Embassy Suites by Hilton Walnut Creek — Hotel in Pleasant Hill

You have been warned. Long read but horror story. They will not refund your money after you don't stay in a room that still has vomit on the bed from the previous guests. The manager here is a liar and they have other employees identifying themselves as the manager.

We booked a suite (over $400) in advance and showed up at 5pm, mind you check ins at 4. Front desk says the room isn't ready it'll be 5 minutes. 30 minutes later they say our rooms ready. We go up to the room open the door and immediately smell the strong odor of vomit and cleaning solution coming heavily from the room but mainly the bathroom.

At first I'm like whatever, I'll just run the shower on hot for 10 mins and try and get rid of the smell. I get it people party, but then one of my kids says "Dad the beds wet", I go over to check, confirm it's wet and to my absolute disgust it smells like vomit!

I called the front desk to speak with a manager. An employee later comes in the room and I ask are you the manager to which she replies YES. I go over my complaint with her and she proceeds to deny the smell. I have her feel the bed and she denies it's wet. Only after I tell her she's wrong and to have her sit on the wet spot does she acknowledge it's wet. She lays out my options, have them change the sheets, change suites which will wake another hour because none of the other rooms our size have been cleaned yet, or get a refund. I tell her I'll let her know in 5 minutes.

I weigh my options, decide I don't want to wait another hour for a different room and I don't trust they'll actually clean it correctly after this first mishap so I decide on a refund.

I call the front desk and say "Hey, I just spoke with the manager and I'd like a refund for my room." She says I'm the manager and I didn't speak with you. I now go on to explain the situation to her and she comes up to the room. She examines the room and feels the bed confirms it's wet, but refuses to smell the wet spot (almost like she's been through this before). She agrees to give us a refund.

We grab our bags, go downstairs and the front desk said everything is taken care of and you'll be receiving the refund in 3 to 4 business days. Now the big problem, the 4 business days have passed and still no refund. Because we went through a third party vendor, they contact the front desk who says we checked in but no refund was issued. The front desk informed the vendor we stayed the whole night which is a complete lie (check the cameras) and there is no refund for the room.

Do not book this place unless you want to check in an hour and a half after you've started paying for the room, want to sleep on dirty vomit sheets that haven't been changed from the previous stay, want your kids to sit in vomit, and they to refuse to give your money back even though they said a REFUND has been issued. There is some serious quality control issues happening at this place from the product they're putting out to how complaints are being handled.

This incident took place on 12-30-23 and as of today 02-13-24 I have not heard from their area manager, they are still trying to deny my refund. LIARS at...

The Worst Hotel Experience – Shocked by How I Was Treated After a Valet Incident

I’ve stayed in many hotels, but this has been by far the most disappointing and upsetting experience – not just because of the incident with my car, but because of how both the hotel and their partnered valet company handled it.

On June 23rd around 6:50 PM, I handed over my car to the valet service. At that time, my Tesla showed no tire warning on the screen.

However, on June 24th around 12:30 PM, when the valet returned my car, the staff member Michael noticed that my right rear tire was completely flat. And there is a tire warning on screen. He was kind and professional – he even spotted a nail in the tire, helped me inflate it temporarily, and advised me to go to America’s Tire for a fix. I sincerely appreciate his help and calm response in this stressful situation.

I filed a claim following Michael’s instructions, reporting a nail incident.

To double-check the tire’s condition, I took a short drive nearby – only to find the tire went flat again, and now the right front tire also showed an alert. Michael then called his manager Andrew, saying he had more experience in handling such issues.

That’s when the experience turned from stressful to shocking.

Andrew arrived and, without properly investigating, immediately said:

The nail must have been there for a few days – my fault.

There’s a small dent on my car, so the damage must be mine.

“Your claim will be rejected.”

“You’ve already checked out, so you’re not a customer anymore. You have 5 minutes to leave or I’ll call a tow truck.”

This was outrageous. I told him I would file a complaint and went to the hotel front desk. The hotel’s female manager simply said, “It’s the valet’s responsibility – we’re not involved.”

That’s it? No support? No empathy? No professionalism?

I am a small Asian woman traveling alone. Facing such an aggressive and dismissive response – just because I reported a problem – was incredibly upsetting. I’m one customer, but I know I’m not alone. If something goes wrong, customers deserve support – not blame and threats.

Again, I want to emphasize:

Michael from valet was kind, patient, and helpful – more professional than both the valet manager and the hotel staff.

Andrew’s behavior and the hotel’s response are unacceptable.

So I ask: Am I only a valued customer when everything goes smoothly? And the moment something goes wrong, I’m no longer welcome?

To this day, no one from the valet has followed up on my claim. I will continue to update this review based on how they handle it.

——————————————————————— Thank you for your teply! My further factual details and my reasonable request I post on Yelp, because It exceeds the...

A great gem in the heart of Walnut Creek, steps away from the BART station, with great views of Mt. Diablo to boot! Soaring spaces inside and glass elevators rising to 8 floors, all make for a liberating experience. There is an evening reception with complimentary chips, broccoli, cut carrots, dips, humus rotating on different days, and a refreshing Shirley temple. You also get 2 alcoholic drinks free, which includes wines, Bud, and hard liquor, including Grant's scotch whisky. Hot breakfast and custom prepared omelettes by chefs all are a cut above the offerings of Hyatt and Marriott, with premium products offered such as Starbucks coffee. Fresh cut cantaloupe and melon, yogurt, cereals, milk, juices, bagels, two toasters, scrambled eggs, spiced cubed potatoes, turkey and pork sausage, French toast and pancakes. Luxury napkins and very attentive staff that quickly clears your table--no need to take anything to anywhere when done, you just get up and leave! What a luxury!

There is an indoor pool on the Lobby level. Which is a big hit with the kids, and there are a lot of families that stay here because of the amazing rooms / suites.

All rooms have a living room with sofa bed, mini kitchen with sink, microwave, and compact refrigerator. One outstanding thing is that their sofa beds are unparalleled across hotel chains, never have we found such firm and comfortable mattresses in a sofa bed--rivals the bedroom beds! The only minor issue in some rooms is that the A/C can be weak in the bedroom, and the door between the living room and bedroom must remain open. For large families, a 2 double bed bedroom and sofa bed can easily accommodate 6.

The Lobby open atrium is extremely well maintained and seating areas are stylish, functional and comfortable.

Location is excellent but parking is an issue as there is no self park at the hotel but they do offer valet parking and energetic staff to take and retrieve your car. An alternative is the self parking adjacent at 2999 Oak, an entrance which is co-located there, which is automated and allows in and out without the wait, but may not save money over valet rates.

All in all, a great alternative to many other Hilton properties such as Homewood Suites, Hyatt House Pleasant Hill, Marriott Residence Inn, if you don't need a full kitchen, and superior to the standard Hilton, Marriott...