Embassy Suites by Hilton East Peoria Riverfront Hotel & Conference Center — Hotel in East Peoria

I have been travelling to East Peoria for 8 years and stay at this property for at least one to two weeks annually. I cannot express how disappointed I was during my most recent stay. There were a succession of issues during my 8 night stay, beginning with a heating system which malfunctioned for at least 3 of the nights. After contacting the front desk and having maintenance fix the issue, the heat worked well for exactly one full day, and then the same issue occurred again. However the 2nd time, outside temperatures reached the low teens and the temperature inside of our $175 per night suite plummeted to 64-65 degrees overnight. This would not have been a big issue if not for us traveling with an infant who cannot simply "cover himself with extra blankets" in a pack & play as suggested by the uneducated customer service team member at the hotel. Our infant was incapable of getting comfortable with such a cold room on a 13 degree night. He was crying all night long and none of us were able to sleep, and he subsequently contracted a terrible cold after crying and shivering all night in the cold suite. On the evening of 12/31 we also experienced a very sleepless night as loud thumping and extremely loud music was blaring in the room directly above us. I understand it was New Years eve, but when I called the front desk at 10:30pm Chris told me that quiet hours began at 11pm and that management would take care of the issue. The extremely loud music, banging, and thumping noises never ceased for the next 4 hours until we got fed up and contacted the front desk a second time at 2am after being awoken for the 4th time. Finally management took the time to intervene, as the music immediately stopped. But at what cost? Families traveling should be placed in a different part of the hotel than people renting specifically to throw parties. I understand people wish to rent the large suites and throw parties, but management should be able to isolate these types of guests from families who simply wish to have a comfortable night's sleep. A third maintenance issue occurred on our 6th day - we were locked out of our room after breakfast due to a faulty power door mechanism. After being treated like a criminal by the customer service person who insisted on seeing identification that was locked inside of our room, they finally sent up an engineer to unlock our door after being displaced for nearly 30 minutes with a cold cranky baby in toe. We were subsequently late for a family event that we needed to get ready for immediately after eating the hotel breakfast, which was the only part of the stay where the property met and exceeded our expectations. After the continuous noise issues, I was told by Chris that I would receive a Hilton Honors points credit. I was subsequently told by another front staff person Sunny that she would only be able to give me a 2000 point credit to compensate for them "falling below Hilton standards". This was extremely insulting to me because, given my loyalty to your brand and to the Embassy Suites East Peoria, I feel as though a 2000 point credit is telling me very loud and clear that the hotel does not value my business and that I need to find another hotel to call home during future trips. My family spent 4 out of the 8 nights with quality sleep significantly interrupted, and we specifically know that 48,000 points was the points value for the 8th night we purchased exclusively with points. So in the end, a 2000 point credit compensates us for approximately 1 hour of a 24 hour stay - perhaps the hour I was inconvenienced by being locked out of my room. On top of all of these issues, the property (especially elevators and common areas) reeks of marijuana at all hours of the evening. This is not a family-friendly environment nor something that my children should be inhaling each and every time we need to use the elevator. This used to be an amazing property but the quality has gone significantly down hill in...

This was an incredibly unpleasant stay that had me questioning every surface I could sit on, touch, or stand near. While the hotel's location is convenient, it feels lost to time and poor management. Any potential it has is ruined by significant cleanliness issues and a complete lack of service.

The trouble began immediately, forcing me to change rooms twice.

Room 1: The room was spacious, but the carpet was stained and flattened from years of use, and the couches looked so gross I refused to sit on them. I immediately stripped the sheets to inspect the bed and found it covered in crumbs and disturbing stains. The box spring was also badly stained. I politely informed the front desk, and they offered a new room without hesitation, which was both nice and concerning.

Room 2: Now on high alert, I inspected the next room. The carpet and couch were just as filthy. In the bathroom, I found clumps of old makeup stuck to the counter. That was it for me. I went straight back to the desk. They offered to send housekeeping up to my room, expecting me to wait, but I just stared at them thinking until they processed that wasn't an acceptable solution and gave me a key to a third room.

Room 3: By this point, I was exhausted. The third room passed the bare minimum check—the bed seemed clean enough to sleep in. The carpet and couch were still gross, and the mattress had stains on the corners, but I was desperate. Later that night, however, I discovered a glass in the kitchenette with very obvious lip stains around the rim. The feeling of disgust returned, and I was back to questioning everything.

The service was just as bad as the cleaning. The next morning, I requested a full room service, which they did handle. However, on the third day, a simple request for fresh towels, trash removal, and more toilet paper/tissues turned into a five-hour ordeal.

I asked in the morning before leaving. When I returned an hour and a half later, nothing had been done. I waited another hour and a half, but still nothing. I went to the desk and the staff member seemed annoyed by my inquiry, simply stating "yes they are still working on the rooms." Two more hours passed, and it was 4:30 PM. I spoke to a new person at the desk who apologized and put in the request again. I came back to find only bath towels left on my table—the old towels hadn't been removed, trash was still full, and there was no toilet paper or tissues.

I went back downstairs a final time. The staff member felt bad and assured me she'd handle it. They finally took the old towels and emptied the trash, but still forgot the toilet paper and tissues. At that point, I was too tired of dealing with them and just gave up.

Given the shocking lack of basic hygiene, I refused to even try the complimentary breakfast or buy drinks from the bar. I would not recommend this hotel to anyone, especially not friends or families. Unfortunately I must say...

The hotel staff and lobby were very nice, but the room itself did not feel well maintained. Avoid room 217 king bed suite. Our room’s heat was broken when we arrived in the late evening, so the room temp was stuck at 61 degrees. The front staff informed me there were extra blankets in the room and asked if I wanted maintenance to come by to try to fix it when I reported the problem. I’m not sure if she was trying to be helpful, but it was a little off putting and felt dismissive of the problem. They did quickly send maintenance to repair it within 20-30 minutes of first reporting it, but that itself was a bit disruptive. It took about 15 minutes while we were in the room and it was occasionally loud with the drill and scared our daughter. After he was finished he did not re-screw in all the bolts, so we had to hand tighten them to make sure they didn’t fall out and become choking hazards for our 1 year old. Our main door to the hotel room would not unlatch if you did not turn the door handle correctly. I had issues opening the door to get into the room, but had not reported it because we were focused on the thermostat problems. It was awkward for both of us when the maintenance man couldn’t open the door to leave after fixing the heat and struggled himself with the door handle not fully unlatching. He pulled the door a few time and made eye contact with me. I told him the handle sticks and he awkwardly laughed and was finally able to leave the room after forcibly turning the handle a few times. My husband was surprised when we reported the heat problem that they did not offer to change rooms and have maintenance come by during the daytime when we were not there. The lighting in the room was very dim soft yellow and I suspect it’s to hide how old the room is. It felt dinghy and a little dirty. The door to the bathroom also would stick to the frame and not close easily. The fitted sheets were too small for the mattress so would not fully cover the corners of the mattress and there were a couple hairs on the duvet when we arrived.

Overall very disappointed by the quality of the room for the price you pay. ($360 for 2 nights after fees and alap including $12/night we paid for self parking). My husband did enjoy the breakfast. Again the staff were overall very nice and friendly and the lobby appeared well maintained, but the room was not to...