Embassy Suites by Hilton Montgomery Hotel & Conference Center — Hotel in Montgomery

Warning - this review is long and detailed because wow this place is bad. For a 3 star hotel, I went in with zero expectations, but wow. This establishment should not cost hundreds per night.

Ok the breakdown...

Pros: The lobby is nice and updated Every staff member I interacted with was nice Location is great. Walking distance to the riverboat and museum They have a breakfast buffet which is helpful when traveling with the kiddos

Cons: The lobby may have been updated but rooms haven’t been touched in decades.

Bedding. Upon arrival there were stains on the duvet sheets (yes sheet, not a duvet cover) on both of our beds. I called to have them change the bedding before we even unpacked and the person who arrived said “ooooo yea, they’re dirty” and quickly swapped them out. However once we actually used the beds, we realized the bedding is kind of funky. It’s really a duvet sheet laid on top of some thin insert and scratchy blanket? Fine, idc how you create the illusion of a comforter, my problem was that all of those layers were constantly exposed. My kids kept accidentally getting under the duvet sheet to that gross insert blanket portion while trying to find the sheet, and I just had constant nightmares of what microscopic decades old germs were now swarming all over them.

Curtains. Brown stains on the white sheer curtains. Don’t even want to know what that was.

Housekeeping. We asked for towels for the 4 of us on Saturday night and early Sunday morning. Both times no one showed up. I mean nothing at all. Wild. Housekeeping did appear on Saturday day I guess, but apparently just threw the duvet sheet back to the top of the bed. Nothing was tucked in, the pillows were still sort of in disarray. I actually thought it was a prank my husband was pulling on me and they just hadn’t arrived yet. But alas, the joke was on me.

Fan. Exceptionally loud. We were screaming over the noise all weekend, but the room was too hot without the AC and too mildewy/cigaretty smelling without the fan going. We made it work.

Bathroom. It's just a bathroom - no expectations there yet somehow they still disappointed me. There was no ventilation so everything was steamy forever after a shower (ok fine), the lighting was poor (I can deal with that), but what really got me is that the shower curtain had some black stuff on it along with the previous tenant’s hair. We basically just soaped/hosed down our toddlers while they stood up and got them out of there pronto.

The carpet. I'll start out by saying that we bring slides or slippers for the kids on every trip, however, they're kids so sometimes they run around in their socks too. While our schedule was jam packed and we weren't often in the room, for the little bit of time we were there, the carpet turned my kids socks black. Did not expect the carpet to be pristine, I mean it’s a hotel for goodness sake, but black socks daily for very minimal walking around! Disgusting.

The food. While having a buffet is nice, especially for the kids, the silverware was dirty. Sunday morning there was literally not 1 fork in the place for a solid 5 minutes, and while I waited, I picked up 5 knives back to back and they all had crud on them. I was (embarrassingly) holding up the line just trying to find basic silverware WITHOUT old food remnants on them. Perhaps the dishwasher was on the fritz - who knows.

Check-in/Check-out. Front desk was nice but they had no luggage carts available at check-in or check-out. Not a huge deal, stuff happens and the hotel was packed, but it caused for a bit of a struggle for us. The problem I really have is that we’ve been home for almost a week now and still haven’t been sent a folio. Since their systems were down when we checked out, they said they’d email us soon with the official checkout folio but still nothing. We were charged, but what exactly were we charged for? The world may never know.

I say all this to say it’s overpriced for what you get and maybe try a different hotel on your next trip...

Went with group for a retreat over the summer and had a terrible experience. Afterwards we reached out to all staff that assisted us in the initial reservations, 2 managers that were on site during all incidents and the GM. Sadly we were dismissed but given the level of service - not surprised.

Here were our issues:

Delayed Check-in and Poor Service: Upon arrival at the designated check in time, only 4 rooms for our group of 22 were ready, resulting in a 90-minute delay. When the front desk agent and our group members tried speaking with the cleaning staff, they were disrespected and dismissed. This setback was disappointing, incredibly inconvenient, and set a negative tone for the rest of our stay because the group now had to rush to make it in time for our scheduled evening activity.

Unsanitary Conditions: The most egregious issues began once we were finally granted access to our rooms. At least 2 rooms were unequivocally unclean, a shocking discovery that immediately raised concerns about your hotel's hygiene standards. We discovered hairs and old food in rooms, further cementing the impression of a poorly maintained and unhygienic environment.

Safety Concerns: Beyond the issues of cleanliness, the group’s safety and peace of mind were severely disturbed as one of our participants had gunshots come through her window while she was in bed–an absolutely terrifying event. Despite our requests for a room change to ensure her safety, your staff denied accommodation. Additionally, another participant witnessed a domestic violence dispute on the premises and called the front desk twice for assistance with no response.

Bed Bug Infestation: To compound these already appalling circumstances, the morning after our stay, another participant informed our team that she discovered bed bugs in her room. She went to the front desk to report being bitten and asked for a room change and your front desk again denied requests for accommodations. This is a serious public health concern and indicates a severe lapse in your hotel's pest control protocols. Our group is now concerned about potential infestations in their own belongings.

Avoid the headache. Book...

Stood in line the second time for over 30min, watching the only woman at the desk being rude to every customer. Another woman cut the line with her small child and proceeded to have a conversation with the rude desk attendant. Turns out that woman worked there too. When I got to the desk I was sent to the back of the line because my wife was not with me, she was busy consoling our daughters under the age of 2 because it had been 2 hours from our first visit to the counter when we checked in and gave my credit card information but the room was not ready yet. After waiting for another hour in line we finally got our room. The room was ok, but if you tried to use hot water the back pressure caused loud banging noises. We had to take cold showers as not to wake up our 6month old. When I went to get my bags from the car, I could hear the staff complaining about all the guests they had just been so rude to. The next morning we went to get the complementary breakfast, while pushing a stroller I approached the coffee machine, but an employee shoved in front of me, even though I was about 2ft from the machine and reaching my cup outward, he did not care at all. His coffee was clearly important enough to shove me and my daughter aside. I finally got my coffee and made a plate of breakfast. Sat down at a table with my family and found a hair in the eggs on my first bite. Walk to a trash can and almost puked. As a military veteran, I have been to many, many hotels and have never given a bad review. This was beyond terrible and it was clear that the staff hates their customers and their jobs. I wish I would have filmed the wait for our room, the way that employee treated people was as disgusting as the hair I almost ate. I’m not sure if this is a reflection of the poor management or the quality of people they hire, but I will never stay in this hotel again. You should all be ashamed of yourselves, but the people I interacted with seemed beyond the ability to have shame. Also, I’ve been reading your 5star reviews, they are clearly fake. Just read them for yourself to see the clearly...