Embassy Suites by Hilton Houston Near the Galleria — Hotel in Houston

DO NOT STAY HERE! Consider this your warning. ❌ Upon arrival one elevator was not working and the other was barely working. One our second day it stopped working all together and we were on the 6 floor. We up to the front desk to let them know and the person never looked up I got a response from her coworker that I wasn’t speaking to. ❌I was traveling with children so I opted for a “premium room” stay which included snacks in our room to be replenished daily and “premium WiFi”. Nothing was there and when we asked we were told we could come down and get them not to mention the passcode was never given until it was asked for. ❌The place is nice in the atrium but our “premium room” had a very worn love seat in it w/ 3 seat cushions and only 1 back cushion, ❌the closet smelled like old cigarettes, ❌the shower door didn’t close all the way so water was all over the floor and ❌the lamp in the living room area didn't work. Upon checking the outlet noticed a prong stuck in one of them which could shock you or worst. ❌Ice machine didn’t work. ❌Happy hour was not happy at all the bartender only made 3 drinks and sodas count as one of your 2 happy hour drinks a day. ❌❌❌ The breakfast staff was grumpy and irritated. Since there are no signs posted on times front desk gave one time and the staff said something else. Then when he was done (according to his time) he turned off the lights and told the people he was done cooking so they didn’t get to order their omelets. The cooking staff were fighting while we were waiting for our omelets to be served. Pancakes, eggs and bacon were not replenished for the entire 3 hours once they were gone oh well 1 1/2 hrs in. ❌There were fruit flys all around the sliced fruit and the soda machines were broken like everything else in this place.

⭐️The good thing about this place was the pool and hot tub. They were indoors and working. Towels were refreshed often and if they weren’t there all you had to do was ask they were happy to help, they were the only ones who cared about the guests needs.

📝This front desk staff was friendly and not confrontational at all, they really just need training on how to welcome guest and read reservations and get things ready for them to take up with them if they are not in the room because they are expected when the website offers them. We have stayed at Embassy suites every year for the past 30 years, in different cities, and have never experienced a limit for happy hour, lack of prepared rooms with what is mentioned on the website and negative attitudes with guest especially during breakfast. This place doesn’t appreciate the choice we made to stay at their...

September 3, 2020

My family and I stayed at the Embassy Suites Dallas Near The Galleria in Dallas TX from August 26-28, 2020. We were evacuating from Houston, TX ahead of Hurricane Laura. First off, let me start off by saying that the Hotel gives a good first impression upon entry. The Lobby was clean and there are 2 real Swans that live at the hotel, children are really impressed with this. We were checked in by a very nice and welcoming young lady, unfortunately, I can't remember her name. I was assigned rooms 511 and 512, and here is where things went downhill. Upon entry into the rooms we noticed right way that both rooms were very very warm, the bathroom and toilet were not cleaned, and the bathtub did not drain when using the shower. As far as the air conditioner, we just assumed the air wasn't on prior to our check in and we just needed to give it some time to cool the room. Well, needless to say the rooms never cooled. We called the front desk to voice the above mentioned concerns and was informed that the lady at the front desk was the only one at the hotel, so there was no one there who could take a look at the air conditioner, but she could bring us one box fan. It was so HOT in the room that we took the fan. Needless to say we had a terrible HOT night. It was so unbearable we could not sleep. Needless to say my Elderly Mother, who just recently finished Chemotherapy treatment was miserable. The next morning we called the front desk to talk to the hotel manager AngieyB. When I started telling her about the major problems we were having with the rooms her first response was "those are our premium rooms, you shouldn't be having problems". I was really taken aback by her response because we have no reason to lie and we know heat when we feel it. And to add insult to injury she know about our problems because the lady that worked at night left her a letter detailing the events. She finally agreed to move us to rooms 214 and 217. Can you believe this rooms furniture was filthy! I didn't bother to mention it to the Hotel Manager because she already showed an unconcerned attitude, so why bother. The sofa in the living area was dirty, so was the chair table, and the pull out sofa mattress was repulsive. Before sitting on the sofa, we had to put towels down, and wipe down the whole room. (Also, remember we are living in the COIVD-19 era). There is more to say, but I am getting upset all over again just thinking about he treatment and the state of my hotel rooms. I am also attaching some pictures as evidence of the thing I talked about in...

We have stayed at this hotel many times since 2017 and have had good experiences. However, our last stay just recently was troublesome. I realize that the virus has decimated the hospitality industry as a whole and the struggles continue. They put us on the 'Platinum Floor" or 6th floor, presumably since we are Gold Honors members. This was not Platinum by any stretch. One of the bathrooms in our rooms had been upgraded so it was nice. The linens were clearly reaching the end of their useful lives but the beds were comfortable and the towels were newer and nice, the TV's were modern and the in-room Keurig coffee was good. The breakfast was good as expected but served in a Styrofoam container which is totally unnecessary and serves no purpose. It appeared that the owner/management still hadn't reached pre-covid standards expected of an upscale brand like Hilton and Embassy Suites. Only one elevator was operational. Our rooms were not cleaned or replenished during our stay and we had to request and or fetch coffee, linens for the pullout sofa, fresh towels etc. The plumbing drains did not drain in two rooms and we had AC noise in one and inadequate cooling in another. The public bathrooms and trash receptacles would be overflowing by evening and in the morning. Non-smoking on our floor was not enforced as the hallways always smelled like smoke. Staff allowed cars to park in undesignated spaces overnight in the front when there was ample parking surrounding the property making navigation more difficult for two of our elderly guests. They allowed a large graduation party to take place in one of the large meeting rooms without any regard for the guests in the hotel which created much of the trash problem. The hotel appeared to be understaffed which is understandable but the room rate was high compared to other surrounding hotels including the Hyatt Regency and the full-service Hilton. Hopefully, once the traveling world gets back to normal, then the owners can afford to improve service and resume maintenance. It was not what I've come to expect from a Hilton flag nor did it meet our expectations for an upscale hotel in one of the nicest parts of Houston. We will avoid this property in the future until...