Embassy Suites by Hilton Flagstaff — Hotel in Flagstaff

My 9-year-old son got hurt and traumatized, due to the staff and management. This negative review was not without merit. As a father, it is my responsibility to make sure this does not happen to others. The negligence of providing a safe environment for all guests (I am a Hilton Honors Silver Member) is a crying shame. My son cried due to the pain he felt when he attempted to sit on this defective chair that was left in one of the common areas. The trauma was created when I was not allowed to have access to where the defecting chair was moved to after the physical pain was initiated. The housekeeping manager stated that I could go to the office if I needed any more first aid supplies. When I tried to go into the same room, I was denied by the staff working at the front desk. That did not go well. I explained to her that I was based on the statement of the housekeeping manager, I wanted access to the office where the first aid kit and the defective chair was. I said I wanted to take a picture of the liability that caused my son to get hurt and made him cry. I lost my temper, raised my voice and cussed her out. My son, seeing my reaction to this wrong decision, created the trauma. All the nonsense could have been alleviated if the front desk personnel had not stopped from getting a piece of mind. But instead, the staff was confrontational and defensive. It was no longer about the negligence of this establishment’s responsibility to provide a safe place, but it was deflected to my behavior and anger. The housekeeping manager and general manager brought the chair back to when the incident occurred. My son was not able to explain to me how it happened because of all the grownups around him. I asked why this defective chair was left in a public place. None of the managers took responsibility and blamed it on the staff. After ending my discussion with the management duo, I went back to my room. 20 minutes later I got a knock on the door. It was a police officer and the EMT. The hotel manager called 911, in my opinion it was an act of inadequacy and trying to overcompensate for the cause of this event. After the overcompensation party left, I went to the lobby to get an omelet. The cook stated to another patron that they were no longer making omelets. So, I left without making a fuss. I went back to my room to check on my son and get us ready to check out. My teenaged son was taking a shower; therefore, we had to wait until he was done before my 9-year-old was able to get washed up. Seeing that the check-out time was upon us, I went to the front desk to ask for an extra hour so we could relax and allow us not to rush. In my opinion, the front desk staff who I yelled at earlier retaliated by not allowing us a check-out extension. I asked her to have the general manager come to meet me. The housekeeping manager arrived first and denied my request for the additional hour. I explained that I would not have needed it if the nonsense earlier hadn’t occurred. I reminded him that he said I could go into the back office if I needed any more first aid. He refuted what I understood and expressed again when the general manager arrived. The general manager initially denied my request because of the verbal abuse her staff received from me. Not once did I get physical, just verbal. After debating my point, the general manager allow me the one-hour extension. I was able to leave without their reluctant offer.

My anger and behavior was the EFFECT and their negligence was the CAUSE. What trips me out is that the management or the staff did not go out of their way to make sure I was content and satisfied. If it were me, I would have refunded my stay and offered another stay on the house. I bartended for 12 years, and it was normal for the house to give sincere gestures of mistakes made by the house and it's staff. All I know is that MONEY talks...

My daughter and I stayed here for 2 nights in September. Pros:

*The bed and pillows were VERY comfortable and I think I slept better there than at home! I loved the fluffy comforter and wanted to ask what brand bed, pillows and linens they used so I could buy some. I've traveled a lot all over the world and this is in my top 10 as far as comfortable beds! My daughter wanted to sleep on the sofa and said compared to other ones it was pretty comfortable.

*Room waa clean although there was still some dirt and hair in the corners of the bathroom.

*Convenient location close to restaurants and the major freeways and highways.

*The free breakfast was good. I really appreciate that they use real eggs and not the gross powdered eggs or whatever it is that other chains use.

*The room was a good size. We had the king suite (king bed in its own room and then the living area with a sleeper sofa.

Cons:

*I had requested a top floor room when I booked (way too many had experiences in hotels with people stomping overhead until all hours) and I did receive a confirmation email that they could accommodate my request, but when we checked in we were put on the first floor, and people were stomping at night.

