Embassy Suites by Hilton at Hot Springs Convention Center — Hotel in Hot Springs

2 night stay in February 2025 When made reservation I talked with front desk at location. Requesting a 1st floor room. Go to check in an have been put on 3rd floor. Lady at front desk says no rooms on 1st floor. Odd that man that took my reservation didn’t know that. So take 3rd floor room. I do not use elevator. So stairs it was! The man that took my reservation did mention that hotel was having some construction. I was not expecting that the hotel is having a MAJOR CONSTRUCTION done. They have made a make shift room for restaurant/bar. This hotel does not need to be open during this major undertaking. Get to room. Go to open window curtains. They had been torn I several places and someone used silver duck tape to put them some what together. Just crazy. Light was still coming thru all the torn parts. No bed skirt on bed. Just can see platform, box springs and mattress. Go to bathroom. Used dried washcloth hanging over shower rod. Kleenex had blue line showing( as to soon be empty) and no extra box. Toilet paper more than 1/2 way used on roll and no extras. Room clearly had not been cleaned well. Way too much dust. Yes I realize construction but could be cleaned better between guest! Get in shower and all wet and realized no shampoo(at all) in holder on wall. Finish shower, no clean hair!! Go to heat up in microwave my food. Microwave doesn’t work. My husband noticed no lights on microwave work. He pulls out microwave and realized not plugged in. So plug in and works. But after plugged in can not put back because of refrigerator. So just left microwave on counter. Next morning go to front desk as we are going to breakfast and will be gone all day and informed them of all the issues the night before. Leave front desk to have breakfast. Get to restaurant and no coffee. Many others in line waiting for someone to bring coffee. They are using 3 air pots and all empty. So ok while I wait I’ll have orange juice. Go to get OJ and the container that OJ is in is leaking onto the tray that holds all the glasses. The glassware is face down (the top you would drink) and floating in OJ. So finally coffee arrived. I mention to man working about the OJ and leaking. He says yes we know it’s been doing that for several days! After breakfast as leaving go to take a coffee to go. Out again. All air pots empty and it’s only 7:45 am. Now it’s 5pm and we come back after very long day. Our room has not been cleaned or any products delivered to room. My husband calls front desk and someone comes up to clean as we go to Dinner downstairs. While I’m still there, I ask lady why we don’t have bed skirt. She says that someone did deep cleaning of room and guess just didn’t replace and she doesn’t know where any are. The next issue does not involve us but clearly some issues. While at dinner down stairs we over hear a couple talking to another couple and we then started asking a few questions. Apparently that morning around 10am (we had already left hotel) a lady was on the 3 floor and came running out screaming. A couple just happened to be in the hall and ran over to her. She told them her bathroom vanity light was smoking and smoldering. So the guy says he runs in to call front desk and the phone will not work. His wife says she turned off switch and threw ice bucket full of water on it. This whole experience sounds like it’s not true!!! But it is ……my husband and I lived it. When checking out the next morning we again told our issues for 2 days. The lady was very kind and at first said let me credit you 5000. Points to your Hilton Honors account. first night I used 25,000 points still paid 146.12 + taxes. Then next night paid 149.46 +taxes. I feel I shouldn’t pay for either night and need refund. This was supposed to be a fun getaway for my husband and I. I was far from It. On a very POSITIVE NOTE My highest regards for Bethany in the night restaurant/bar. I witnessed her on our first night there have to handle a very difficult table. She was gracious & professional dealing with them. My...

