Embassy Suites by Hilton Indianapolis Downtown — Hotel in Indianapolis

There was many challenges during our stay at the Embassy Suites. The first challenge entailed when I called to have all names added to the room, I requested a double. Understandable that it cannot be guaranteed, however, since it was 4 of us staying in the room, I then requested a rollaway bed if we could get the double. The employee, Andrea, stated she would make a note. When we checked in they stated there were no doubles only kings, which is okay, but unfortunately, it was at that time we found out the Embassy does not have roll-a-ways! This was very disappointing since we were there for the Delta Sigma Theta Sorority, Inc. convention and everything was sold out. If we had known that Embassy did not provide a rollaway, we would of made alternate plans. We were miserable with 2 people in the king and the unforgiving sofa bed. I was having severe muscle cramps and did not sleep well prior to a presentation I had on Tuesday morning. We had planned on switching but oh my, that’s when we found out that the Embassy provides cleaning services every 4th day unless requested. With our situation, we did request it, but needless to say, we came back after a long day in sessions and the room was NOT cleaned. We request sheets and towels from the front desk, which Wayne was amazing and had to clean and change our own sheets. Therefore, I tried to request that we change rooms due to the information that WAS NOT by embassy given when I called but we were told that there cannot be any changes to the block. Therefore, I made an additional reservation for a double outside the block. Later that evening I spoke with Mr. Smith and he guaranteed a double after I explained the situation. The first thing that morning on July 19, 2023, I spoke with Nicholas who was very pleasant but very clear that that the rooms had not been cleaned yet and he could not guarantee a double at any time. He also stated that no changes could be made outside the block. However, when I explained I made a separate reservation, he stated to check back after our morning meeting around 10a. I then checked back and they stated no doubles were available. I checked back 3 TIMES that day with no luck. One of our roommates ended up getting a room at another hotel for additional costs. The construction was scheduled at an inconvenient time. There were members with scooters that had to use the elevators, but because the escalators were shut down due to construction, it left the disabled with a longer wait time for the service elevators to get to where they had to go. The stairs were not ideal after being all day on our feet and walking on average 22, 000 steps a day. I’m not sure if this was shared at the time the contracts were being signed which I’m sure were a few years ago. Then when we finally got moved to a double room because the room block reservation had ended and we had another reservation since we were staying until Monday. We were getting ample rest, and then BAM the construction crew set off the fire alarm early morning on the day of checkout, Monday July 24, 2023. Trying to abide, we started our way to the staircase, and was discombobulated from being woke up so abruptly to only discover it was a false alarm.

Needless to say, of all the Embassy’s we have stayed, this was far the most unpleasant. Nicholas and Wayne were very pleasant despite the challenges. However, I will never be back...

Not impressed with this property at all. Was hoping to enjoy a nice weekend away celebrating 3 birthdays and our anniversary but there were far too many issues that made this stay short lived and a major disappointment.

Let’s first begin with the fact that this property is “still” undergoing renovations (3 years later apparently) so that means you guessed it - jacuzzi doesn’t work (not listed online, anywhere on property nor in the pool area). The pool area looked like a complete dungeon and was very unkept, the entire pool was metal and the entire pool area was covered with large puddles of water. The pool was also so cloudy that you couldn’t see anything. From other reviews this seems to happen often.

We spoke with a gentleman who travels here each year for the past 3 years and he stated the escalators never work and they’ve been working on the hotel ever since so you end up having to take the very cold service elevators to a floor that you have to walk all the way around to get to the front desk. By the way, someone has to come and control the elevator so you guessed again, you have to wait for them to let you up or down.

One of the reasons we chose this property was for the Jacuzzi and online it states its newly renovated, not undergoing renovations. Next, the room was a bit dirty but very modern and updated. However, because the design of the sinks they use, gunk gets inside of it and as we were brushing our teeth, what looked like booger’s and slime was coming out of the faucet.

We got in fairly late and ordered room service. The menu they gave us displayed a different price then what our receipt stated and they never gave us the drinks that was supposed to come with the 2 kids meals but charged us for a large drink we never ordered for I guess both of them to share. Doesn’t make sense... I ended up going down to the bar to get the issue resolved because after stating the price difference over the phone and the missing drinks, the employee disregarded the fact that we still hadn’t had drinks. Definitely not worth the service charge or 18% gratuity.

THEN, We check out to find that they double charged us for that $60 meal on the 1st night. Just annoyed all together with this hotel. I took the time out to write a very detailed review so that families looking to have a great experience know they may be met with issues. This hotel is for business/convention use but definitely not for families. Finish reservations please and make it known to guest what is to be expected before they arrive so that the experience is not...

Horrific experience! First of all, the tub wouldn't plug. It was a very stressful event weekend for me and my organization and I like to unplug by actually soaking in a nice bath. They attempted to fix it but it sill didn't work. I had to hold my foot on the plug to get the water to stay in the tub - not very relaxing! We also had event space there and that was not a great experience either. The rooms were not arranged according to the diagram so we had to wait for that to be corrected. We had a morning event and an evening event and at both events, they had tea bags out but no hot water so guests kept coming up to me bugging me about that. In the evening when I spoke to the manager, Barry, who was often no where to be found, he had snapped that my order didn't include hot tea. So my response was "why do you have the tea bags out then. It makes sense that you would either take the tea bags off the station or get hot water." This happened at BOTH events! How does that happen twice in a day?! Additionally, I had to send one of the servers away because her attitude was unbelievable. She was rolling her eyes and mean mugging guests. She didn't speak a lick of English so that didn't help. Last but not least, at the end of the night when the DJ was packing up his very large equipment, we requested a cart. They insisted we go to the front desk to get it ourselves. Once I got to the front desk, the security guard insisted I go down another floor to retrieve the cart out of the storage room. Never mind I'm in my heels and would now have to drag their raggedy carts up the service elevator and around to the conference rooms. When I asked why he couldn't bring it to us, he snapped "I'm not a bell-hop, I'm security"! The guests still present could hear him from the conference floor. It was so embarrassing and the night manager was no where on site when all of this was happening. I would never recommend anyone have an event or stay here. The only benefit to this hotel is that it is attached to the Indiana Roof Ballroom, which is where we were throwing our main gala fundraiser the evening before. But next year, we'll gladly walk across the street from another hotel that has their act together and knows how to provide good service. I would say that amongst all the horror, there were a few good apples that tried to make up for some of the mess. But when those people weren't on shift, all hell broke loose. I'm disgusted that I spent so much money at this hotel for literally the worst hospitality I've ever experienced. Don't walk, RUN to...