Embassy Suites by Hilton Greenville Golf Resort & Conference Center — Hotel in Greenville

I left out crying. My family has been so loyal to this location. We spent money just to go for pure enjoyment. A lot of people told us we waste money coming, but we just loved the place. My sister's menstrual cycle came unexpectedly last night. She was cramping badly today as we were getting ready to checkout. We had late checkout for 2pm. My sister's cramping was awful. It put us behind about 30 minutes. My mother talked to the lady downstairs and let her know what was going on and we thought everything was fine. My mother went downstairs to get the luggage cart. We quickly put everything on the cart. When we arrived downstairs, that's when we were informed that we would have to pay another night because after 2:00 p.m. that is the policy. The lady that told us everything was okay whole attitude changed as Jay approached, I guess to see what was happening. She said that she thought we already had a cart upstairs. At that point she was now yelling at my mother and she is always nice. I feel like she felt pressured because of jay. I usually try to have a cart upstairs but some elderly people needed it really badly, so I gave it to them earlier that morning. We were told by the manager jay that we had to be charged for another night. I said since we were being charged we might as well stay. Jay didn't keep our rate and changed it to the regular hotel rate. When I saw this I asked could it be changed back. This is a luxury that we budget in.He reversed the regular rate, but it had already went through our bank as a purchase. It had already taken about $160.00 out of the account. The reversal takes several days for the bank to put the amount back onto the account. We called the bank and on their end the transaction was still pending. Jay said after he released it that he could not reverse to make everything right because it was only about a $10 difference. My mother saw another couple check out at 4pm and she asked them did they have to pay for another night. They said no and that they just paid a fee. My mom then asked the manager jay could we do the same after speaking with them. Also other staff says he's really mean and they work there. I almost feel like Jay targeted us, but for what? I try to avoid him at all costs and that's sad to try to avoid someone when your spending your money. He said since we were diamond members we couldn’t just pay the fee, but on upgrades on the app, I've seen that you can pay a fee for extra late checkout fee until 5 pm, so he wasn't being honest. I hate arguing, so I didn't even bring up that I knew he wasn't telling the truth. I asked could he call the general manager to come to a conclusion that was good for them and us. He told me aggressively NO! He is not calling him. He is on vacation and he would not be bothering him. I was sitting in a chair facing the front desk while on the phone with the bank and saw a Caucasian lady and she was greeted so friendly. Over the top friendly. She was treated so nicely it almost seemed exaggerated. I didn't jump to conclusions but saw another causation lady check in and she was treated the exact same way. A black male checked in and he wasn't treated mean but the demeanor was no where near as friendly as the ladies I saw previously. My family has never been greeted so friendly like that. It made me start to cry. I silently cried and wondered what is so different about me and my family, that we do not get that same treatment after we have spent thousands of dollars at this establishment, just for a relaxation. Jay had been rude many times before this but I just ignored it and avoided going to him because I do not like conflicts. I said since we had to pay for another night I wanted to stay in another room. He charged us the hotel rate and we were under a better rate. I asked could that be changed. He reversed the charge, but the bank takes a while to refund. That put us in a bind because we budget these stays because it’s an extra expensive luxury. I guess loyalty isn't great when it comes from us. We are African American but we have...

For almost $450/night, this hotel is mediocre at best. Hilton Honors member here, and we will never stay at this hotel again. Upon arrival to our room: dirty glass cups with fingerprints/smudges all over them, some sort of liquid spilt on the table, the screws were hanging out of the lock on the inside of our door, part of the couch seemed (and squeaked) like it had been there for 20 years (there was hardly any cushion left on half of it), and the $7 water bottle they put in each room was half drank (complete with a sign hanging on it that says they'll charge you for the bottle if any water is missing upon checking out). The room was hot and muggy, even with the temp turned down to 60. I have pictures of all of this but there's no option to attach them to this review.

When we checked in, concierge told us we'd be charged $9 for parking (truly insane, we never get charged for parking at a hotel we've paid to stay at) and to head to the bar for two free drinks that comes with your stay. After sitting our stuff down in our room, we went to the bar to get our drinks and the bartender (older lady with very long hair and glasses) asks for our vouchers. What vouchers? She then said, "Your two free drinks vouchers are in the pouch with your key cards. They tell you this when you check in but most people don't listen." Wow.. I politely told her we weren't made aware of any vouchers, just the free drinks, but I'll go grab them from our room. Sure enough, they're in the back of the key card.

