Embassy Suites by Hilton Convention Center Las Vegas — Hotel in Paradise

We had stayed at this property as a family back in 2014 and had rave reviews after the stay and definitely looked forward to returning when the time and opportunity would allow. We decided to go back to Las Vegas Nevada again in Late March of this year and without question, booked a stay at the Embassy Suites Convention Center on Paradise Road in Las Vegas. After being there only a few hours, we had a different point of view of the property. Despite arriving early and requesting an early check in at around 10:00 am we were not checked in until after 5:00 pm. This is with the normal check in window of 2:00 pm to 4:00 pm. We were told the room they reserved for us was yet to be cleaned by the cleaning staff. While waiting, I was walking around the property I tried using some of the hand sanitizer dispensers only to find I could not find one that was filed and operable. We also noticed when desk staff was telling us our room was not ready; they were keeping busy with the light bulbs in a decorative display behind the desk instead of physically checking on our room and other potential issues. When checking in, the desk clerk informed me the room was ready all along; it was miscommunication from staff that kept them from clearing the room for check-in. After checking in we noticed an “out of order” sign on one of the two elevators directly in front of our room. This made for a very slow ascent and descent to and from the ground floor. (On a side note, our profile instructs hotel staff to not place our room door near an elevator or an ice machine). We then decided to get some ice. I went to the ice machine on the 11th floor (our floor) only to find an “out of order sign” posted on the ice maker. I then went to the 10th floor for ice only to notice the same sign on that ice machine. I immediately went to the 6th floor via the one of the two elevators on the opposite side of the hotel from our room, to find available ice. The two elevators on this side happened to be operable and more efficient, but unfortunately, we had to walk around the atrium to get to them. When I was downstairs later, I asked the desk clerk that checked us in when they planned to fix the broken elevator and her response was “I honestly don’t know”. When I was on the first floor, I went to the fitness center to see about filling a water bottle only to find out the water dispenser was not operable like the other items listed above. On our final full day in Las Vegas we decided to use the swimming pool. While doing so, we noticed the hot tub which was located outdoors did not have any water in it and had some vegetative debris, indicating it had not been in use for quite some time. The very next morning we went to our rental car which was parked on hotel property only to find a note from hotel security stating that we were at risk of being towed since we did not have a parking pass displayed. We didn’t even know one was required as we were not informed at check in. We had to go to the desk and show the note and after apologies, the front desk issued us a parking pass. There were many deficiencies with this property for the duration of our stay, and these are only the ones we noticed. This is not representative of a properly run Hilton Property or of the Hilton Brand, at least not like it had been previously run eleven years ago. If there were issues ahead of time, it would have been nice to know if advance and a discounted rate should have been offered to offset these issues. It is fairly obvious this property has changed ownership in the last eleven years and due to its age it is probably marked for replacement in its entirety. As such, the current owner appears to be “bleeding it out”. We will definitely be looking for another property to stay at the next time we visit the Las Vegas Nevada area and this may not be exclusive to the...

