Embassy Suites by Hilton Kansas City Olathe — Hotel in Olathe

HORRIBLE STAFF

JEREMY SHOULD NEVER WORK IN MANAGEMENT. EVER!!

I had two rooms reserved as I was in town for the weekend for a wedding. Both rooms were booked for different room lengths as I only needed one room for the day of the wedding and the other room for my personal accommodations for the nights I was staying in town. I was accused by the manager Jeremy of smoking weed in both of my rooms. He then proceeded to lie and harass me by saying that the Olathe PD and police dogs had searched both of my rooms, and my personal belongings and found paraphernalia and wanted to charge me a $250 smoking fee. I explained to the gentleman that no one had smoked in either room. He insisted that someone had. Well I had explained to the gentleman that no one couldn’t have possibly checked my room because I wasn’t checked out yet and my bags/luggage was still in my room. When I got back to the hotel to officially check out of my room and remove my belongings, I asked to speak with the manager Jeremy and the lady at the front counter called him several times and he refused to show. She finally got him on the line and I guess he explained to the young lady what to say to me. So after conversing with her for about 10-15 and getting absolutely nowhere, I simply asked for someone of the management staff’s business card because she stated that all of management would be in the following morning. She refused to give me their business card or information or even a phone number so I could speak to someone about the matter at hand and get it resolved. I asked if someone could go up to my room with me to do a walk through so I’m not accused a second time of my room smelling like smoke and she refused. The entire time I was cooperative and trying to rectify the matter peacefully because I was being falsely accused. And this incident happened the day AFTER i had checked out. So I felt very ambushed. I proceeded to ask for a manager because the young lady at the front desk was no assistance at all and continued to lie to me about the cops searching my belongings and rooms with police dogs. She called Jeremy again and he got on the phone asking what he could do for me as if he didn’t already know the situation at hand. I asked if he and I could speak one on one to get to the bottom of this matter and he refused to cooperate. He stated there was nothing to talk about other than to pay the $250 smoking fee or else he would call the cops and let them handle it. After that last threat from Jeremy, this so called Manager of Embassy Suites of Olathe/Kansas City, I kindly disconnected the phone, I handed the young at the front desk back her cell phone (because I guess apparently Hilton employees are allowed to handle customer relations/service issues on their personal phones) and I began my trip back home. I would NEVER stay at this property ever again. Or any Hilton for that matter. I spend quite a bit of time in the city for work/business as well. My credit card was authorized without my consent. I was harassed, lied to, and falsely accused. And my Hilton Honors Reward Account will be getting cancelled. This is the absolute worst service I’ve ever received from any establishment, especially from any Hilton subsidiary in the country. I’ve never been treated so poorly. Especially by a company who advertise and stand behind the mission of putting their customers first and valuing their business and experience. Judging by my hotel experience last weekend, I am a firm disbeliever...

I stayed at the Embassy Suites Olathe the nights of June 16 & 17, 2022. I was there to officiate at a wedding and my room had been reserved by the groom's father. When I checked in, even though the groom's family was to pay for my room, the lady at the desk asked for a credit card, and this is a quote, "Just for incidentals." I gave her my card. When we checked out on Saturday morning, June 18th, the man behind the desk asked if we wanted a printed receipt or just emailed. I said we aren't paying for the room so we don't need a receipt. Imagine my surprise when I was checking my credit card online on June 23rd and saw that I had been charged for the two nights stay. I called the hotel that morning. The woman who spoke to me on the phone said there was no record or note that anyone besides me would pay for the room. She truly acted like she wasn't interested in trying to help at all. So, I contacted the groom's father who had reserved the room. He said he paid for the room and would take care of it. A week later I checked my credit card online and found that one night's charge had been removed but one still remained on my card. How hard is it with Hilton's properties to correct billing? Who changed my credit card from "just for incidentals" to charging for the room when the groom's family reserved and intended to pay for the room? The hotel was ok, the breakfast was good but the customer service get a zero from me. No excuse for not caring about rectifying the situation.

Update: I did as instructed in the "reply from owner" and sent my contact information to the email address provided. I did that on Monday, July 18. It is now ten days later, Thursday, July 28. And the response from Embassy Suites has been.......crickets. No one from Embassy Suites has contacted me. Seems to me there is no desire whatsoever from Embassy Suites to take care of this billing error. Again, zero for "customer service."

Update No 2: Today is August 8th. It has now been THREE WEEKS since I sent my contact info to Embassy Suites so they could contact me and resolve the billing issue and still, NO ONE has contacted me. Shameful.

Final update: August 12th. No one from Embassy Suites ever contacted me (no surprise) but I did file a dispute with my credit card company and they ruled in my favor, did chargeback. There will be no Hilton-branded lodging...

How to ruin your once-in-a-lifetime wedding reception experience? Have your reception at the Embassy Suites! My husband and I searched for the perfect indoor venue to host our reception, and immediately fell in love with this venue because it was new, modern, and had good reviews. We trusted the venue, so we decided to cater from them as well. We had met numerous times and exchanged numerous emails with their sales rep, Molly, to make sure everything went perfect for our wedding. It was a bit of a struggle deciding on the food choices as half the menu options had pork, which we do not eat due to religious reasons. Yet as many of our married friends experienced before us with other venues, the venue can always accommodate. We chose a chicken item that included prosciutto as one of the stuffed ingredients to taste. PRIOR to our food tasting, we had emailed Molly that we cannot have pork or alcohol served during both the tasting and the reception. Again, DURING the tasting, we asked Molly if anything we were trying had pork or alcohol, reminding her that we cannot eat these items. We were assured that the food we were tasting did not have pork or alcohol. Under the impression that Molly took diligent note of this, we chose the stuffed chicken to be served at our reception. Both the written and verbal warnings went over her head, as she failed to communicate this to the kitchen. As you can imagine, we were SHOCKED and absolutely EMBARRASSED as our dinner during the reception was served, chicken stuffed with prosciutto. Hundreds of guests' religious sanctions were violated, and we had to humiliatingly stop our guests from having their meals due to the venue's MAJOR error. The venue management team scrambled to solve the problem, which ended up being a buffet-style setting served an hour after our initial scheduled dinner time. This threw off our reception schedule, violated our contract agreement, and some guests left hungry as there was not enough food served. On top of all of that, we spent weeks trying to come to an agreement with the venue following the incident, and all they could offer was one free night stay at their hotel... as if I would EVER step foot in there again and be reminded of...