Embassy Suites by Hilton Noblesville Indianapolis Conference Center — Hotel in Noblesville

I am a HHonors Diamond member and I am sad to say the stay here ranks pretty high near the top of bad stays.

To be clear, the stay ranks badly not because of the circumstances out of the hotel's control but because of how the hotel has dealt with those circumstances.

Upon arrival around 2:30 we were told we cannot check in due to the computer systems being down. We were told that the systems hopefully will be back up by check in time after 4. We had a destination to go to at that time so we did not return till the evening time, along with a whole group of arrivals. Since the computer systems were still down, manual check in process was initiated. This process took hours.

Without making the story too long, here are the problems experienced: the manual check in could have been initiated earlier. The hotel was aware of a large group coming in but chose to wait the manual process was not on first come, first serve basis for some reason the membership status was never recognized after turning in our paperwork we were told to go to open bar. After sending the drink, the bartender angrily informed me it is not an open bar, and that the beverage of choice would not be part of the managers reception either (the drink was a draft IPA) next day, even after the system started working, the kids would get locked out of the rooms because the hotel would not give them the key card (because other than verbally, they could not prove their identity. on the last day we tried to arrange the late checkout and on multiple occasions we were told the wrong checkout times. We had to insist on the clerk to check our account over and over for them to agree that we are entitled to extra hour, based on our membership level. we agreed to purchase late checkout. Despite our account being verified over and over, we were given a price based on a standard rate, rather than that based on our rate. We had to I sist on the clerk verifying and changing that.

Not once were we offered anything for these issues. Because of the situation, we understand we were not the only ones that the staff had to deal with, but no one reached out to us afterwords either. It is typical for the hotel to send a Hilton survey. We did not receive one and it almost seems to be deliberate.

The group we were with experienced other issues. On multiple occasions we were told one thing, only to be told another later. AR one point one of the group members was threatened with police, even though she was not aggressive. At least one group member reported afterwords of being charged an extra day

Individual staff tried to stay pleasant but the customer service and clear communication was obviously lacking.

While the location of the hotel allows for quick bite, easy access, and location was near the venue where our event was taking place, we doubt this will be the hotel of choice...

I was told upon initial booking, again with a follow up call where I was contacted by the hotel, and thirdly the evening of my first check in that having two reservations back to back (the only difference being the funding source) that it would be no problem staying in the same room both days. But it was not a seamless transfer! When coming back to the room for the second day I could not get in and had to be "checked in" again and receive a different and valid mag key. I also got locked out the next morning, went down for breakfast and a session at the gym. Got back to my room at 9am well in enough time to get ready and pack up for 11a check out and my key, yet again, flashed yellow denying me access. Went downstairs to get a replacement key and ask why I was locked out, received the response that the keys just do that sometimes. When I went back up to try the third replacement key of my stay that wouldn't work either, and I had to be let in by a staff member. The whole situation seriously cut into my time that I had left in the room and left me feeling extremely annoyed. I also had to ask for a trash can for my room due to there being none. I asked some others if they had trashcans in their room and was told by one person had three in hers. The shower could have been cleaner... Overall I was expecting a better time than what I experienced. The only upside that stood out to me from my stay would be that the food was good and the two hour happy hour special is a nice touch. Stayed an extra day after my conference for a hopeful relaxing experience, but sadly that wasn't much the case. I would also recommend bringing ear plugs it was hard for me to get to sleep the second night due to there being a concert nearby and the hallway noise that came later on. I replied this exact comment in a survey the hotel sent out after my stay. No one has replied to me from that correspondence. At the end of the hotel survey it gave me an option to also write a review on trip advisor (which I did, without this much detail), someone from the hotel did respond to that one... I guess no one reads the responses from the actual survey they send out? But they read and reply to the ones on trip advisor? Talk about trying to save face with no actual follow up.... don't waste your time on the customer...

I stayed here for 4 nights for a company trip. I get there to check in and they tell me i have to pay 700 and some odd change for the 4 nights. I told them the company is paying for it and they told me there was no card on file. My first thought is "how do you book 4 days without paying ahead of time for the reservation?" anyway....... told them call my company and they handed me my room keys without giving them my card and i went to the room. i come back down to the lobby to have dinner and a few drinks at the bar. I pay my tab and head back to the room. I woke up the next morning to find that they had charged a 30 dollar incedentals fee to my account, and its fine except i only used my card at the bar. The bartender had no idea what room i was in cause i never told him. so i talk to the GM and he says it will be returned upon checkout. So i says alright cool. I go to check out friday morning and after that i check my account again. The fee was put back on my account and i was smooth. I go back to town (Lafayette) stop by a gas station and my card declines. So i head up the road cause it didnt make sense and stopped to get something to eat before i went to another gas station. And what do you know? Card declines again, so i go to check my account and they charge me the full amount for the hotel stay putting me in some real decent financial struggle. I call them on saturday and they tell me theres nothing they can do until monday morning because the accountant is on vacation or something. So i call my boss he gets ahold of them 2 different times and they tell him they are "trying" to get someone in to refund my account. Monday rolls around still nothing i call . My bosses call and you cant even get ahold of the accountant it goes to voicemail and they dont even return the call. We email the accountant. Finally get an answer and they tell me they fixed it monday morning. ive still yet to receive my refund or any status on the refund. Still struggling. Very nice looking hotel nice rooms, and the bartenders and servers are great. Front desk, has no idea what the hell they are doing and the manager and accountant were hardly any help to my situation. id rather stay at the holiday in...