Embassy Suites by Hilton Gulf Shores Beach Resort — Hotel in Gulf Shores

Editing to add: no one from the hotel reached out after emailing their customer service, but the corporate office said the “hotel management said we were happy with resolution while on property.” Complete lie and no management was ever involved nor did we tell any staff we were happy with their resolve of any kind. Kind of a gross customer service response. (Original post) I rarely leave negative reviews, but our recent stay at Embassy Suites Gulf Shores was so disappointing that I feel it’s important to share. We booked this trip expecting a relaxing getaway, but it was anything but. On our second(out of three) nights, the air conditioner in our room made extremely loud, grinding noises all night, keeping us awake. When we reported it, no manager ever spoke with us, however a nice maintenance person brought us up keys to another room. We had to pack everything up and move the day before checkout, which was a huge hassle and really disrupted our stay. There were broken items in the original room, and surprisingly, no in-room information about amenities or hours, which meant multiple trips to the front desk to get basic answers. And, you couldn’t get through to the front desk on the phone. The food situation was also a problem. With a child who has a severe shellfish allergy, we were shocked that there were no safe kid-friendly side options. We had to leave the hotel and buy food elsewhere just to make sure our child could eat safely. When eating at restaurants off property, they all were happy and super helpful to accommodate. Almost every establishment has packaged items that are safe for allergies if you cannot provide a side for life threatening allergies. I was shocked that no one could provide a bag of chips, and they even had them in their little gift shop. The evening reception was where things went from inconvenient to unacceptable. The bartender told me she’d have to charge for kids’ drinks and refused to make a simple Shirley Temple, saying she “didn’t have time” because of the line behind me. After checking with the front desk (who confirmed kids are indeed allowed a drink), a staff member walked us back to the bar and told her to make the drinks. She snarled at me in front of other guests. I have never experienced that kind of rudeness at a Hilton property. On top of everything else, the hotel is extremely dog-friendly and not in a controlled way. There were dogs everywhere, even sitting on the lobby couches where guests relax. I have a severe dog allergy, and there appeared to be no clear rules or restrictions for guests with pets. This made being in common areas very uncomfortable. If you have dog allergies, this is something to seriously consider before booking. Had I known animals were allowed and would be in the lounge and on the couches, we absolutely would not have stayed here. You also will need to double check any charges on your room. We prepaid in full including the resort fees, and these were clearly laid out on the receipt. They decided to charge us twice for these and I had to go to the front desk to get resolved. Between the sleepless night, broken items, lack of communication, poor allergy accommodations, the unpleasant bar experience, and the uncontrolled dog presence, this stay was the opposite of what I’ve come to expect from Hilton. We left feeling more stressed than when we arrived. I have photos and video documenting the issues and will be reaching out to Hilton corporate. I truly hope they address these concerns, because this property has great potential as it is beautiful and in an amazing location, but the guest experience, as it stands, is...

The Embassy Suite in Gulf Shores is a beautiful, brand new hotel with impressive aesthetics, but unfortunately, my stay was overshadowed by one of the worst customer service experiences I’ve ever had, specifically with the hotel manager.

Upon arrival, check-in was smooth, and my first impression of the property was very positive. However, my room was freezing cold at 66 degrees, and the thermostat was not working. Maintenance initially told me it was fine, but after hours it was still unbearably cold. When I called again, I was told maintenance had left for the night (around midnight). The front desk associate was kind and even offered to move me, but since I was already in bed, I chose to wait until the next morning.

The next day, maintenance confirmed that there was an issue with the unit and recommended I be moved to a new room. Again, the front desk staff were helpful and courteous. The real issue arose when I tried to speak with the manager, Tucker. Instead of addressing my concerns with professionalism, he displayed a nonchalant and dismissive attitude. No empathy, apology, or compassion. He was sarcastic in his responses, slammed my room keys on the counter, and told his associate to “deal with her, I’m not.” When I calmly asked for his name to file a formal complaint, he mockingly replied, “Why does that matter? My name is Tucker, I’m the hotel manager, good luck with that.”

As if that weren’t enough, he later returned and attempted to intimidate me by referencing my family and friends discount, stating, “I bet your family or friend loses their discount.” This type of threat is completely uncalled for and entirely unprofessional. When I told him there were cameras recording our interaction and that I would be contacting corporate, he dismissed me further, saying he didn’t care what I did. Please note: I was calm and very professional throughout our entire interaction.

I immediately called corporate and filed a formal complaint. I travel often and have stayed in many hotels, but I have never been treated so poorly by a manager. The property itself is stunning, and the front desk staff truly tried to provide good service, but the behavior of management was inexcusable and ruined what could have been a pleasant stay.

Guests deserve to be treated with respect and I hope that no one else has to experience this type of behavior...

The Embassy Suite in Gulf Shores is a beautiful, brand new hotel with impressive aesthetics, but unfortunately, my stay was overshadowed by one of the worst customer service experiences I’ve ever had, specifically with the hotel manager. Upon arrival, check-in was smooth, and my first impression of the property was very positive. However, my room was freezing cold at 66 degrees, and the thermostat was not working. Maintenance initially told me it was fine, but after hours it was still unbearably cold. When I called again, I was told maintenance had left for the night (around midnight). The front desk associate was kind and even offered to move me, but since I was already in bed, I chose to wait until the next morning. The next day, maintenance confirmed that there was an issue with the unit and recommended I be moved to a new room. Again, the front desk staff were helpful and courteous. The real issue arose when I tried to speak with the manager, Tucker. Instead of addressing my concerns with professionalism, he displayed a nonchalant and dismissive attitude. No empathy, apology, or compassion. He was sarcastic in his responses, slammed my room keys on the counter, and told his associate to “deal with her, I’m not.” When I calmly asked for his name to file a formal complaint, he mockingly replied, “Why does that matter? My name is Tucker, I’m the hotel manager, good luck with that.” As if that weren’t enough, he later returned and attempted to intimidate me by referencing my family and friends discount, stating, “I bet your family or friend loses their discount.” This type of threat is completely uncalled for and entirely unprofessional. When I told him there were cameras recording our interaction and that I would be contacting corporate, he dismissed me further, saying he didn’t care what I did. Please note: I was calm and very professional throughout our entire interaction. I immediately called corporate and filed a formal complaint. I travel often and have stayed in many hotels, but I have never been treated so poorly by a manager. The property itself is stunning, and the front desk staff truly tried to provide good service, but the behavior of management was inexcusable and ruined what could have been a pleasant stay. Guests deserve to be treated with respect and I hope that no one else has to experience this type of behavior...