Embassy Suites by Hilton Scottsdale Resort — Hotel in Scottsdale

This is NOT a Resort! Don’t fall for the old photos and fake reviews. This place charges $25 per night RESORT FEE($75 for my 3 night stay)which is supposed to include: Free Shuttle within 3 Miles(Shuttle is in the repair shop),Free beach cruiser bikes to rent(all 3 had broken seats),2 pools with 2 hot tubs(One of the pools was under construction & the only working pool has broken railings to get in & out, looked nothing like the photos),2 bottle of water free per day(only received them the first day),Tennis court with free racket & ball rental(it was alright, but run down & looked nothing like the beautiful photos). When booking online it mentions nothing about the renovations, I booked directly through my Hilton Honors App. When you arrive there’s a sign at the front desk that mentions renovations but if you book online it’s too late. I think during this time they should waive the $25 per night resort charge until their hotel is renovated. Right now the photos are extremely false advertising. I was disappointed but it was too late to switch to another hotel and non refundable so we just made the best of it for my daughter’s birthday. We ended up switching rooms because it was facing the construction site & wanted to be in the “nice” area. The new room was flooding water all over the tile hallway floor & thankfully when I slipped I was able to grab on to the wall to save myself from getting hurt. Had to have maintenance come in to fix it. Toilet kept wobbling and almost rocking over, I don’t think it was bolted into the ground properly. Ice machines were broken. Conditioner pump was broken. Only had half a toilet paper roll with no extra ones when I arrived. Ran out of toilet paper and nobody ever sent any that night so I had to get napkins from breakfast for the family. Kept messaging and calling. Until the next day explained and only got one roll. They were really stingy with the toilet paper here. We were getting close to running out again and they didn’t come to bring more again. Finally around 10pm at night they brought 2 rolls and then we checked out the next morning. Evening reception had a really awesome male bartender the first night. The next 2 nights were rude ladies that seemed like they didn’t want to be there. Was told we had to keep our cups and save them and bring them up each time. This place didn’t seem to like to do the free evening reception sodas for kids like most embassy suites do. They seemed annoyed which made it feel uncomfortable. The reception food was Meh but considering this place was calling themselves a RESORT charging a fee, I expected a little more than Chex mix goldfish crackers. Breakfast was good, if you stay on weekends you get more food choices like biscuits & gravy that isn’t there during the week. Weekends are a bit nerve wracking because it gets busier than during the week. They don’t have enough seating to accommodate everyone and don’t have to go orders available like some places do. The coffee was extremely watered down. The ones in room & breakfast, had to go buy my own. I’ve stayed at the Tempe, Biltmore & other embassy suites, they have strong normal coffee. Not sure what the issue was at this one. I was disappointed about the shuttle service being down, that was part of the reason I chose this one. And it was supposed to have 2 nice pools that was a bait & switch with the photos. I used my points I had been saving for this trip and wish that I had know prior to booking. I would have rather gone to Tapatio Cliffs or another embassy suites. The photos and resort claims were very misleading. Lots of reviews say this place is a beautiful resort which just seems odd… like maybe they work for Hilton or paid to review it. I bet at one time, this place was nice without renovations but now this is one of the worst embassy suites. Also, the elevators were hot with no air conditioning & smelled rotten. Pay attention to how customer service responds to this review. I’ve noticed they don’t try to make things right with people, just copy pasted responses. That says a...

My wife and I came down for a birthday dinner with some good friends and needed a place to stay that was close. We showed up and were told it was sold out, so I went to the parking lot, sat in my truck, and called the 1-800 number and was able to get a room booked through them. Walked back in and checked in, again if it weren’t for the location I wish I would of left then. We got the keys and went to room 351, walked in, and I started looking to see if I could find the smoldering cigarette that surely was still burning in the room. The room reeked of cigarettes so bad we didn’t even take our one suitcase in cause we didn’t want to go to a nice dinner with our clothes smelling like an ashtray. Went to the front desk and told them so they switched our room and handled it great. We took the stairs with all our stuff and went to the 4th floor because none of their elevators were in service. Fast forward to checkout and what a complete nightmare that was. The man I had was named Reed and he was the kindest most gentle human, I was paying with a gift card and a debit card and I understand that it was some what out of the ordinary. Reed was doing the absolute best he could and it was very clear and doing everything he could. Reed looks to his manager David and asks a simple question and David is just a complete unprofessional jerk about it towards Reed the poor guy that’s trying to help me. I stand there for another 25 minutes and watch Reed continue ask David for help and see him just get ignored by his superior. Finally Reed asks for about the fifth time for help and David belittles him in front of me and another guest and helps him solve the issue at hand. I then ask David if he could check the balance of my gift card and he looks at me like I did something wrong and tells me no we don’t do that. I tell you what David you may have your little bit of authority behind the desk at the hotel but the way you treat your employees speaks volume about your true character. How embarrassing for Hilton hotels to have you representing them, what a shame. As for Reed thank you so much for doing everything you could to address the situation, I am truly sorry your leadership is non existent and you have to be talked down to like...

Do NOT book here, they don't want to be bothered with questions or room service. They are too busy and would rather cancel reservations for free than keep clients.

We booked this hotel for a work conference, 6 nights in total. We arrived around 3:30pm after flying all morning and were told that the room wasn't quite ready and check in is at 4pm. No worries, we walked around to the pool area and then sat in the lobby until 4. We were told again that our room wasn't ready and that it would be another 10-15 minutes. Okay, not a big deal, it wasn't like we were in a big rush to get into the room. While we were waiting other guests were bring checked into their rooms. Went up to the front desk again around 4:30 to be told it would be another 20 minutes for our suite. About 5:30 we were finally checked into our room, so it didn't start off great.

We were checked into a suite, very musty smelling, in need of some updating and repairs but we were just glad to get into a room at this point.

Around 6pm my husband called in to room service. The phone rang and rang and rang, about 36 times and then someone picked up and immediately hung up. He then calls the front desk (again phone rang about 25 times before he spoke to someone) and asks to be transferred to room service. Phone rings about 50 times and same thing, someone picked up and hung up. Then my husband walks back up to the lobby and asks what is going on as he is unable to get ahold of anyone in room service and the front lobby wasn't answering as well.

Here is where the front desk worker told my husband that they were just too busy and that he could just go to the restaurant and wait for it to take back to the room. What's the point of room service?? He expressed his concerns to the front desk girl about this whole experience and she simply put that they were just too busy to deal with us and that she could cancel our reservation for free.

What?!? I would be furious as a manager or owner of the hotel if that is how my employees treated its guests. Needless to say, we checked out that night and went to stay at the Double Tree down the road.

Spend your money where they actually care about their guest, there are plenty of...