Embassy Suites by Hilton Destin Miramar Beach — Hotel in Miramar Beach

My family has stayed at Embassy Suites in Miramar Beach many times over the past 15 years or so. Up till now, we have had no complaints and have made it our hotel of choice when visiting Miramar Beach. .However, I must say that I am disappointed in the decline in this hotel. First and worst of all was the cleaning service. The only way I could tell that a 'cleaner' had been to my room was that the beds were made and there were some fresh towels. The room was not tidied up. Coffee and creamers were not replaced nor were we given more coffee cups. Glasses were not replaced nor were the dirty ones removed. Our sheets were never changed ( We were there seven days. Seven days of sandy beach going.) The table that we ate some meals on was not cleaned but left with crumbs and smears from food. Obviously, I don't bring cleaning supplies with me, so there was no way to clean up. I spoke with a lady behind the front desk asking her about the glasses in the the room. I told her we were not given clean ones. She said with a straight face that they don't put glasses in the room. I told her there were glasses in my room. She simply repeated that they don't put any glasses in the room. This was absurd. I told her I had glasses in the sink in my room right then. Her only suggestion was for me to go to the dining area and ask for or look for some glasses! Also, she told me I had to put the dirty sink glasses outside my room if I wanted them removed. ( I saw glasses on the carts of cleaning personnel there. ) I also asked when they changed the sheets. She said after four nights. ( Remember, we are going to the beach and it's really hard for there not to be some sand on your feet when you hop in bed. I can only imagine what it's like with little kids.). Well, they NEVER changed the sheets. I eventually spoke to a manager about the poor cleaning service. She gave me several soaps ( another thing that hadn't been replaced) and some coffee packs and creamers and Styrofoam cups. She said the manager of house cleaning would contact me. She never did. The day after I spoke with her, my room was better ( I even had new glasses! Tah-dah!) However, the follow day it was business as usual with all the same issues. Concerning the reception at night with drinks and snacks. The snacks were pretty bad. Stale chips and salsa. They used to have fruit and cheeses and other tasty snacks in the past. Also, the bartender was rather gruff and only smiled when she got her tip. She was super rude to a lady who was waiting for her husband to come down with her coupon that proves you can get the 'free' drinks. When the lady told her her husband was coming, the bartender looked past her and said loudly, 'Next!!'. On a positive note, the man and two ladies who made the omelettes in the morning were very friendly and the omelettes were always yummy. The fruit selection was skimpy , however. Only bananas or oranges. The staff for breakfast was very helpful and on top of things, so breakfast was a pleasant experience. The hotel was also quiet, at least on the fourth floor. I was put off by all the rental chairs and umbrellas on the beach. The message was VERY clear that if you wanted a view of the beach, you had to pay ( and it wasn't cheap) for their chairs. Rather obnoxious. In the past the chairs and umbrellas were only set up as someone rented them. Thankfully, the obtrusive chairs and umbrellas were taken down each evening so we could go finally have a view of the beach and water. The beach and water were gorgeous. The easy walk to the beach is a plus. Overall, we did enjoy our time because the beaches are unparalleled . It's just quite disappointing for the price that the hotel has sunk in...

