Embassy Suites by Hilton Houston Energy Corridor — Hotel in Houston

Decided to stay at this Embassy Suites location with my partner since I had been once before and had a good experience. This experience was the complete opposite though. The reason why we chose this Embassy Suites was because of location and the indoor pool/hot tub but a few days before checking in, I received an email stating that the pool would be closed for maintenance during my stay. I should have taken this as an opportunity to pick somewhere else to stay but we decided to go anyway. On the day of my reservation, I did a digital check-in. When I went to my room, the digital key didn't work so the front desk agent gave me a key card and reset the digital key. I had to go down to the front desk again because neither of them worked. The front desk agent said she would send an engineer up to fix the door but I was somewhat in a rush so I asked for another room. After being moved to another room, I had the same issue and ended up going down to the front desk maybe 3 more times because neither the digital key or the key card worked. The front desk agent came up to open the door for us with her key. We had dinner reservations so we left but when we got back we were still having the same issue with the key. The front desk agent offered to move us to another room but it was too much trouble to move for a third time so we asked if an engineer could come up to fix the door. The gentleman came up to fix the door at about 10pm and it took about 10 minutes so we were finally able to use the keycard to open the door. The front desk sent us wine to the room for the inconvenience, which was nice but all I wanted from the beginning was to be able to use my room key. I'm very displeased with this experience and I don't think that I should have had to go to the front desk any more than twice to have the issue resolved. While the front desk agent did help us, I don't think the situation was handled appropriately. It felt like my issue was handled in a very laxed way and I wasn't being taken seriously, maybe because I don't look like the typical person who would complain. I worked for a Hilton Brand property for several years and nothing like this would have ever happened on my shift. I spoke with the front desk supervisor when we were checking out in the morning and she apologized for the inconvenience and offered to give me extra Hilton Honors points for my stay that I have yet to see so I'm assuming I won't be getting those. The highlight of my stay was the complimentary breakfast which never disappoints but I will never stay at this property ever again nor will I recommend them to anyone I know. For about $200 a night, this absolutely was...

For me first impressions are everything and I can say this experience deserves a BIG ZERO!!! I do not like being lied to especially when it comes to honoring this I am told prior to my arrival. I called the same day and asked about my room rate and spoke with Yasmin ( spelling might be off) ; however, I was told that I would be able to hive my group code at check in and the rate would be adjusted. I called the best day and spoke with Meagan because I would be checking in late. I was told that the late check in would nor be a problem and I again stated my concerns with using my group code; again I was told I could adjust it. Upon arrival I was told there was nothing that could be done. I could cancel my current reservation for a fee and re-book to get a lower rate. We'll if I have to pay a fee to cancel that defeats the purpose. The manager on duty (Yolanda) told me Meagan was new and gave me wrong information then proceeded to walk away stating she was calling Meagan. When Yolanda returned she stated Meagan told her about the late check but assured her she did not state anything about the rates because she has been here aing time. Well it's 11:30 ish at night cold and rainy, I don't make a scene I smile and shrug it off. This does nor mean I'm okay with things. Only to get to my room and half the lights do not work, the walls are dirty, and rust on the fixtures. Very disappointed and displeased. If I knew the city better and had options. UPDATE It is nice to know thst although an establishment ask you to contact them they are not willing to return a call. Two messages left for the General Manager because I was told they do not have a corporate side ( by Joy). Please note Yolanda you cannot get anywhere thinking it is okay to overtalk and lie to guest. Jasmine who acknowledged she told me I could update my rate back pedaled and said oh we no longer do that. Time was had for all parties to come up with the same excuse. I left my charger and followed steps given by staff and as of date no call from anyone. I WILL NEVER SUGGEST THIS HOTEL TO ANYONE!!!!! From Meagan, Jasmine, Yolanda, Joy, and the General Manager, Tahal ( might have spelled wrong yoy know who you are) you all FAILED MISERABLY!!!!! Stop lying to guest, return calls, and take better care of your hotel and take the rust off fixtures, clean the air vents, and hair should not be in my tub when I arrive.....Honor...

My baggage was stolen from my room while I was away. Also my colleague (we were a group of 16 people on business travel) had several items stolen on the same day. The staff just sent an engineer to download the log of the badge scans, but it turned out that the log did not record any opening using a badge. The hotel staff seemed surprised and had not idea of how the door could be opened without leaving a log entry. My idea is that the thief(s) inserted some tool in the gap underneath the door and hooked the inside handle. I discovered this technique just by a quick web search and I find quite surprising that the staff was unaware of this method. After filing an internal report I was offered a room change for the night but the next day I left the hotel because I did not feel safe there. The hotel has many secutity flaws, for example the security steps exit used by the thief to escape the building (that's where I found my luggage's tags) is not monitored by any camera. The hotel did not support me to contact the police and submit a report, fortunately there was a police officer having breakfast there and I could submit my report to him. The following day also another colleague found his luggage open, but fortunately nothing was missing. He came back to the room earlier than the previous days, so it is possible that the thief did not have enough time to complete the theft. The general manager did refund me and my colleague for the value of the stolen items. Anyway I would not stay again in this hotel since I think that it does not implement the most basic security measures. Moreover, since my clean clothes were inside the stolen luggage, I asked laundry service for the clothes that I had used in the previous days, and the general manager said that the cost would not have been charged. In the folowing day, when checikng out, the cost of my laundry service was charged to one of my colleagues. When he asked for clarification to the front desk they removed it from his check and charged it to me. Fortunately I have a notification service for my credit card charges and I could immediately go back to the front desk and ask why they were charging the laundry service when it should not have been charged. They finally canceled it, but there was too much... let's say confusion. I can say that this hotel stay was the...