Embassy Suites by Hilton Huntsville — Hotel in Huntsville

I took my daughters to a dance competition that was being hosted in the attached VBC convention center. My trip was plagued with horrible yet avoidable disservice by the Embassy staff. That said, Jordan, one of the managers and another lady who I spoke to on my way out were extremely nice. However, Hotel Guest Services, generally, seemed to sweep issues under the rug.

I arrived on Thursday, June 19 to stay until the following Sunday. My first night, we had no AC. The room was hot/humid/musty. I tried to call guest services. The phone didn't work. I talk to guest services and they try to fix the AC but the maintenance tech mentioned that the AC/chiller for all X32 rooms was not working right. Apparantly, I was not the first one with this issue. He replaces some parts and the thermostat and I'm supposedly good to go. I was not.

I go to guest services again about the AC issues and they are out of rooms. They could move me the following day.

The next day, I move rooms. The new room's toilet leaked from the bottom. With each flush came human waste oozing and leaking onto the floor. I go down to guest services again (they didn't answer the phone) and was told they would get it fixed. They caulked around the edge of the toilet (band-aid on bullet wound). We waited for the caulk to dry, unable to use our bathroom and forced to use one of the two working elevators (one was out most of the trip). Later that night we are able to use our bathroom again. It leaked.

The next day, back to guest services about this issue, 3-4 times. Each time, I was met with promises of addressing the issues (they still didn't answer the phone from the room). They offered to move me again, but it was to the point where we were getting up the next day and would be doing another event from 5-9:30 PM at the conference center. Moving was no longer an option. At this point, we were forced to just wrap a towel around the toilet and pray for the best. It is worth noting here that I saw a post-it on the desk at guest services where someone had been placed in the prior X32 room I was in and there was a note the room had been changed for someone again. I guess they're just maxxing capacity to get the lodging and then spinning room as available or needed.

I do not feel this stay was met with the hospitality becoming of a hotel. I was there with my wife and three small children.

Ultimately, I expressed my displeasure with staff and they comp'd two of the nights. But, while that certainly rights the financial side of things to a large degree, that does not correct the issues and the fact they're still sticking people in unready/unsanitary/unsatisfactory rooms consistently.

I appreciate Jordan and the last manager's concern but the Guest Services people failed miserably. We felt like livestock herded around with minimum regard to the quality of our stay and concern of the comfort, safety, and well-being of our children.

I would...

Long Read- But Exceptional Service deserves Overflowing Praise! We encountered some of the best and most gracious customer service while attending the AME Church Northwest AL Conference at the Monroe St. SW, EMBASSY SUITES, HUNTSVILLE . Bailey (Front desk) couldn't honor our request for early check-in because they were fully booked the night before. The front desk staff was warm and patient, as I returned Multiple Times 😃attempting to get the first room available. Sometime later, Darius was able to check me in- and again showed the beautiful hospitality we've come to expect at Hilton properties! During breakfast and the evening reception the well-known Hilton Hospitality was ever present. Mr. Stanley on the Omlette Station made "BRICKS WITHOUT STRAW"! With only HALF the griddle workin, he serviced us all with a warm smile . EACH MORNING, we hoped the griddle was fully repaired- but unfortunatel, NOT! He continued his warm-hearted work with only Half A Griddle and poured out his beautiful smile with the omlette to make us all happy! With only Half A griddle, there was no space to make French Toast with powdered sugar. Mr. Stanley made up for that with his beautiful omlettes!

Ms. Annette Breakfast Supervisor; Lewis; and the other young black man at breakfast were continually cleaning the tables and removing dishes from the tables for guests who'd forgotten to clean up after themselves. These hospitality conscious workers were all so warm-hearted and efficient that they anticipated needs and often removed dishes before we had time to walk to the dish bins, as intended. Ms. Annette was just my life saver! She graciously gathered Herbal Tea, Raw Sugar and lemons to help my throat - sinus drainage issues!

I MUST also mention Danielle! She came to our room (726) to help with the Keurig. It wasn't working so she brought another one. Unfortunately, we couldn't get into work either. I apologized and explained I needed the machine to make hot tea for my throat. Danielle was determined to find a solution for my needs! She went downstairs for a working machine and gathered more herbal tea and the works! She didn't leave us until she was sure it was working! Danielle kept saying that she had a machine at home and she knew the others weren't working, so again.... we saw Hilton HOSPITALITY, in ACTION!🥰

Thank you for such an excellent group of hotel staff!

We've been Hilton Honors Members for over a decade and began trying to exclusively use Embassy Suites SINCE APRIL 2024 (Our stays have been in OKC, OK; Houston, TX; & Montgomery, AL). #EmbassySuites❤️

Tne HSV Embassy Suites only has to improve their Evening Reception. It's the only property that served cheese & crackers and nuts. No Crudités, Tortilla Chips, Salsa, etc. Just disappointing!

With every other aspect of our stay being exceptional, we will stay here again,...

I very rarely leave a bad review, but it is necessary in this situation as this was not a good stay in any way. I arrived only to be told that I would have to spend the first night of my stay at a hotel 15 minutes away. This is the second consecutive stay at this Embassy Suites that I have had to spend the first night of my stay at another hotel. Clearly, Hilton intentionally overbooks with little regard to customer experience. Ironically, I was told that I would have been charged for a night had I not shown up. That is shocking as they would have been charging for a room that they could not have provided. That certainly feels unethical. To compound the situation, one of the front desk personnel responded to me with "it is what it is." That is quite a statement and a clear indication of how little regard management has for customer service. Unfortunately the service did not improve much once I was able to check in the next day. There was an apology, I was not charged for parking, and given a tray of snacks. While I appreciate these efforts, they rang a bit hollow given how I was treated the first night. I doubt that the manager, nor his staff, would appreciate it if their spouse or parent were treated in a like manner. As this was the second time in as many trips that I have been treated like this, then I can only conclude that Hilton does not care about customer service or customer experience. They have clearly indicated that they do not value me as a customer. While I understand that overbooking may happen sometimes, it appears to be an intentional and consistent with Hilton, or at least with this Embassy Suites. And they are oblivious to the impact it has on its guests. In fact, they seem to feel as if they are doing the guest whose reservation they are not honoring a favor by sending them across town. I strongly encourage any group hosting an event in Huntsville to avoid the Embassy Suites if you have any regard for your attendees. And any guest who wants to be assured their reservation will be honored, or who prefers to be treated with a modicum of respect, should book elsewhere. Had they acted like they cared even a little, I would have left no review rather than a negative one. But, given the overall poor customer service and that this was the second consecutive stay in which I was "walked", I felt I had no choice but to leave this frank review as a warning to other guests and as a plea to Embassy Suites to examine its practices with regard to booking and...