*The swimming pool is in a central courtyard that the hotel is built around so our room looked directly onto the pool, which means anyone there could look into our room and so could anyone in any of the other first floor rooms. So we had to keep our curtains closed the whole time.

*We tried to use the swimming pool and instead of the standard lock where you just scan your room key or having it be unlocked during hours of use it had some weird plastic thing connecting the gate to the fence. I'm not a stupid person by any means but I really felt stupid trying to get it unlocked. I tried every which way and couldn't get it. I called the front desk to ask and she told me how to do it, which I'd already tried that way 5 times and neither gate would open. She said she'd send someone out right away to help me. I stood and waited for 15 minutes and no one showed up. Part of the reason I booked this hotel is that my daughter and I love to swim and also the pool is heated. But we didn't even get to use it.

*There was only one person working the front desk every time we were in the lobby and people were lined up waiting to check in. The poor gal was working as quickly as she could, and she continued to be very friendly, but they really need more staff up front. Maybe someone called in and they couldn't find a replacement, but the manager should've been out helping.

*There were some things that really should've been taken care of in both the bedroom and bathroom and you could tell that it had either been remodeled or when they originally built it, that it was done quickly and cheaply. For as much as I paid to stay there, I expected better. Best Western or Holiday Inn Express are better in that way. The pics are of the stains on the bedroom lamp and the phone jack coming off the wall. In the bathroom I didn't get pics but the part of the shower head that goes against the wall was completely disconnected and slid down the neck of the shower head and there was dirt and hair in a few of the corners when we checked in.

Because of the comfortable bed, the location and breakfast I would consider staying here again, but not for the...

DO NOT STAY HERE read other 1 ⭐️ here's why 1.No Housekeeping done to our room upon arrival we had NO Toilet Paper, NO bags in trash cans, NO tissues, A roach in bathroom. We paid for a suite to come stocked with snacks "sweet parlor" since it was my husband's birthday and it was not stocked we complained about it and the girl upfront just kept on saying "I apologize I have no control over it House keeping probably forgot its something new" Housekeeping ONLY brought up bags and handed them to me and told me "here you can put them on" so rude! 2.There was absolutely NO working AC most rooms are set up to be what they are I heard another complaint about this while I and 6 other plp complained about our rooms the front desk girl said "I do apologize but try opening up the window" No maintenance the front desk said if he got around to it he would come by 3.Our fridge wall was frozen and not cooling off our drinks 4.No T.V either when I called the front desk she said " I apologize but..try changing the channel" after not getting anything other than "I apologize" I walked down bc she was not answering the phone The front desk phone was rining so much with complaints she was so upset she started to ignore it everyone who was at the front desk was upset she gave us no answers..I asked if there was something that could be done? Why we had to clean our own rooms and buy our own toilet paper?why nothing worked what the hotel plans were about it? I told her that if I would have known it was going to ba that bad I could just stayed at a motel where you know what you are paying for we are Hilton reward members for a reason we have expectations another lady pointed out that the AC and Housekeeping NOT DOING THEIR JOBS are a ongoing issue she said "we were rude"she said "I was aggressive for asking her all those questions" she said "she don't get paid enough and she was only the front desk service" she daid she was going to the back room to cry and just walked away ignoring the people who were there and all of those people who were calling the front desk! I asked her before she left if while she went back there crying she could call a manager or someone else who could help us out after she came back and said she called the "acting supervisor" and that makes 5. No upper management but I was welcomed to call that 1800 number I told her to ask the person to call me so we could talk since she was not onsite and we all had to wait for her to get there after a while maintenance showed up he said he didn't know how to fix the t.v issue or the AC bc he was new and this was the first time when I told him that there's multiple complaints about it he said he didn't know he blamed the toilet not flushing on me and the refrigerator frozen on me too I told him it was like that when I got here and he just made a face and rolled his eyes THIS PLACE IS A DUMP, They need to fire everyone starting with management bc all the employees HATE their jobs are rude and dont do anything other than sorry...