Embassy Suites by Hilton Cincinnati RiverCenter — Hotel in Covington

My wife, I and two small children traveled 9.5 hours to Cincinnati to watch a baseball game. Upon check-in at the hotel at around Upon arrival at the Embassy Suites Cincinnati RiverCenter in Covington, KY at 6pm, we were told they didn't have a reservation for us. ||||When showed confirmation email, the person at the desk (Lea) seemed confused and flustered, but then said room wasn't ready yet. (It was 6PM). At this point the front desk person Lea asked me to take a step back because "I was making her nervous." I was standing silently at the front desk! I literally whispered to my wife I think this woman is on drugs!||||When they said they didn't have any record of our reservation and our room and offered us a different room. We said that we specifically booked that room because we had two small children and we didn't want to sit in the dark after they went to sleep. We wanted a separate room to unwind! When inquired about the type of room and if would still be a room with a separate living room, Lea said she didn't know. She said doesn't know what the rooms are like as she never goes up there. She said if she went up there she would "take a nap. Huh? This was an absolutely bizarre response from a professional in the hospitality business.||||Another person at the front desk, DJ, said we can take that room or he can walk us to the Marriott, I did not want to walk to another hotel with two small children!||||Then Both Lea and DJ then became rude and combative the entire time when we asked them why they didn't have a room for us. They were never at all apologetic. They said the hotel was overbooked and this was not their fault. They gave us a too bad so sad attitude ||||We asked numerous times to speak to manager, but they said there was none. They had major attitude the whole time. DJ told us we should leave or he would call police. During this interaction my wife videotaped Lea verbally insulting us. After insulting us she did a diss motion with her hand like she was arguing with someone in the street! Very professional! This video has been forwarded to Hilton Corporate!||||Eventually she said she would call a manager and then offered to comp us 1 night but DJ said no because that would be the last room and none would be left. My wife begged DJ to give us the other room as we had 2 small kids with us and he said no because we weren't "nice". I asked him for some empathy. Asked if we were supposed to sleep in our car that night and he said it wasn't his problem.||||He then called the police and told us to leave! When the police arrived we were respectful to them as they were only doing their job and left! ||||Also Our 5 year special needs son dropped his teddy bear on the floor. Someone handed it to Lea and we said that was his but she walked it to the back. We said numerous times while she was walking it to the back it was his but she kept going. Only after she came back and we said are you stealing our sons teddy bear did she give it back. Nice person!||||We were treated extremely poorly and it was very unwarranted. We told them we had just driven 9.5 hours to get there. They saw we had 2 small children with us (1 and 5 yrs old). They did not care!||||We have never been treated so poorly and so unprofessionally in our lives. We were made to feel like criminals for being reasonably upset about our room being given away (or reservation not found- still not sure which it was). Is it Hiltons policy to call police on customers whose room was given away or whose reservation was lost? Is it your policy to kick them out of the hotel? || ||We feel like we were in an episode of the Twlight Zone where somehow we've been made to seem like the bad guys. We truly believe that they called the police on us because they didn't want to talk with us and deal with the situation in a professional manner. It was a truly bizarre situation and had my son and my wife were in tears at the end. ||||Hilton is supposed to be a respected worldwide brand! How people with this sort of incompetence, attitude and arrogance work there is beyond me! Completely unprofessional! I have been treated better at the DMV than I was at this hotel! This is the hospitality industry and we were treated like the enemy for trying to check in when we had a reservation. I have tried numerous times to reach out to hotel management and no one has returned...

