Embassy Suites by Hilton Boca Raton — Hotel in Boca Raton

The positives. Each and every staff person we dealt with was delightful. Any concerns we expressed were rectified immediately and cheerfully. The free breakfast was also very good with a wide selection and homemade omelets. Now on to the complaints. On checking in, the first thing we noticed was that the place is run down and not all that clean. The glass elevator had damaged flooring, and not all the lights lit up when pressed, or to indicate the elevator had arrived. There were also cracks in the glass. When we opened the door to our room, we were immediately hit with a nasty, musty smell. Moreover, next to one side of the bed was a huge hole in the carpet. More than a foot long, and 2 inches wide. The bathroom showed signs of shoddy maintenance, and really needed both a good steam cleaning and toothbrush cleaning around the edges to get out built up grime. The doors to the balcony were broken and could not be opened. We checked out both the pool and the hot tub, and both were also not all that clean so we didn’t use them our entire stay. I used the gym every single morning, and it was obvious no one was cleaning that room regularly as well. I left a cup on one of the treadmills my first morning, and when I went back the next day it was still there. I left it to see what would happen, and it was still there the following day as well. On the first morning I arrived, someone was mopping the floor and erected a wet floor sign. That sign remained in place every day I stayed there, although it was obvious no one had mopped again. On arrival, we noticed we only had a half roll of toilet paper in our bathroom, and no spare, so we had to request extra. We had 3 towels and 3 washcloths our first day. Next day we only got 2 towels and 1 washcloth. Third day we only got 1 towel and no washcloths, for two people! So had to request extra towels and washcloths. When we tried to call Housekeeping and the Front desk, we tried by pressing the buttons labeled as such. Nothing happened, when we went down to the front desk to inquire, we were told you had to press “0” to get the front desk to request anything because the buttons on the phone don’t work. Nothing was in the room by the phones to explain that. Despite booking for four nights, after our third night we got a notice that our stay was up. I checked our original booking to see if the mistake was on our part. It showed we had booked for four nights, not three. Again, we had to contact the front desk and resolve the issue. There’s not enough parking if the hotel is holding a function. On Saturday night we arrived back at the hotel to find a number of cars circling because there was not a single available space in the lot. We had to sit by the lobby entrance until someone left, then followed them to their parking spot. When we went inside we discovered they were holding an event in one of the hotels rooms. The breakfast, as mentioned above, was great. However, they only offered a rather weak coffee, and the orange juice was not up to par with what you’d expect in Florida. There was also no grapefruit juice which you would expect. Our other complaint is that at the omelet station they only offer one cheese. No Swiss, no feta etc. Again, most of our complaints, were taken care of promptly and cheerfully. However, we never complained about the state of the room, so dealt with that the entire stay. The hotel is way past its prime and dirty and definitely damaged the Hilton brand in our view. I’ll never book a Hilton stay again, without thoroughly checking out the reviews. I did notice in the reviews that the hotel is supposed to be undergoing a major renovation in the future, but that’s no excuse to be renting foul smelling rooms, with huge holes in the carpet. Hilton is lucky no one has tripped on that hole and sued them for damages. The overall running of the hotel is also subpar given the problems with housekeeping and overall maintenance. If coming to Boca for any reason, I’d look elsewhere...