We came to this hotel to celebrate my husband's 40th birthday; I booked the room and surprised him with it. He had recently injured his shoulder playing golf and is awaiting an MRI to determine surgery or not, so I knew he wouldn't get to play the course. However, I thought we could enjoy riding the course with a golf cart so he could see what it looks like should he decide to come play one day-- The Preserve is supposed to be one of the most prestigious courses in the upstate. When I booked the hotel room over the phone via a Hilton representative, he told me the room rate included a tee time. I specifically asked him if access to the course was included and he confirmed once again that it was. Come to find out, that's not true at all. Front desk told me that hotel stay & golf packages do not exist anymore, that they stopped doing that a long time ago, and that the golf course was completely separate from the hotel stay. There was no apology, no remorse, no offer to try and make it right.. he simply said that he was the admin person in charge of upgrades and would know if that existed, so the 1-800 Hilton representative has his information incorrect. I told him the whole reason why we/I chose this hotel specifically (injured golfer husband celebrating a milestone birthday), but there was no concern there for any of that. He wasn't rude, just cold and off-putting.

We walked up to the clubhouse and spoke to the Director of Golf, Dave. I told him about my husband's injury and how we were here to celebrate his 40th. I explained how I booked this hotel under the impression that access to the course was included, and that if we could at least view the course, we'd really appreciate it. He gave us a key to one of the golf carts and told us to be mindful of others due to the championship going on. He was so precious and treated us with humanity, showing us his shoulder scar from an injury he received many years ago and telling us how he could relate. Shout-out to Dave for helping my husband make the best out of being injured during his first time at The Preserve; it definitely sucked not being able to play but you lifted his spirits and I'm very grateful for that.

Overall takeaway: save your money and disappointment and book a different hotel, but the golf course is worth every penny. Breakfast was great and the lady cooking omelettes knows what she's doing, but the rest of the staff we encountered, both last night and this morning, were curt and...

DO NOT STAY HERE!!! NASTY RUDE CUSTOMER SERVICE

I recently stayed at the Embassy Suites Hotel in Greenville, SC, and had a deeply disappointing experience. Upon my arrival on Tuesday, July 2nd, I discovered bed bugs—both dead and alive—on the couch and pillows in my room. Despite providing the front desk with a dead bed bug in a tissue and showing a live one as proof, the office manager later claimed there were no bed bugs.

Although one helpful staff member quickly provided us with a new room, this did not resolve the underlying issues. Two days later, the office manager added insult to injury by offering my family of four a mere $25 gift card to "make us feel comfortable." We had been promised that our original room, where our belongings were, would be thoroughly steamed and cleaned, but this promise was not kept. Instead, we were given a faulty steamer, forcing us to buy our own from Walmart as we do not reside in the state.

The entire situation caused us to lose sleep and miss out on the conference we came to attend, as we were preoccupied with washing clothes and dealing with the bed bug issue. I spent 24 hours without sleep, stuck in the laundry room cleaning six bags of clothes. We ended up living out of two rooms during this time.

To add to the frustration, we were locked out of our room and told to vacate by 12 pm. When I asked for someone to let me into the room where my stuff was, another front desk worker questioned why we were living out of two rooms if we were "cleared" and stated she wasn’t involved with our belongings. This was baffling as I had not discussed our situation with this employee, yet she took it upon herself to make things even more difficult. Unlike the staff, I was considering future guests and did not want to risk infesting another room, which is why our belongings were left in the original room.

The office manager's primary concern seemed to be ensuring her hotel was not infested, rather than addressing the potential risk of us bringing bed bugs home. This lack of empathy and concern was evident throughout our stay. The other front desk workers were equally insensitive and rude.

Additionally, the hotel was extremely humid, with the sun beaming through the roof, making the environment uncomfortable.

To make matters worse, the organization I was with had booked over 30 rooms and paid thousands of dollars, only to be treated so rudely. When we asked for more substantial compensation than the insulting $25 gift card, the office manager responded in a condescending tone, initially offering an additional $25. When told there were more people in the room, she sarcastically increased the offer to $50 and then to $75. This degrading and disrespectful treatment is unacceptable, especially given the significant business our organization brought to the hotel.

I am also concerned that another customer might have been booked into our original room without it being properly inspected and cleaned. Because it was not infested, we were considered in the clear. Please be mindful of the brown couches before placing your belongings on them.

Overall, my experience at this hotel was horrendous, and I would not recommend it to anyone. The poor customer service and lack of accountability are unacceptable.

Update After looking through all the reviews, I realize that the lack of customer service is a repeated issue. I am stunned by the amount of people that have experienced the same issue and nothing has changed. Lastly, I was at a table with some relatives at about 11:30 at night and instead of a front desk worker just informing us about quiet hours, instead he said "We have quiet hours at 11 and if you choose not to follow it then you can go outside" I beg your pardon?????? Never in all my years have I ever experienced such a terrible experience in an Embassy Suite hotel. The rooms are also outdated! I am very disgusted with this place. Find better Staff, general manager. Your workers do not...