AVOID THIS HOTEL! I've been a Hilton member since 2010 I've Stayed at Hilton and Embassy Suites hotels all over the U.S. and this one in particular several times before and this hotel has gone down hill! WORST STAY I HAVE EVER HAD IN MY LIFE. We booked the Presidential Suite for this weekend I checked in digitally 4hrs in advance. packed up the family and made the trip to Cincinnati we arrived at Midnight to find a stoned desk clerk. He informs us there is an error in his system that will not allow him to make the key for our suite. He states there is no management available on site or on call and there is nothing he can do to rectify the issue that the manager would fix things in the morning. In the meantime we need somewhere to sleep.... He provides me with a key to a room and tells me to go check it out and see if it's satisfactory in the meantime (meanwhile my wife and kids are stuck in the car waiting in a town they do not know at midnight) I go to the room and it smells like body odor and has 2 twin beds. Not going to fit our family. So he says he will find 2 connecting rooms one with a king so I can at least share the same bed as my wife and another room for the kids. This is sufficient so he takes me to the room and unlocks the door the first words out of his mouth are WOAH I don't like this this isn't going to work. I walk in and I am smacked with another awful smelling room. I agree with him and we head back downstairs it's now 1 a.m. I tell him I need to bring my family and luggage upstairs and he agrees to find us a CLEAN connecting room. We come back up get our keys go to our room and guess what smells like a dumpster, carpets are ripped, rooms dirty, AND ITS 2 TWIN BEDS. At this point we don't care we're dead on our feet. Accept defeat and go to bed. NOW HERE IS WHERE THE WORST STAY EVER HAPPENS. I walk downstairs I've only had 3 hrs of sleep I'm grumpy I walk to the desk ask the clerk if my room has issue has been fixed and if it's available. A lady claiming to be a supervisor interjects rather rudely and tells me to come to her side of the counter. Her bad attitude is a cloud that I am now standing in with my bad attitude and SHE TELLS ME MY ROOM IS NOW OCCUPIED BY SOMEONE ELSE 🌋 I am beyond pissed and I loudly say YOU GAVE MY ROOM AWAY!!!?? The room I have paid $1200+ dollars for. Instead of caring or calmly trying to address the issue or offering any sort of hospitality she goes nuts and starts screaming at the top of her lungs that I need to leave the hotel screaming making a huge seen and if I don't leave she will call the cops. I match her tone and tell her not only am I going to gladly leave this establishment but I'll never stay here again. She continues to tell me to leave like right now. With my wife kids in the room my belongings no parking pass, no check out, no resolution of my payment nothing. I tell the now raging desk "supervisor" to call the police and I head upstairs to go get my things while the entire hotel is staring at this woman acting a complete fool in the lobby. I head upstairs calmly wake everyone up, get myself cleaned up gather our bags and head down to check out. I have a nice discussion with the desk clerk who was trying to check me out and the lady with her hair on fire comes around the corner screaming AGAIN you can't talk to her you leave now. I said I need to check out, and I need my parking pass. No you don't you need leave. So I figured I'll fraud the transaction, and call corporate. When I walk down stairs the police are sure enough their I inform them of the situation they tell me I am completely fine I did the right thing and they will head upstairs to deal with the clerk. Bottom line. There staff is a joke, they don't care about their customers, they clearly don't care about the quality of their rooms, or the quality of their Character. We're currently at the Hilton in Cincinnati Wonderful staff, Wonderful rooms, Next time your in the area AVOID the Embassy and go somewhere else! Worst...

We stayed here for two nights during the week. The hotel is fairly easy to find. The exterior of the building is handsome but it feels somewhat dated. It's weird that the lobby is not at the street level and that you have to take an elevator up to the lobby level. The interior of the building has had some improvements over time, but still feels like it's straight of the 1990's. There are maintenance issues everywhere, like creaky elevators, stained carpets, wobbly chairs, peeling wall paper, and water stains on the ceilings of the common hallways. While there are ramps, this hotel is not very friendly to those that have physical disabilities.

Parking is in a parking garage under the hotel, and is not owned by the hotel, so you have to get it validated by the front desk each time you return. Also note that the only level of the parking garage that does not require you to go up or down steps is Level 4. The entry to the hotel from Level 2 and Level 3 require you to go up or down a half flight of steps to get to the set of elevators that you use to get to the lobby. It makes it very difficult for off-loading luggage.

The standard 2 room suite we stayed in was quite spacious and included a couch with pull-out bed, a nice sized desk, mini-refrigerator, microwave, wet bar sink, in-room coffee maker, and two televisions with cable television. For some reason though, they only include one remote for the two TV's. We paid extra for a room with the River View. The view of the Ohio River, the Roebling Suspension Bridge and Downtown Cincinnati is spectacular! The room did feel dated as it has decor from the late 90's/early 2000's. The carpet in our room was torn in multiple locations and there were several stains too. Most of the furniture was in decent shape and was attractive enough. The bed was very comfortable and the bedroom was quiet. The luggage rack was broken. The doors to the bedroom and bathroom did not close easily as they were out of adjustment and they rub on the door frames. There was a decent amount of noise in the living room portion of the suite coming from the bar on the lobby level.

The bathroom was clean and had a bathtub/shower all-in-one. The bathroom was in bad condition with peeling wallpaper, a broken exhaust fan, a broken drain plug in the bathtub, a broken water faucet handle, a loose tile on the floor, and water marks on the ceiling. They did have a full selection of the Zero brand hand soap, body wash, lotion, shampoo, and conditioner all in wall-mounted hand pumps.

The staff here seem generally disinterested in hospitality. The front desk staff are generally annoyed when you come to the desk, and they don't do anything to help with requests other than to tell you to talk to someone on the next shift. When you talk to that person, they will tell you that the previous shift were the only staff that could have helped. The staff at Neat (the in-hotel bar and restaurant) actively try to ignore you when you want to place an order. I interacted with a housekeeper one morning when she was outside my door and asked her if she could just swap our dirty towels for fresh ones instead of cleaning the room. She referred me to the front desk to do that. The cart for the dirty towels and the other cart with the fresh clean towels were literally outside my room door, but she made me go to the front desk.

The location of this hotel is great for exploring Cincinnati, attending a conference at the N.KY Convention Center, or if you attending a sporting event. The river view and the views of Cincinnati are great! They have a decent free breakfast in the mornings here, and the evening cocktail hour with snacks is also appreciated. But if you stay here, don't expect great service. Also you should lower your expectations with the condition of the property. There are far better places to stay in this area...