Embassy Suites by Hilton Anchorage — Hotel in Alaska

This property treats its diamond members extremely poorly and doesn't keep its promises. I have never experienced anything like it. The staff laughed in our faces and gave smug looks at us. It was like we were aliens or something. I can not believe this is a Hilton property. We'll actually I know it's not as the front desk person kindly told us they prioritize pilots as they have pilot contracts and they are owned by inn ventures. Everything was call Hilton because we don't do that here. Upgrades we paid for we were met with well our truck didn't come so we can't give you that. Then what are we paying for. Unreal. Hilton should sever ties immediately as this was a terrible experience. We left the hotel and took a cancelation fee and went over to the Hilton Anchorage were we were treated like usual with great staff. Wiah we had stayed there from the beginning as the embassy was the only low point of our Anchorage stay. We will be coming here annually 1 or 2 times per year and there is no way we would ever stay at the Embassy Anchorage again. Iva, Fale and Sam were horrendous and it's so unfortunate 😞

Oh and on top of that communication was extremely poorly. Broken elevators and they seem to have decided to repave the entire parking lot but were guests informed? No just woke up with caution tape around our cars. These are easy things to communicate. We were stuck on the second floor as the elevators weren't working we decided to walk down the stairs but you cant get out as they are alarm doors and the other side is gated shut so we walked back upstairs and we saw who we now know is Iva. My brother approached here with an excuse me ma'am and she screamed. Like literally screamed. What in the world is going on here? We were humiliated, disrespected and outright disregarded. I am so...

PROS: As we walked into this hotel it felt warm and inviting. The staff were polite and efficient...answered any questions we had. The free snacks/drinks in our room & snacks+2 drinks from their hotel restaurant in the evenings was a plus. Our room set up was neat, living room on one side with a tv and kitchen area with a small island that can fit 3 people (includes microwave & fridge). The other side had the bathroom and our room with 2 queen size beds and a tv. Breakfast was mediocre but the lady that cooked my omelette was kind and welcoming! My husband loved the equipments in the fitness room and said it was by far the best he’s ever seen out of all the hotels he’s been to and he’s been in a few fancy/expensive hotels. We slept well so the bed was definitely comfy. Location is great as there are grocery stores, restaurants and gas stations nearby.

CONS: The sofa was rough and also uncomfortable, we had to put a pillow behind our backs in order to sit comfortably. I’d definitely replace that. The microwave is outdated but works. The view of the mountains was beautiful but ruined by a very big building, traffic noise and small businesses behind the hotel. The towels were old and rough which needs to be replaced as well. One of the windows was missing a screen. The windows don’t have a safety lock so you can open it all the way and a kid can accidentally fall out, we were on the 3rd floor. Walls are thin so you can hear your neighbors chatting. The pool was too cold and jacuzzi was too hot (like burning HOT) but the kids overall had a blast.

My husband and the kids loved it especially the experience. I loved the experience as well! The staff were awesome and I loved this little get away we had but would love it if they fix the cons (other than the view of...

My only complaint, really, was the evening staff.

I arrived to an empty lobby to see a woman in a suit and a name tag by the front doors, and one gentleman at the reception counter. No one greeted me, no one welcomed me. No problem. Went to the front desk where I was ignored for 2 to 3 minutes before I finger came up and I was told to give him just a minute so he could finish.

Another desk, attendant appeared, giggled, and began whispering to him. I’m certain it had to do with work, but it was still offputting. I asked, of course, when he was ready, why my digital check-in wasn’t working and he said that they needed to check my ID and credit card. I gave him the cards and he verified what he needed to and then asked if I wanted water which I excepted. He then told me I was entitled to two free drinks and at the bar had happy hour until 730 and closed at nine. A couple of hours later, I went downstairs to grab my drink, and was rudely told by the bartender that that ended with happy hour. I told her I didn’t understand that at check-in, and she stomped off to the same gentleman at the front desk, and then returned and informed me that that’s not what I was told and it was not free right now. No I’m sorry, no kindness, just a very abrupt. I skipped it and went back to my room.

The breakfast staff was outstanding. Decent and customized food, although it was a little bland, salt helps with that but I had a great experience with that stuff. Would highly recommend more training for the evening staff, and how to perform customer service duties with a little more attention to the positive guest experience and less to being...