I’m so sad to not give our stay 5 stars. This was our fifth visit, but it will be our last. This hotel has definitely gone downhill, but the prices continue to climb. The rooms are fine, but definitely showing their age. They’re clean and spacious and that’s important to us, but everything else about our stay can’t justify the high room rates we’re paying here anymore. Our biggest complaint was the beach situation. They advertise they have private beach access, and they do. But they now put 4 rows of umbrellas and chairs that you must pay for across the whole stretch. So now the only place to set up is behind those by the little hut and garbage cans. The small area of beach adjacent to it used to be available but the RV resort is now cracking down on Embassy Suites guests using it. This is understandable! We used to use it because it was at the bottom of our stair access and had no idea it wasn’t for our use because there were no signs, but now they have signs and an employee stopping you from being there. So if you don’t want to pay for a tiny spot with an umbrella and only 2 chairs for your family, you have to be really far back where it’s hotter and you can’t keep an eye on your stuff. Not what we pay for the hotel’s beach location for. The breakfast now was just ‘fine’. It used to be amazing. I know COVID is part of the reason for this, but it just doesn’t work as an excuse for everything that comes across more as a cost cutting situation. They couldn’t offer the omelette station (due to staff? space?), but they had ample staff using the area for cooking other things. They didn’t offer cut fresh fruit anymore (shared serving utensils were used in many other dishes, so the whole fruit argument doesn’t work). Other items were not offered - hot oatmeal and any toast or bagel or English muffins. And the evening reception used to be lively and fun. Now it’s very empty and very quiet. None of the usual snacks are available (yet breakfast buffet line can be offered so it really seems like a cost cutter for them and not a COVID concern). They did have some packaged nuts and pretzels, but they weren’t offered or displayed and we just happened to see one other person with them and then got some. The margaritas used to be great, but they tasted terrible and had no alcohol in them. They should just not offer the evening reception if they’re going to give watered down drinks and no snacks. We only went 2 out of our 4 nights because it was so disappointing. One of the washing machines timer is broken because it took 2.5 times the time the other machine did. The floors were dirty with spilled food and drinks not cleaned up. The gym was ok. The staff was all very friendly, with the exception of the manager who checked us in and seemed far from interested in doing his job. He didn’t welcome us as Diamond members. He didn’t give us our bottles of waters or snacks (I saw other guests get these on other days). He appeared annoyed to answer questions. Not a great welcome to one of our favorite vacation spots! There was no conditioner available (covid ordering difficulties, apparently). You can borrow a broom to sweep your room yourself. You can get clean towels and beach towels at the front desk. They appear to want to blame a lot of things on COVID but one of the bartenders told us that this year they’ve hit a dollar figure of revenue they’ve never made before. Staffing may be an issue, but it’s not an excuse for everything they’re declining to offer now. And it’s no excuse for not allowing your guests decent access to the beach they have paid...

This should and could have been a 4 or 5 star review, but unfortunately I cannot give that rating. On a positive note- the location is great, and the private beach is awesome. I also appreciate that their nightly managers reception runs from 4-8pm, which is significantly longer than most Embassy Suites. My room (448) was huge and well appointed. Now the issues: 1) the AC did not work properly my entire stay (leading to major issue forthcoming); 2) one of the three elevators is out of order and has apparently been so for an extended time. This is a safety issue and also leads to extended waits if you’re on an upper floor; 3) there were many flies in the atrium, especially around the breakfast area (gross). Now, I brought the AC issue to the attention of the front desk on the first morning, and they were going to have maintenance check it out. This interaction was at approximately 7:45am. When I returned from a business function around 3:30, I went to my room only to find the door propped open by the security latch and no one inside! All of my business equipment (laptop, etc.) and my personal effects were all in the room , with nothing missing thank goodness. I stay in hotels nearly 100 nights/year, and have never experienced such an egregious safety/security breach as this! I brought the matter to the attention of the Front Desk Supervisor (DJ) that evening, who essentially shrugged/laughed it off. I asked to speak directly with the General Manager, and was told this would happen the next day. In total, I stayed for 4 nights, and checked with DJ each and every night for an update, hearing a new excuse nightly for why nothing had happened yet. Finally on my last night, while I was waiting in the lobby for DoorDash, DJ approached me with an “offer” of some limited compensation for the issue, but no explanation as to how this happened or any other solution. I still was unable to speak with the General Manager even after 3 days of trying. Upon checking out the final morning, as I reviewed my folio, the limited compensation that I was offered was never applied- essentially he/they lied to me! I have since written to Hilton directly, and days later have still not received any response. Sadly, this is a good property, but these are serious issues and the lack of concern or follow through on the part of management causes me to caution others to be aware if they elect...