Embassy Suites by Hilton Alpharetta Halcyon — Hotel in Milton

I am writing to express my deep disappointment and frustration with the recent experience I had at the Embassy Suites Alpharetta Halcyon on July 9th and July 10th. As a loyal Hilton Diamond Member, I expected a higher level of service, attention to detail, and effective communication, which unfortunately were sorely lacking during my stay.

On July 9th, my mother and I requested housekeeping service for our room. We encountered a housekeeper in the hallway and reiterated our need for room service. The housekeeper acknowledged our request, but upon returning to our room, we discovered that it had not been serviced. This was highly distressing as we had specifically made our needs known, and we expected prompt and efficient service.

To address this issue, we immediately approached Mr. Charles Holmes, who was kind enough to apologize for the inconvenience. While he provided us with towels, washcloths, and a large bag for our trash, it did not compensate for the fact that our room was left unattended. Moreover, during our conversation with Mr. Holmes, we informed him of our need to extend our checkout by one day, to which he confirmed and assured us he would update the system accordingly.

However, on July 10th, at approximately 1:45 pm, we received a phone call from Ms. Amesha, who abruptly informed us that we needed to vacate our room. This was extremely perplexing and inconveniencing as we had already extended our reservation and made it clear to Mr. Holmes. Ms. Amesha claimed to have received the information but stated that my 74-year-old mother and I had to leave in less than 45 minutes. We explained the miscommunication and our need for additional time, to which she reluctantly extended our checkout by a mere 30 minutes.

As a result of this profound miscommunication and the subsequent lack of proper service, my 74-year-old mother and I found ourselves in a distressing situation. We were effectively rendered temporarily homeless due to the hotel's failure to ensure the accuracy of our reservation and communicate it effectively among its staff members. Such treatment is unacceptable, particularly from a hotel of Hilton's reputation and caliber.

As a long-standing Hilton Diamond Member, I have come to expect and appreciate the exceptional service and attention to detail that the Hilton brand is known for. However, the experience at Embassy Suites Alpharetta Halcyon has severely tarnished my perception of Hilton. I am deeply disappointed by the poor service, miscommunication, and the subsequent inconvenience and distress caused to my elderly mother and me.

Most frustratingly, Mr. Egan, the General Manager hasn’t responded to my emails above...

BEWARE

Security Breach!!!!!! CLEANING STAFF STEALING HOTEL GUEST NAMES TO ALLOW SCAMMERS TO GAIN ACCESS TO HOTEL GUESTS ROOM!!!!!

Security breach at this location!! Cleaning staff are stealing names and providing the name to scammers.

Saturday 8/30/25- A white male went to the hotel front desk to have a card made for our family members room. (We are not at the hotel- we left for a family event)The persons ID had my family members exact name and they wanted a key card for my family members room!! Yes this was caught by the amazing front desk staff. Front desk staff was suspicious due to the guy having 2 different ID’s with different names on him. He was surrounded by security and escorted off the premises. Our family was informed of this situation at approximately 9p that night when we arrived back to our hotel. Room cards were changed, but hotel was unable to accommodate a room change!! My family member was upset and uncomfortable after this situation.

Hilton staff did not follow Proper protocol, the police were not called and the Hilton security staff did not file a report! So when the next Hilton staff shift change occurred not one staff member knew what had occurred!! Unacceptable and very scary situation. The only people with access to hotel guest names is front desk and cleaning staff!! As this reservation was booked under a huge group and my family members name was not attached to anything until arrival at the hotel! There was a situation where my family member caught the cleaning lady in his room , after he just communicated on babble and told the cleaning lady no service is needed in room.

Please be aware!!! This person was a white male came into hotel with an ID with his picture and my family members name. They would have went up to the room and cleared it out, if this was not caught . We had a hugh family reunion and our family stayed at this hotel from all over the world. Very upsetting that your identity is not safe at a HILTON location.

This needs to be throughly investigated. Someone needs to be fired!! I will be contacting cooperate!

Front desk staff, valet staff, breakfast staff were very helpful and customer service was amazing!! But shame on you Hilton , you have not trained your front desk staff or security staff on proper protocols for security breach like the one that occurred!! Security may also be working with the cleaning ladies- as I was very suspicious of the one security guard- didn’t speak English and he was acting very suspicious on multiple occasions!! It was very strange and just felt off. Something is going on at this...

Disgusting and Disappointing - Embassy Suites Halcyon Has Gone Downhill

We’ve stayed at Embassy Suites Halcyon a few times and usually love it. It’s become a bit of a go-to for our family. But after this Mother’s Day weekend, I’m done.

We checked in Friday afternoon to a corner suite. Our daughters love having their own little space. It makes them feel grown up. But right off the bat, things started falling apart. First, the TV didn’t work. The remote was completely dead. We called the front desk, and someone came up to replace it. Not the end of the world, but come on, details like that shouldn’t get missed.

Then we pulled out the sofa bed, and it got gross. The fitted sheet was covered in crumbs, food, and trash. We did our best to clean it up, but as we made the bed, we kept finding more debris. Called the front desk again, and a guy came up to change the fitted sheet and give us fresh linens. Not ideal, but okay, we figured that would be the end of it.

Nope. Later that night, my daughter felt something crawling on her while lying on the same sofa bed. Naturally, she freaked out (as teenage girls do). I pulled out the cushions to see what was going on and found even more crumbs, wadded-up tissues, and - this is the kicker - a small bug right where her head had been. I’m no bug expert, but it was small, crawly, and absolutely not something you want in your bed.

We called the front desk again, and they offered to move us to a new room. So we waited for security to bring new keys, packed up all our stuff (again), and moved down the hall. Once we got settled, the girls wanted to shower and try to get some sleep, but guess what? No hot water. At that point, we were too tired to deal with it anymore. We debated leaving entirely but just couldn’t muster the energy.

The next morning at checkout, I explained all of this to the front desk. The response? “There’s nothing we can do since you prepaid.” They took our drink charges off the bill like that was supposed to make it better. Seriously? That’s how you handle dirty linens, bugs, and no hot water?

I tried to do the right thing and sent a private email to the General Manager before leaving a public review but no response. Guess they couldn’t care less.

We had reservations here for New Year’s Eve, but I canceled immediately. It’s clear Embassy Suites Halcyon just isn’t what it used to be. If you’re considering staying here, don't. Spend your money somewhere that actually cares about their guests and pays attention to...