Embassy Suites by Hilton Fort Myers Estero — Hotel in San Carlos Park

To start off, I am in complete shock. I have stayed in this hotel with my family over five times, and we loved it. For years, this was my summer vacation destination, and a second home. My family and I loved coming to this hotel because it HAD everything we were looking for: cleanliness, great amenities, and a perfect location. I am so disappointed to say and admit that I will never be staying at this hotel ever again due to this year's experience of bed bugs in TWO ROOMS, terrible cleanliness throughout the hotel, and the lack of care into having this hotel continue to be excellent.

I am currently staying at this hotel for a two week stay. I was aware that the hotel had gotten "renovated," so I expected everything to be clean and even better than it was the last time I was here two years ago. I had checked into a corner pool view room (Room 613, to be exact) with high expectations. However, walking in to my room, I was surprised to see how dirty it was, especially the bathroom. There was mould growing between the tiles, in the corners – it doesn't take a long time to clean this up which is what is surprising. All is needed is some good products to wash it out, but I guess that the hotel may find it too expensive to look at these cleaning options. The room itself just felt greasy and unclean.

Onto the bedroom, this is where I am the most shocked. The sheets are continuously stained and dirty - I have stayed in many Hilton hotels since I am a Gold member, and I found many others to have that nice cleanliness that I am looking for, with beds and mattresses that were just a pleasure to lay on. The door to the bedroom was stained (needed a paint job), and all of the mirrors were dirty - this is even easier to fix. This all led me to realize that this room was not renovated, and it needs to be. I guess the hotel thought that the corner suites (the biggest rooms in the hotel) are already "high-class," so they do not need much changing, when really, they are gross.

From the start, my family and I started getting bites, but we never suspected bugs in the room as we never had this problem before and Florida's climate is notorious for mosquitoes. I thought we were bit by outside bugs, but this continued day after day and I realized that there are bugs in the room. I requested a room change, and even after this, we are still waking up with bug bites. This is absolutely unsanitary and unacceptable for a hotel of any class. In other years, I remember seeing hotel staff members using various products to prevent the spread of bed bugs, however, the sanitary conditions of this hotel have declined (also due to the staff changes), and no one cares anymore.

The hotel itself, including the carpets, elevators, tiles - everything is dirty and uncared for. I would never recommend this hotel to anyone. Stay away from this hotel, or brace yourself to get bitten and...

We were a family of 6 with 4 small children. This hotel was not a good experience. The breakfast was the only perk. We were in a wedding block so many family members stayed as well and had issues. My parents asked for us to be on the same floor so they swapped our original room out. When we went up to the room, there was a strong Raid smell. When I went back to the desk they gave me my original room that had someone’s luggage in it. Apparently the hotel misplaced the luggage of several people that day. The room had an old musty/smoky smell but there were no other rooms so we kept it. All 6 of us slept in one bed that night because the pull out sofa was gross and looked like a crime scene. We were not putting our kids on it. The next day we went to Costco and spent $150 for an air mattress for my kids to sleep on. The room was dirty and outdated. There were ants as well. When we checked out and told the supervisor about our issues, she was rude and told me that if I told her earlier she would’ve “accommodated” me somehow. I told her I have 4 small kids and was busy with 3 days of wedding events. I told her I also knew she couldn’t do anything accommodation wise because my sister also had a dirty and smelly room and they comped her the first night. She was told they were sold out. In fact all the hotels in the area were sold out because she tried to get a different hotel. She got an air mattress as well from Costco. The supervisor offered me NOTHING and rushed me out because she had a long check out line. I would not recommend this hotel and will likely avoid Embassy Suites as a result of this stay. Also, they are “dog friendly” and I love dogs, however there were so...

When a customer makes a complaint, please listen to them and take action right away to make it right. Corporate calling the front desk of the hotel is not gonna resolve anything. The front desk staff is lazy and will deny any rule violations going on, so they don't have to do any work, and they see that there is no proof we can provide so it's their word against us the customer. And the customer is always right. Noticed multiple pool violations and was not able to take my family into the pool due to a backyard pool party going on in the public pool. The pool guests were a large baseball team having a party with loud music, alcohol by the poolside, kids with alcohol in their hands, and throwing footballs in the pool not allowing anyone else to be able to use the space in peace and relax. The peace and quiet was disturbed and for a family with a small child who cannot afford to get hit in the face with a football, or be around a bunch of alcohol, it's pretty darn pathetic that no one is willing to help us out. If this situation goes unrectified then I do not know if me and my family feel comfortable enough to give our money to any Hilton hotel due to the unsafe conditions and unfair treatment we have been given. I also do not know if I feel comfortable continuing to be a Hilton Honors Member if these are the standard practices that your business represents and willingly allows. If you can, I would stay clear of this hotel chain as a whole. The management and corporate is unwilling to do anything and they are not helpful to making every...