Not only was our room outdated but it smelled like mildew and mold and the room over all was just moist. The Juliet balcony was gross and wet even though it barely rained. I asked for another room and the gentleman downstairs was very nice and friendly and gave me The keys to the room next to us to check it out to see if any better, It was not. It was wet and smelled the same even under the smell of fresh cleaner. But the door to that room kept getting stuck and was broken as well as they were stains all over the carpet. He asked If we wanted to move into that room or just stay in the one that we had and I said I guess we're just going to stay in the one we have. I've been waking up very stuffy and overall not feeling the greatest. The people that were staying next to us were constantly smoking weed so heavily that it even smelled like it in our room. It was nauseating. The bathroom light above the toilet wasn't even installed properly because it kept flashing and flickering I even got on top of the toilet to try to fix it myself just in case the bulb was loose and the connection was just bad because it was screwed in all the way. There was black curly hairs all over the bathroom floor and in the shower. The bathroom floor looks like it was mopped with dirty mop water and had dirty streaks all over the bathroom floor. The bed was uncomfortable it had formed dents in it from other people. They had to give us sheets and blankets for the pull-out couch whenever we arrive because there was none in the room and the old green scratchy blanket that they gave us was stained and had something crusty all over it. I ended up getting locked out of the room temporarily because the batteries in the key card reader died. which that happens but that was annoying to add to everything. The internet the entire time was slow and garbage and barely worked. We keep a do not disturb sign on the door anytime we go to a hotel because obviously we don't want to be disturbed while we are staying away from home. Someone from the front desk allowed themself into our room even though there was a do not disturb sign on the door, which in fact against Florida law considering there was no emergency and there was no concern of any sort of illegal activity. They have no rules on do not disturb signs posted anywhere else. But it terrified our daughter and my husband and I were in the bedroom watching TV. They wanted to come in and fix the internet Because apparently that is something that has to be done room by room. When my only issue with the internet was that the pass key that they gave me to log into the Wi-Fi was not working It said it was invalid. Which had nothing to do with our room specifically. While walking my dog outside on the grounds, there were used IV syringes in the grass. Needless to say this is by far the worst hotel that I've stayed at and I stay at quite a few traveling with my husband. I picked this hotel because it looked nice and was rated nice but I will never stay here again and after my experience I'm not sure why it has the rating it does. We are not scheduled to leave until tomorrow morning but we are packing up and leaving now even though we won't end up getting home until after midnight because we do not feel safe of the fact that they are able to just disrespect the fact that we have a do not disturb sign up. I've stayed at other embassy suites before and they are absolutely amazing and a luxury stay but this was like staying at a motel 6 trying to pretend to be something it wasn't. When my husband checked us out he expressed how it was not okay for them to disrespect the fact that we had a do not disturb sign up and allow themselves in anyway and they acted like it was no big deal. We couldnt get out of there...

Firs I want to start by saying that my 3 stars for service is not a reflection of Customer Service provided by Lou, ALL first contact employees at this hotel need to be retrained and taught to be JUST LIKE LOU!!! He provided AMAZING customer Service. I would return only if i knew for sure that i would be only dealing with him. The rest of my encounters were less then Mediocre. Ryan over night was very unsocial and seemed as if he didn't want to be there or be dealing with anyone, also unmanicured, the finger nails were longer then my acrylics. The night before Check out i wanted to extend my check out time as i am a local and was staying because some work was being done in my home and i didnt know if they would be ready. All of the prior days Lou had communicated with me and reminded me daily to make sure i notify the desk if i wanted to pay for a later stay as he REMEMBERED my situation even with dealing with hundreds of people all day. Ryan was more then hesitant to assist me in the process. Finally got it all together and paid 86.05 for the later check out.. The next day when we woke up i was notified i could re-enter my home at 6 am, we checked out by 11.. When trying to speak with the front desk 2 females, they both seemed bothered by my questioning of a charge that was placed on my account for the extra stay i wanted to make sure it would be refunded as i left on time. I received a receipt in my email stating PAID and both women repeatedly told me it was a hold and it would be released by 24 hours after check out (thursday check out).. It is now monday and it still has not been released. In addition, I accidentally left my laptop charger in the room when we left. When i noticed at 1:30 pm on thursday I called immediately and spoke to the front desk, the girl i spoke with advised she can forward me to the House Keeping/ Lost and found manager. I reached her voicemail, explained what i was looking for in detail, provided my room number last name what the item looked like and my check out time and phone number. All day passed and no one called me back. I called back in to the desk at 9:30 PM and was told everyone was gone for the day and they would send an email to have the manager call me back asap. Friday passed, no calls at all regarding my belongings. Saturday all day passed still no call,I called saturday after 5:30 pm I spoke to the same girl from thursday evening who was very clearly annoyed that i was calling back, I asked if they needed the laptop charger that bad and thats why no one was returning my calls. She began to pretend like she couldnt hear me when i then said im local i can come up there if you cant hear me, the phone was passed on to another Employee Princess, who provided good service so i thought at the time, and told me she would again send another message to the department manager inquiring about my belongings and someone would call me back first thing when they arrived in the morning. All day Sunday passed still no call. Called Back Monday morning and THANKFULLY got Lou on the phone who promised to personally take care of the search for my laptop charger and would call me right back. Lou called me 6 minutes later stating he had my charger and i could come pick it up. 6 minutes is all it took for someone to do more then Just enough on my behalf. Lou should be running the show there as everyone else i encountered is less then capable of handling customers with care. Aside from all of that, the room was clean, facilities were clean, beds were comfortable and everything...