I am completely blown away by this hotel's lack of customer service. When I checked in, the front desk person, Raquel, was very kind and unique. She checked me in, and because of my diamond status, she upgraded my room. When I opened and walked into the room, it was sweltering. I quickly turned on the air conditioner, set it to a comfortable temperature, and left it in automatic mode. My visit was to rest and relax due to a hefty work week in Las Vegas. The air conditioner started malfunctioning overnight. It would turn on when it was frigid. Then the heat would turn on and make it extremely hot. I called the front desk simply because I did not accomplish what I came here for. I asked if there was anything we could do, and Raquel took care of half of the cost of the room and removed it. Once again, I repeat, she was very kind and very customer service-oriented. Throughout the day, as I worked in Las Vegas, it sat in the back of my mind I paid for the room, which was utterly not accomplishing my goal. I felt I wasted my money. I called and asked for a general manager. Cristine told me that there was no GM. She stated she was the manager on duty. I explained to her what had occurred with the room and requested a refund or a comp night to accomplish my goal of getting some rest. From the initiation of the conversation, Christine was defensive and aggressive. She would interrupt and talk over me when I attempted to explain myself. I asked her to please allow me to speak and finish my sentence. She proceeded to talk over me. She behaved in a very unpolite manner, totally and completely lacking professionalism. Towards the end of the conversation, I became upset when she would not allow me to speak and explain, and I raised my voice. She proceeded to hang up. When she hung up, I knew I wouldn’t get anywhere with her, so I called the customer service diamond desk. I explained the situation, and they were very empathetic and apologetic. They offered to comp and gave me points for a night in points. I ended up booking the same hotel once again. Upon my arrival, I was received by a Front Desk representative named Frankie. She started kind and professional. Christina walked by, and I said I preferred not to deal with her tonight. The young lady said no problem. She offered to upgrade her room. As she rekeyed the room, I went out to my car to get something when I returned. Both Christina and Frankie were talking about me. I asked him if that was unnecessary and if we could please get me checked into my room. Frankie started to scold me as if I was a child. I let it go and came to my room. I had two comp drinks given to me as a diamond member. I got a soda, and they said it was over at 7 p.m. I returned to the front desk, and Frankie again started treating me like a child and scolding me, stating I was only there for free stuff. She called me a loser. She called me a freeloader when my question was simply in Lou about the four free drinks that they offered at the bar. I wanted one soda from the market at the hotel. She says you can pay for it but aren’t getting it for free with an appalling attitude. She threatened to call the police and get me evicted because I would not allow her to talk rudely to me. Christine and Frankie showed complete unprofessionalism and a lack of customer service skills. I could never, with a good conscience, recommend this hotel. I know that I will never return. The story has much more, and I will...

Like what someone else has mentioned...we had driven 4 hours only to find out that our reservation was canceled and no contact was made. We booked through Expedia and they did not tell them our reservation was canceled either. The front desk said that their manager is known for canceling reservations which makes NO SENSE. Luckily, it was the tail-end of a convention week and rooms were available. The front desk rep, was very nice and broke down the NEW invoice since the original one was canceled. We PARTICULARLY decided to stay at this hotel because they are one of the very few hotels that accepted cats and it was close to the Sphere. (Walking distance 10-15mins)

Let's break it down:

PARKING: They have valet and self parking. We got self parking, you use your room key to get in on the left side of the building. Plenty of parking available. Exit is on the opposite side. While it's not gated or secure, our car was fine.

ROOM: I asked for a room that faced the Sphere, they honored that and we were on the 5th floor. The room itself is quite old but we did like how dark it can get inside if you need to nap during the day. TV and channels were updated (somewhat), bed was comfortable. The sliding door to the balcony wouldn't lock but they did provide a piece of wood to lock it/hold the door closed (LOL). The smell in the room was awful, I'm pretty sure they gave us a smoking room. The moment we got in, one of my cats started making nasal noises. Let's just say we decided to stay and lived with it since we needed to head out to our event. As for the our cats, they're well behaved and didn't't have any issues with them. They did enjoy laying by the sliding door since they like the warmth from the sun. Felt a bit uneasy when housekeeping kept knocking on the door even if I had the do not disturb sign on. What if we were eating breakfast downstairs? They come in and leave the door open, our cats would have sneaked out!

BREAKFAST: Free for two and it wasn't bad. Just be mindful of the service times since it differs for weekday and weekends. (I think) You basically get on line first if you want bacon and your custom Egg Omelet. If not, you can just grab what they have available ready to eat. Pancakes, waffles, scrambled eggs, sausages, cereal, muffins, fruits and drinks. Plenty of seating.

BAR and RESTAURANT: We had some complimentary drinks but we never got to use it.

SAFETY: Seems like anyone can just come in and use the elevators but I didn't particularly feel unsafe. At least not during this stay. In t terms of the neighborhood, it was a little scary walking to the Sphere at night since it was just me and my wife but heading back to the hotel after the show, we had a larger group of people walking in the same direction. We did take an uber to the Venetian one night and the Uber driver told us particularly to not walk in that area since it can be quite dangerous. Will def. keep that in mind and I do agree.

CHECKOUT: Quick and simple. Make sure to keep your keycard to exit the parking lot.

OTHER: They have an area where you can buy snacks and beverages by the entrance but the prices are insane. Might swell walk to the McDonalds or 7/11 near by. (during the day)

OVERALL: Not a terrible stay but it can always be better. We've stayed in the nicer hotels in Vegas and many similar hotels like this one across California....