Embassy Suites by Hilton Walnut Creek

Reviews 3

SA

SAMANTHA THOMPSON

Booked my room through the Hilton website since I am a Hilton Honors member..Get to the hotel and pick up the room key..We have the premium suite which includes complementary snacks and a Kueig coffee machine in the room. Walk into our room and Hubby and I are instantly his will a very loud and noticeable stinch of maijuana..I immediately call down to the front desk because 1.I dont like the smell and 2. I do not want to be charged for smoking in the room. The smell was so bad that i instantly got a headache. The front desk said that they were completely booked for all of there premium rooms and i would have to downgrade my room but they would put the amenities from the premium room into another room for us. The supervisor Drew told the frontdesk receptionist Sugar to give us a 20.00 discount on the room..so hubby and I had to move down to the 6th floor and someone would meet us with a key. We are now on the 6th floor waiting in front of our new room fir the key..mind you we are standing there for 10 minutes.. i am irritated and go downstairs and while i am downstairs Sugar brings my husband the key. .I actually speak with Drew to make sure everything has been changed on the bill and confirm to me that everything has been adjusted. Finally get into the room. I start to unpack and notice there is toiletries in the bathroom..Ask hubby did he start unpacking he said no. Hubby walks into the bedroom and notice there is a suitcase in the room..so not only we got downgraded from our room but they put is in someones room that is already occupied..I was so pissed and went downstairs..As soon as I walked up Sugar instantly apologized but she had someone bring ilus another key to a room. While I am standing there ahe tells me that the 2nd room was occupied also and that I would have to be placed in the original room that I was assigned to. She gives me the key and I ask to speak with Drew again and conveniently he is not at his desk... We go back to the original room and was told someone would come and spray and air out the room.. Hubby said lets go downstairs to have a drink so i could calm down. Get to the lobby and i see Drew the supervisor on duty at the frontdesk so I immediately walk over to the frontdesk. Drew sees me walking up and starts to walk to the back office. I call his name and he turns around. I expressed to him how upset i was and how everything was an inconvenience he says well i will give you a 40.00 discount prices on the room. I told that was completely unacceptable. I could tell he was irritated and said fine I will give u half off. I told him that was acceptable and i wanted a written copy. He told me that he could not provide a complete copy of the new changes that the revisions will be under my door in the morning..i was so over this stay and was ready to leave. Not once did Drew apologized for the inconvenience he made me feel like I was the inconvenience.. I will NEVER STAY at this Embassy again because of the frontdesk and management..Frontdesk need to be better trained and management need to take a course on customer service. Oh and fyi house keeping finally came to our room to spray the smell 2 hours after we settled in.

JU

Julia Nielsen

My review is going to be long and comprehensive, but if you want a quick summary then let me say that this place used to be great but the standards have fallen so low in the last 3 years that we will never be staying here again despite staying here for over 10 years. The hotel has large rooms, a hot breakfast, and an indoor pool and gym area. However now the rooms are dirty, the breakfast area is dirty, the gym is dirty, and the pool is dirty and moldy (notice a trend). We rented two rooms for our stay this time and while our king room was acceptable the double room had a strong sewage smell coming from the bathroom. The smell was so extreme that we had to request a different room. The hotel was unable to give us another double and so my mother and I had to share a king size bed. The next day we were able to move to a double room but we were moved to a room below a floor where very loud renovations are ongoing, so throughout the daytime there have been loud bangs and thuds from the ceiling. We were not warned about the fairly extensive construction being done before booking our room which I find rather disingenuous. Having occupied 3 different rooms during my stay here I can say that the standards for "clean" in this hotel are awful. The tables are sticky and have strange substances smeared on them. The upholstery and curtains are stained with unknown fluids. There were holes in the walls in the corners of two of the rooms and dirt in the corners of the bathrooms. If you lift the bed coverings the floor is littered with debris so it is clear that no one vacuums properly. The other areas of the hotel are similarly dirty, with the gym equipment caked with grime and the corners of the room full of dust. The pool is absolutely awful, with pools of stagnant water on the floors causing large, black mold sections to develop. The pool area is also very humid and smells very unpleasantly of chemicals. My final complaint is that the wi-fi is terrible! It is slow and unreliable and there have been long hours where it has not worked at all. They also offer "premium wi-fi" which you can pay $10 a day for and I believe that that is a contributing factor to the poor "complimentary" wi-fi. This stay has unfortunately not been a positive one for us and while the staff has seemed to do their best to accommodate our issues this hotel is not of a sufficient quality for their price. Other guests that we have spoken to have commiserated with us about the dirty floors in the breakfast and bar areas and one even pointed out an issue with fruit flies around the food spreads. We will be looking for a new hotel in the area and I would not recommend people stay in this hotel who are looking for 3 star standards or quality.

ST

Stephen Whittaker

Not as nice as they think they are. Upon arrival, i was hounded by a group of individuals whose shirts were untucked and looked very unprofessional. Once i told them i was self parking, they were visibly annoyed and did not even open the door to the hotel like they did everyone else. What hotel does not have automatic doors!?! I am very glad i did not have my car toched by these guys as i later observed them driving cars like madmen! Seriously. When you go to the pool there is a door which opens to the outside, walk out there and you will see/hear them racing cars and screetching tires. Very concerning. Then arriving at the room, we noticed a dirty floor with dirty (stained) furniture. The tv in the bedroom was damaged - there is a chip out of the screen, so you have this white blob in your picture. The bathroom has no vent, so you have to deal with wallpaper that no longer stays on the walls. The faucets are leaky. Beds are VERY small. They say they are full, but i think they are about 12"more narrow than the regular full bed. 2 adults do not fit. The one amazing part of this plce is the breakfast. Made to order and you have until 10:15 am to get down there. There are still problems: orange juice is nothing but orange water. The cooks spent most of their time speaking spanish (which is not a problem), but they have to know others speak it and can hear them saying derogatory statements toward the women who are seated. Not cool. There is no reason to charge $25 a night for parking. It is not that fancy for self-park. Absolutely no reason other than to suck you dry. Overall was upset I did not keep looking for a better place.

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