Embassy Suites by Hilton Amarillo Downtown — Hotel in Amarillo

Where to start. Even with a confirmation number the extremely rude front desk girl who looked like a homeless teen with scsry clown makeup could not find our reservation so she booked me under a new one and charged me almost 60 more a night under a basic rate. (Found this out the next day) Then charged as a no show on my original reservation, haven't been been able to get a return call to fix any of this). A 2 night stay cost me 500 for a king room plus 150 hold for incidentals. It was only supposed to be 250 at best. This is how you let your staff treat retired veterans. To top it off I called ahead to confirm the room confirmation number and that the sauna and hot tub were up and running. After being treated with zero respect I gathered my things and headed ro the room to unpack. The valet could not park/fit my 350 anywhere so cost or not cost I had to park in an unlite parking spot across a very busy dangerous street surrounded by homeless people. No parking for large vehicles at a Amirillo Texas Hilton embassy suites. Hilton honors member reservation wasnt used so no courtesy bag for me this time either. What ranchers drive fiats. Anywho more than upset at this point I unpack and head down to calm in the hot tub. I asked the same rude night girl where it was and she pointed me in the direction. Failed to tell me at that point it was shut down. So I walked all the way over there for nothing. Beyond furious at this point I went to ask her why she didnt tell me that when I asked. She took 30 minutes flirting with a guy checking in so I went to ask the bar tender for the mangers information. She was very polite and helpful. Finally talked to the night manger who unfortunately was the rude girl at the desk. She snidly remarks well the pool is open. I said I didnt ask you about the pool. She got nasty I asked for the assistant manager she said she was the manager. I said then your boss. She throws a card on the counter. I called and no one ever got back to me. I then got the GMs card, no return call. I got the number for the women over them. Still no return call. Lets see then we got drink vauchers. I don't drink alcohol or soda so a drinking voucher was useless. I just wanted water and that would've been $6 a bottle. No where except the bathroom sink to get water. I dont even drink sink water at home. Offered nothing non alcoholic complimentary except at breakfast. Kind bartender let me use the voucher the next few nights for juice. Breakfast was amazing. Wait staff were awesome. Shower water was luke warm at best, room was mediocre, towels were hard, soap dispensers were empty, $6 bottled water had the seal broken on one of them so I didn't want to purchase that. I was so thirsty I drank sink water. Decided to go calm down by the firepit with my sink water and there were Homeless people sleeping smoking and eating all around it so I went back inside not feeling safe or happy at all anymore. I just wanted to go back home at this point. But I had an appt the next day and Saturday too. Couldn't move hotels because this one put a 700 hold on my card for the stay and incidentals for 3 days stay. Went to the dining hall for dinner the following night. Again wait staff were awesome. Food was meh. Expensive and very small portions. The salad was no bigger than a side salad for $12 and the $16 pizza was over sauced and 8 slices a little larger than a personal pan. Took 45 minutes to get because they accidently put bbq sauce on it instead of marinara. Didnt eat there again. Bed was comfy but the doors don't stay closed in the bathroom or the bedroom. No tea in the room and I like tea before bed. Disappointed again and all this pretty much the first night. Rest of the weekend was more of the same except I went to the store and bought some waters so I wasn't thirsty. I would love a call back maybe someone can do something to make some of this right. Probably will just get the same generic response everyone does. I will continue to try to reach out...

