Embassy Suites by Hilton Palm Beach Gardens PGA Boulevard — Hotel in Palm Beach Gardens

We have stayed here a few times and had a negative experience with our recent stay. This was not a pleasant or stress-free stay.||We paid a premium for the Pure rooms - basically they have air filters and are supposedly top of the line. The extra fee is not small. ||When we arrived we found the bed had crumbs and body hair in the sheets. We asked for a new set of sheets and had to set it up. Annoying but we understand things can happen. ||The conditioner bottle in the shower was empty on arrival. I have curly hair so conditioner is important and it comes standard with the room. We asked the front desk to bring more on two occasions. No one ever did. We stayed three nights so they had time. We did get refills on towels and toilet paper if hubby went directly to the front desk. Phone calls to the front often went unanswered.||Staff neglected room service - on the third day we came by and beds weren't made and no one had been in the room. So we had to contact the receptionist, again, for more towels and toilet paper etc. This stuff should be standard and restocked daily. ||One night we ordered room service - two meals for my toddlers who were hungry after a busy day. No one answered the phone so after several calls, hubby went down to the front desk and ordered their food, and handed the employee a cash tip as a thanks for putting in the order. ||Well the kids went to bed hungry, asking about the meals that never came. We called the front and nobody responded, so hubby changes out of his pajamas and goes back down and it turns out the guy never put in the order - but he kept the cash my husband handed him as a tip for placing the order! Disgraceful. Theft really. ||We see later we have been charged on the credit card for the missing room service. Next two days husband was trying to reach Stephanie the manager - each day - calling at different hours to get a hold of her so we can get the charge removed - we get the runaround from front desk staff - she’ll be in at 8:30, the next day was told 10:30 and such and such - she never comes to the phone and is unreachable to guests - hubby has left polite messages and received no response - all we want is a reverse on the charge for the food service nobody put in and delivered. We paid a lot for this hotel room and the quality of service is non-existent. ||It should be noted the gentlemen who took the order, was so unconcerned by the entire event, when the receptionists helped me check on the food. He looked right at me and didn’t even say anything, just kinda shrugged and went back to cleaning the bar. Didn’t offer to return the tip or say sorry or anything. I was standing right there. The receptionist is the one who explained what happened. ||Had we known they were unable to fill the order we would have just popped over to Publix for the kids, but we waited over an hour on the hotel to do its job and at that point it was too late to do anything. ||On the last day I ask the person cleaning rooms if they have any extra conditioner - I get “no ingles” - I speak Spanish but at this point I figure they don't care and we are about to leave anyway. You won't get decent service even in the “premium” rooms. ||Oh yes and one note on the pool - the regular hotel pool is fine, but the small heated round pool at the back smelled strongly of raw sewage as soon as we stepped in - I thought it had to do with being near the bathrooms and maybe I was smelling something down the way, but nope there is an overwhelming stench of sewage coming from the water itself - like you're on top of poop. I was stunned, and got my kids out immediately. ||Guess when we get home we will be doing a charge back with the card company ourselves since the manager is dodging guests. My husband was very polite in voicemail messages but she didn't bother to reach out to us and I’m sure we’re not the only ones. When I worked as an office assistant I never ignored people who needed assistance. And I didn't make anywhere near a manager’s salary. ||We will no longer use this facility on future visits. ||Edit: the breakfast bar is still fine but they removed sausage and cottage cheese from the self-service menu. I think they are cost cutting. ||UPDATE: Finally got a call back, on Monday after we’ve left, from Christine who couldn’t refund the original amount from the two nights before “for reasons”, and basically said they would instead need to deduct the amount (plus the tip) from the total bill. This would be reflected in the final bill....

