28Safe and clean w very good rooms. Location depends on destination. No complaints during my stay with family. Suites were spacious and comfortable. Breakfast was well above average, happy hour was laughable with a sip of beer and some soup.
Review №6
2022-04-25Ive stayed at this location annually for the past several years, minus 2021 in 2020 due to covid. This was by far the worst experience to date. They dont clean the rooms for stays under a certain amount of of nights. That should be announced upon registration. I could live with that but you had to go to the front desk to pick up clean towels. They didnt have any and told me to come back in an hour. I came back and by that time all she had was one towel left. They were woefully understaffed.
Review №7
2022-01-30If I could give zero stars, I would! This was the most HORRIBLE hotel stay my family and I have EVER experienced! The room was unclean, tub drain was slow, peeling paint on the bathroom door, stain on the sofa, dirty walls! Our room was right across from the banquet hall and they allowed an event there with well over 150 guests, NO ONE was wearing a mask, smoke and REALLY LOUD music that was shaking our room! We could not sleep at all. Kids were running around (on all floors) banging on our doors late into the evening. We could not believe what we were experiencing. Called the front desk over 10 times, no answer! Called embassy suites customer service and the rep was very rude. DO NOT stay here!!!!!
Review №8
2022-06-20Very disappointing for an Embassy! Lobby was nice. Not sure about the food, as we ended up checking right out. The room was dirty, smelled and rundown. There was dirt and markings on wall and ceiling had paint bubbling. Drain had rust. Not unkept. I ask the front desk if all the rooms were all like that and she said yes. We checked right out and didn’t stay.
Review №9
2022-03-17The front desk and maintenance staff were phenomenal, but everything else was horrible. We reserved two rooms, one normal suite and one was the executive suite. Both rooms had their issues from an exposed light socket over the shower, tables with gouges (which resulted in a dumb splinter), bathroom taps that leaked and caused a small flood, all the way down to the phones not working. Then there was the issue with the rest of the staff namely in the bar. Between the attitude and sheer lack of attention to anything other than their phone. It was truly a horrible experience.I would recommend looking at any other hotel in the area before looking here again.** Update: compensation for these dysfunctional rooms and horrific service can you do a grand total of $40 refund. I definitely do not recommend this hotel at all.
Review №10
2022-05-24Stayed 5 days for a conference. Breakfast was troubled. No coffee one morning, no creamer another. Stale muffins. Service was good.Small this were problematic. No shower curtain fist night. Faulty microwave.Front desk rude one day. Rest of the time they were great.Housekeeping was super great.