I booked 2 queen rooms via the Hilton honor app. As I get to the hotel at 9pm the front desk lady tells me she sent an email earlier (which I didn’t see since my phone was out of battery) and they don’t have anymore queen rooms available, they only have king rooms with one bed and a pull up couch. We are 4 adults, not couples, and booked specifically this place because we needed 4 comfortable beds after a whole day of flying. Since we just Uber here, I first ask if we could get a ride to another hotel that has queen rooms or if they could offer us two complimentary king rooms so we each get to sleep in a bed tonight. I get no solution but a rude face and a cold answer : “we can’t do that”. As a Hilton Diamond member I usually get a better treatment, even free upgrades when available, but this time nothing but a rude welcome and a downgrade to a room with less bed than what I booked. So I decide to call Hilton customer support and get an agent who tells me she needs to call the hotel first then gets back to me with the same answer I got just before, I can’t believe it, even after booking directly trough Hilton, there is no way I can be guaranteed the type of room I paid for. This is the first time I hear an hotel chain giving randomly downgraded room to their supposedly best members (diamond member). After 30 minutes on the phone, the agent ask me to hold while she will try to get me 80 000 extra points on my account so I can book 2 extras king rooms for free. After more waiting, she ends up transferring me to the diamond support desk who ask me to repeat the whole story all over again and start the same process all over again, trying to reach the hotel first (obviously no follow up was done from the previous agent who handed me to this new one). This time even though the hotel front desk is not busy (I was calling from the lobby and could see the front desk free of any customer) the receptionist decides to not answer the call from the diamond support desk. 10 minutes later, this new agent gets back to me and tell me she couldn’t reach the hotel (of course) and she is not aware and can’t approve the proposed solution from the previous agent to add 80 000 points to my account allowing me to book 2 extras rooms. I am shocked!!! So here we are, after 45 minutes wasted calling Hilton, no solution offered. We are all looking forward to get a good night sleep in our own bed, tired and exhausted from this whole situation so I end up booking and paying with my own points for 2 extra rooms. The agent, who couldn’t help me solve this issue, told me she would open a case and I would receive an email about it but since the stay (3 days ago) I haven’t got any follow up nor email regarding this situation. This is outrageous, after being diamond member for over 4 years I have seen today the worst service ever offered by a hotel selling $273 rooms (one of, if not the most expensive Hilton in Amarillo) and a customer support supposed to be giving the best service to their highest members. The cherry on the top, as a diamond member we usually get water and snacks with a warm welcome at checking but this time I had to ask twice, first to get the water and then the snacks, none were offered to us. And as if that wasn’t enough 2 of the rooms were not clean and had hairs in the bathroom, what a shame. Hilton has gown downhill, I am highly considering changing hotel brand for my...

My recent experience at this hotel was a huge disappointment, and as a result, I ​will never book at this location again. I reserved my room online and received a confirmation number. When I ​arrived at the hotel to check in about 2 hours later, I was told that they had overbooked and that they unfortunately did not have the room I booked available for me. I was told that I was being "upgraded" to ​a suite. I've never minded the occasional upgrade, especially for someone like me who is a Hilton rewards member​-it's a nice perk. I thought that was all there was to it, but then when I received my receipt the next day, I discovered that they had charged me almost $200 more a night than the room I had initially booked. I don't feel like that's acceptable, and frankly, I think that is a very dishonest business practice.||||On top of that, I lost an expensive item shortly after checking in around 11:30 pm and when ​I inquired about it they said it had not been turned in. ​I​ asked to review the​ security video when ​I checked out​ the next morning to see who picked it up and was told​ there was not a manager there that could help with that, but they would give ​my information to the manage​r and the manager​ would give me a call and could assist with viewing the video​. The manager never ​called and​ ​I​ have called back multiple times. Avoiding showing the video or even the courtesy of returning a call seems​ a little suspicious ​like they are trying to protect a staff member, especially since we had a similar situation in the past.||||​About a year and a half ago, I had an electronic device stolen by a hotel​housekeeping staff member after I left it sitting on the microwave​ inside my room. Luckily, they identified the staff member who took it when I told them the house location the device was showing up at when tracked and it was eventually returned. I accepted an apology from the hotel and asked for nothing else while choosing not to leave a bad review at that time. Since that incident I ​have chosen to stay at a nearby downtown hotel​, but finally decided to give ​Amarillo's Embassy Suites another chance​,||||I travel for business and this location has been hit or miss at times, but I kept trying to give the benefit of the doubt​, never again. I always expect high standards for an Embassy branded hotel, but have dealt with cleanliness and upkeep issues at this location and questionable staff members in the past who just did not provide a comfortable experience or give a safe vibe like you expect at a location such as this.​ It is such a great location and is a beautiful hotel that should be considered one of the best in Amarillo if it could consistently provide a great stay, but sadly,​ it...