When I made the reservation, there was only one room available, for the needed dates. It was the Presidential suite, so the rates were MUCH higher than a normal room. We had 3 guests, but I was informed that all suites had a sofa bed, so it would accommodate us. However, upon checking in, we learned that the room did NOT have a sofa bed. Since there were no other rooms available, someone was going to have to sleep curled up on the short sofa/loveseat. My reservation clearly states 3 guests, and I had confirmed the sofa bed when I booked. When I spoke with the front desk that evening, I was told someone would contact me prior to us checking out regarding some sort of refund. That never happened. We were also charged $20.00 a night to park in the hotel parking lot. However, no parking was available, and we were forced to park offsite. Finally, as we were preparing to check out, we noticed that one of my daughter's bags was missing. I stopped at the front desk to report it missing. I was told a bag matching that description had been found elsewhere in the hotel, with the contents dumped out. When we retrieved the bag from housekeeping, all items of value were missing. Over the next couple of hours, we learned that there had been a disturbance at the hotel overnight, and police were called. At one point, an officer, and a member of the hotel staff, were searching each floor, and found the door to our room open. They came into our room, and used a flashlight to look around. After seeing my youngest child on the sofa, they left the room, and closed the door. Since it was the Presidential suite, the bedroom is separate from from living area where the loveseat is located, so I had no idea anyone had been in our room. My daughter's debit card was one of the items stolen, and it was used in the hotel, at a nearby gas station, and for some online purchases. The police were called, and a report was made. There was well over $500 worth of items stolen from our room. We learned that a group of teen boys had been roaming the hotel overnight, and apparently had been cause enough trouble that the police were called. It was these same boys who broke into our room, stole my daughter's bag, and who were caught on hotel surveillance video using my daughter's debit card. The manager on duty said she would have the GM, Alan Sims, contact me on Monday. That Thursday I still had not received a call, so I emailed him. A week later, I still had not received a response, so I reached out to the manger, who helped me the morning of the incident. She was finally able to get Mr. Sims to call me. He apologized for the incident, and said he would look at my billing statement to see what sort of refund he could offer me. This was on Thursday February 15th, and he said he would call me back by that weekend. To date (May 24, 2024), I still have not received any sort of follow up from Mr. Sims. I have sent several emails to him asking for an update. None of which have been responded to. While I do not believe that the hotel is responsible for the actions of others, I do think the safety of their guest is their responsibility. They had issues that the hotel that night, and they had to call the police. Upon searching the hotel, they find our door has been opened. Hotel staff, and a police officer enter our room. Literally steps from my 10 year old. They find bags dumped out down the hall. Several teens were detained, and then later released. All of this happens, and not one person felt the need to contact me. If I wouldn't have stopped, at the front desk, to report a stolen bag, I would have never known. While I feel that, at this point, we should be refunded the full amount, all I had asked for originally was enough to repurchase the items that were stolen from my child. I don't think that is an unreasonable request. What aggravates me is the unprofessionalism of Mr. Sims. We were robbed, at his hotel, and he can't be bothered to even respond...

It felt like showing up someplace as an invited guest and the host forgot you and all the other invitees were coming.

There was a two hour delay for us to check in, which post COVID, during the height of summer vacation season in a resort town, I understood. The front desk person, Billy, who is an asset to the hotel, encouraged my wife and I to have a complementary cocktail at the bar despite happy hour being over, which we did. When I checked on our room status two hours later, Jasmine, front desk person and an asset to the hotel as well, told me our room was not ready and asked if I were willing to switch rooms so we could check-in. Jasmine clarified our concerns which were the room size and configuration and not the floor number and quickly checked us in.

The room size and configuration were fantastic - 2 queen beds in the bedroom and a convertible in the living room area, and spacious. However the room appeared to had been hastily and inadequately cleaned, including a hint of urine smell emanating in the bathroom. Our son slept on the convertible, which had crumbs on the linen and had to be changed.

Our room was not cleaned during our three night stay and after the first non-cleaning, I didn't ask again because they were thin staff wise for the amount of guests at the property and the staff on premise were on task every time I interacted with them.

I went to the front desk each morning for fresh towels because we didn't have time to wait for housekeeping to bring them.

Breakfast was pandemonium. Guests queued up along the omelette 'window' and the line snaked out and around into one of the beverage and breads area, which caused a bit of confusion and created a traffic bottle neck to say the least. The buffet was consistently out of either plates or forks during breakfast and the entire area, including the beverage and bread areas was a sty and the condiments were constant need of replenishment.

Guests wandered around the dining area looking for someplace to put their used dishes and utensils, which there wasn't one so plates were stacked on tables by guests, as neatly and condensed as possible. This meant some tables were out of use for guests to eat on.

*Why wasn't there an omelette ordering system in place? Even a rudimentary ordering system would have instantly eliminated the needless line and alleviated traffic, which would have allowed the staff (as limited as they were) to maintain cleanliness as well as acceptable food and condiment stock levels. *Why were there not bus tub carts placed strategically around the dining area for guests to 'discard' their used utensils and dishes?

By Saturday evening there was a notable uptick in guests and the staffing level appeared to have remained the same. There should have been at least one person who's only job was to maintain lobby and main floor cleanliness, including the outdoor area and emptying the trash cans instead of allowing them to overflow.

I was a guests for our family reunion if about 90 people. There were two other family reunion groups there as well and it felt like the property overbooked, given the space we were provided for our banquet.

I've been a business traveler for decades and often times when asked by colleagues and business partners "which hotel" one of my replies is "Anything Hilton." It will be a while, before I stay in another Hilton property, however I will at some point because proven brands can have a tough go of things sometimes too.

I am reaching for objectivity because the staff worked very hard and diligently, there just weren't enough hands on deck to maintain brand standards, which lands...