Well, I was going to give them a one star review, but I moved it up to a two due to the kindness of chef Kenny and the fact that the manager Michael came to talk to me towards the end of my stay. When I first walked into the hotel, I was very pleased with how beautiful the interior decor is. There is a beautiful fountain in the middle with a waterfall and a lovely bridge….It is very picturesque. My happiness ended there. My first issue was when I arrived to the hotel around 12:45. When I walked up to the counter, the lady, Denise, just looked at me in a very unfriendly manner, and they didn’t say anything. So I looked at her and waited on her to at least greet me and then finally she said can I help you…. Not hello. It was not kind. I told her yes, I would like to check in. She then proceeded to tell me that I had to wait 15 minutes or pay $25 to enter a room even after I told her I had a conference call. She would not let me check in 15 minutes early after she confirmed that there were definitely rooms that were readily available. It was mid-week and they were not sold out. I thought that was ridiculous, but since she refused, I sat down and waited for 15 minutes in the lobby across from her while she was standing there doing nothing.. then at 1:01 pm she checked me in and didn’t say thanks or have a good stay. I proceeded to my room where I found it to be satisfactory. My second issue was that within five minutes of being in the room a male knocked one time and opened the door before I could even respond. It was a little bit scary and offputting because I could have been undressed. He did apologize and left. My third issue was within five minutes a maid came knocking at the door multiple times in a row and very loudly. I had to stop my work to go to the door and I asked her how I could help and she said she was there to service the room. I told her I had just gotten in the room and did not need any service . Instead of her just leaving she was saying she had to check and looking at her paperwork and finally I said ma’am I just got here and I don’t need any service and she said OK sorry thanks. So that was two people knocking on the door and under 15 minutes. My next issue was the bartender. He was very unfriendly and did not smile or look like he was happy to be at work at all. He was moving very slow and it was a bit of a wait to get the drinks at happy hour. He wasn’t rude, but he just wasn’t friendly or welcoming at all. At this point, I’ve had four different encounters with employees and none of them were good. This property is a little older and you can tell clearly from the bathroom , but it was clean and spacious, which is what I love about embassy suites. It also had a great refrigerator that kept my food very cold. It also had a comfortable bed. The next morning when I went down for breakfast, I encountered a wonderful employee named Chef Kenny. Not only did he make me a wonderful custom omelette, but he smiled and greeted me warmly and treated me like he was happy to see me. And just to put a cherry on the top when he got ready to hand me my omelette he asked me my name and repeated it and said for me to have a wonderful day. After I finished eating my breakfast, I walked over to him to tell him thank you for being the first person that showed me kindness on this trip and when he found out, he asked me to speak with the manager. Michael, to let him know what the issues that were going on.. The manager was kind and told me that a new renovation will be occurring so I expect this property will be much better on my next visit. he apologized for the behavior of the other staff members and said that he would address it, but there was no resolution offered other than that for my stay. He did ask me to come back and I’m on the fence if I will visit this property again. I will note that it was a great location close to many different restaurants, cigar bars, and shopping...

The 1975 Suncoast High School 50 year reunion was a huge success thanks to the staff and management at this venue. We had our 40 year reunion here as well and came back because we were so impressed. James Romeo answered every e-mail we sent with lightning speed and attentive professionalism. He did a fabulous job guiding us through the options and choices within our budget. He made sure every detail of our contract was taken care of and went above and beyond in customer service. He is so friendly that it made the committee's job a true pleasure. *****After meeting with James on arrival we were introduced to *****Brian Hernandez. What an asset he is to this company!!!!!!! He was so helpful in seeing that our decor was in the best places and worked with us to make sure the people flowed beautifully during our event. He was there with us attending to our every need throughout our entire event and afterwards. We are getting older and he would assist us in various ways that made our job easier. Also, he is just a delightful person and such a pleasure to work with and get to know. I have to say when leaving after having a perfect event I felt I had left two friends. The care and attention to every detail was beyond anything I have experienced before. These two gentlemen are a treasure! ****Now to Kenny the chef...OH MY! The food was absolutely delicious! I have enjoyed buffets at many venues over my lifetime and this was the very best. The presentation was beautiful. More importantly, the sauces were divine and my steak was perfectly cooked and so tender. I can not tell you how many classmates approached me to rave about the food and how much they loved it. EVERYTHING was delicious! The desserts were fabulous! Speaking of the food...our Friday night meet and greet was enhanced by the personal attention of *Patricia. She went out of her way to meet me beforehand and introduce herself and compliment the decor. She also made it a point to pay attention to those talking outside the room on the breezeway to make sure they had something to eat as well. I tried all the hor d'oeuvres and they were delicious. Patricias friendly demeanor and smile made it a joy to work with her. Mark circulated through the room and was so helpful and took the time to speak to me personally. Needs were met without me having to ask. I think that is one of the things most appreciated in all the staff and managers...everyone took initiative and saw what was needed before I had to ask. In addition they often suggested things I had not thought of the make the event extra special. Although I did not go to the bar I heard *Adale did a great job serving our group. Many in our class spent time at the bar and had positive things to say. Hats off to **Denise as well for a great job. I can not say enough about this amazing staff and how hard they worked to make sure we had a lovely time. My classmates left this event with so many complements about the service, the food, the venue, the staff, James and Brian. The Embassy Suites of PBG had clean, comfortable rooms with everything that was needed. Bringing in all the decor with easy with convenient entries and carts. The elevators worked well even with the full house. The breakfast omelets were delicious and the other food choices just perfect. Thank you for making our reunion committee look good and for making our job easier in every way. On a scale of 1-5...I would have to give my...