Embassy Suites by Hilton Tucson Paloma Village — Hotel in Four Corners States

Shame on me for not reading these reviews before I booked this hotel - it won't happen again. The website and reservation system with Hilton didn't disclose that the hotel was under construction. When I got there I discovered that the second floor rooms were actually ground level with a sliding glass door which since I was traveling alone I wasn't comfortable with. So I asked for a room on the third floor which I was told there was a $20 a day upcharge for. I was fine with that, but once I spent time in the room I discovered that a lot of the electrical - plugs and lighting - didn't work. They hadn't even plugged the lamps in yet - just left the cords tied up on top of the nightstand, so they wouldn't know if the plugs worked or not. There were no USB plugs - only an ethernet (!) cord. The only plug unless I moved furniture around that was accessible to the desk area was behind it on the wall, so I was constantly tripping on the cord every time I left the desk - very dangerous, especially in the dark.There were glue spots on the floor which was also construction dirty, and other issues.The one thing that did work was the alarm clock that apparently someone else had set, and went off at 6 am! I relayed this to the front desk who said they would have engineering come up in 5-10 minutes. Two people who I assume were managers were overhearing this conversation and chose not to be involved. Miraculously when I went back to the room, the electrical did start working - I have a feeling that the contractors had thrown the breaker and when I brought it to the front desk's attention, someone turned it back on. As I waited, I found that the hotel is on a very noisy street that has cars whizzing by at eye level on the 3rd floor 24 hours a day. I couldn't leave the door open or enjoy the view from the patio because it was so loud.5 hours later, the engineer showed up and agreed the room had many problems that they were going to have the contractors come back and fix.

The "complimentary Happy hour" had stale chips, veggies and ranch dressing. Anything else you paid for. The wine they were serving was Sutter Home - not at all the level I would expect in a "Quality Hotel" more like Motel 6 - at least they leave the light on for you!

When I checked out, I saw that I was still being charged the full amount including the upgrade fee, and I asked if I could at least have the upgrade charges removed. The front desk person said that she had already asked the manager and they refused, saying that the most they would do is give me points for the $40. The company that hired me was not interested in points that would go to me. This was a business trip which is why I spent the extra money so I could work in my room. Considering I was mostly in the dark the first night, I wasn't able to accomplish this. I gave them the option to resolve this, and management had no interest which was a scar on the entire Hilton brand.

For what they charge, I could have easily stayed at one of the nearby resorts and listened to hummingbirds buzzing by instead of...

Location was great, view was lovely, nearby restaurants were plentiful. Breakfast options were good, reception options were great. Alondra, the front desk agent, was kind and the most pleasant to deal with. That is the end of the good. We paid for a king suite expecting a king bed, however the bed was a queen. We contacted the front desk and asked if we were given a queen suite and they insisted it was a king. Normally this would not be a problem, however we were planning to bed-share with our two small children, hence choosing to pay more for a KING. They sent a maintenance tech to the room and he said it was a king, however when we asked what kind of king and if he could measure, he said it was an Eastern King and did not measure. The front desk person (not Alondra) said "if you're in a suite, it's a king". I have stayed almost exclusively in Hiltons during our road trips and spent ten days in a king in TX - it was NOT a king. If they'd said "I'm sorry, that's a queen in a king suite and that's all we have" it would be cool, but instead they gaslit me and had various employees insist it was something it plainly was not. Please don't spit in my face and tell me it is raining! I went to the store and bought a tape measure because they made me feel like a Karen and I was honestly wondering if I was losing my mind. Eastern Kings are 76x80. Even at the smallest, non-typical "hotel king" size, they're 72x80. This measured less than 68 inches wide, with a generous measurement past the edges of the bed, past the mattress topper. See attached pics for proof. You can zoom in. The headboard was king sized, the bed itself was absolutely a Queen. Do not gaslight customers.

Forgot to mention that the remote for the fan in the master was not properly secured into the drywall and literally fell out when we pressed a button. The screws used to secure were not the correct type to do so. The thermostat would not adjust below 69 and was also secured poorly to the drywall. There were sticky dark spots on the restroom floor. When we asked for additional bedding and pillows, they handed us a single flat sheet and said they didn't have pillows... but nothing about the bedding. A single. Flat....

This trip was the second time we intended to stay at this hotel. I was hesitant to do so since the first time we stayed the front desk was unable to get people checked in until several hours after the published check-in time. The breakfast area is also very small compared to the number of guests and the number of parking spots is limited.||I went ahead and booked this time despite the previous problems due to location and that they had rooms suitable for 5 people. Months ahead, I booked for 5 nights. I checked-in using the app early Wednesday evening and selected a room. The app said I was checked and that they were working on the digital key. We were unable to make it Wednesday night but planned to drive down from Phoenix Thursday morning. When I went to check for the digital key the stay was missing. The hotel had cancelled despite me having checked-in on the app and picked a room. The front desk took the opportunity to earn more money by cancelling our points stay.||By this point we were now in Tucson and the points were not yet returned to my account. This left us scrambling to find a place as this stay was for an multi-day athletic event. The front desk person insisted the app was not a check-in and that a stop at the front desk is required to keep the room. We often do not stop by the front desk when checking-in and have just used the app to check-in and then used the digital key. She offered to book us at the current rate until she informed me that all rooms were booked. She was extremely rude and not at all sympathetic. This is the worst experience we have had with Hilton front desk staff. We are diamond members.||If the app is not checking-on then perhaps the app should not say "you are checked-in". Also maybe the front desk staff at this location should be more familiar with how the customer experiences the check-in process through the app.||Fortunately, a Hilton agent was able to recover the points and get us booked in the area. Unfortunately the new hotel is 40 minutes away from the athletic venue. We were definitely left to take whatever we could get with everything closer already...