Embassy Suites by Hilton Temecula Valley Wine Country — Hotel in Temecula

The day of our visit: I thought check-in was at 3 pm, so when we got in the area around 1:30 pm, I sent my husband in for an early check-in. He went inside, and they checked the name and room and said our room wasn't ready and check-in was at 4 pm.

So we went to lunch. We returned and (all of us) went into the lobby 5 minutes until 4 pm. I approached the counter and asked if we could check in now. My little guy was bouncing somewhat, being autistic. We were anxious to get to our room, tired from a busy morning.

To my surprise, checking in, we were given another room, 541. I said No. I picked my room on the app it was an early check-in. I was told that's just a preference. (I didn't understand why I couldn't have that room. I do now)

I said. OK, but why the 5th floor? I have concerns; you dont have anything else available? The check-in person said they were almost sold out, thats the only room available, or they had a king bedroom on the first floor. Well, there were 4 of us.

I was worried about being on the 5th floor. I asked for an upgrade, which I was willing to pay for. I was told sorry, we only have this one room for you. I asked again, you only have one room available in this hotel; the reply was, we are almost sold out, so yes, except for the one on the first floor, that's a king bed.

I was about to cry. I explained about my boys and how I was worried. At this point, I just wanted to cancel our reservation. I asked, what happens if I cancel? She said, well, considering the circumstances, I can refund you with no issues, but you paid with points, and I could write a note in your account, and you can call them for your points back. I did not trust her and wasn't willing to lose my points. Again I asked, there's nothing? This was the only room that was available for us. I agreed to take the room and let her know that I was worried and hoped nothing would happen for the safety of my kids. (Open Balcony was one of the main concerns)

We reached the 5th floor and walk down the hallway to the very last room, next to a noisy ice machine and loud humming electrical room.

My youngest has sensory noise issues and always wears headphones; this was unpleasant for us, especially him. The humming noise was driving us all crazy. I pulled up the Hilton app and chatted with someone. They advised me to call the customer service number they gave me. I ended up putting in an official complaint. However, thinking clearly about this issue, I wonder what we did to be treated this way. I have great kids, and to judge us, whatever we were judged on. To be given a room the farthest possible with noise around us. It's obvious and not a coincidence we weren't wanted or welcomed there. We didn't get our preference. We got the check-in girl's preference because she saw my bouncy autistic child and wanted us far away from other guests.

I knew this was on purpose because any caring person who heard my situation would have empathy that my room had changed and would have been apologetic and concerned and not adamant that this was the only room available even though 217 was still on my app as the room I chose. Clearly, we were not welcome or an embarrassment to the hotel.

Assigning us this room which was awful noisy and far away in the back of the hotel, was deliberate. Hence, no one has to feel this way and feel unwelcome when they are so excited about a weekend away.

Note: I checked the app, and rooms were available to book for that night makes you go hmmm. This was a choice to isolate us far away if we had to stay there.

The breakfast and the evening reception were delightful. It was so nice to sit there without the loud humming noise in our room. My ears were still ringing long after we checked out. You don't have to worry Embassy Suites in Temecula; we won't be back, but I'm sure that was your plan all along. You made it Loud and clear families with disabilities are not on your welcome list. You are a fine example of how not to treat families with...

*update: front desk manager who was standing there at check in incident is the one who I spoke to in response to their reply. He claims he needs to look at footage even though he was standing there and saw everything. I’ve still heard nothing since then and the GM never contacted me despite my attempts to get him to. The hotel has refused to refund or call me back and told HHHonors they will not respond to me or refund me anything to make up for the condition of the room. The bathroom was unsafe. I was afraid the door was going to fall on my toddler because it was hanging there so I took him to the bathroom in the hallway. We couldn’t brush our teeth because the sink would not drain. I asked for another room and they said no. I spent almost $600 on this room and they will not even attempt to make this right! They flat out said NO. * When I showed up for check in the man at desk refused my husband’s credit card because of their policy. Even though I was frustrated because my husband hadn’t arrived yet what could I do? It was this condescending tone he used and the way he aggressively put my card and ID back on the counter that had me more frustrated than the actual policy. I get the policy even if it was an inconvenience. But he had the wort attitude about it and was making a situation where I had three screaming babies and I was in tears worse. I told him I could call my husband who would be arriving soon and he said he had to go get his manager. When manager arrived the man looked at him and said “she’s trying to use someone else’s card” and made it sound as if I was doing something criminal, not simply using my husbands card with same last name. I was fine with waiting but that insulted me beyond belief. I told him how dare he talk about me that way in front of my children and he held his hand up in my face and said I was being confrontational. All the while the manager just stood there doing nothing. I immediately walked away and asked then to not speak to me until my husband got there. I felt so humiliated and uncomfortable in front of everyone. My husband walked in the door at that very moment. As we finally finished check in they never gave us any of our honors welcome benefits or told us anything about the hotel. They just did what they needed to do without saying anything, no smiles no apology , and sent us on our way. I’ve seen them help everyone with their bags and be so accommodating at check in. I keep getting the excuse this man was “young” so he doesn’t know better how to handle situations. That is not an excuse! They put us in a room with a busted door and sinks that won’t drain. I asked to be moved and they said they were sold out. I feel like we’re being punished. I left a message for the general manager to get back to me about the situation but I haven’t heard anything. We’re paying almost $300 a night for this room and this is what they want to give? I wouldn’t recommend this hotel to anyone. It’s falling apart! It felt unsafe for my kids to be inside the room because of the hanging door picture below, a sink that flooded and couldn’t be fixed because the issue was ‘very deep’, and a toilet that had a hard...

My recent stay at Embassy Suites by Hilton Temecula Valley Wine Country was, unfortunately, a major disappointment. As a Hilton Diamond member who stays at Hilton properties dozens and dozens of nights each year, I can confidently say this hotel is in the poorest condition I’ve encountered in a very long time—it’s frankly embarrassing to the Hilton brand.

From the moment we arrived, issues were apparent. The automatic front entry doors to the lobby were broken and closed, so you couldn’t easily roll in with your luggage—you had to hold a side door open while balancing your bags and luggage to get in. Inside, the property showed clear signs of neglect: scuffs and damage marred the hallway walls everywhere you looked, carpets were stained or dirty, and the furniture and cabinetry in our room were in poor, damaged condition. The drapes were torn with visible holes, the sliding door to the balcony (and its screen) was nearly impossible to open, and the pocket door to the bathroom barely moved and wouldn’t lock. Even the bathroom light’s push-button switch was unreliable—sometimes it worked, other times we couldn’t turn the light on or off.

The problems extended beyond our room. The ice machine on the 5th floor was out of order, and the pool was closed. My 11-year-old son had been so excited to swim, and he was super bummed when he learned the pool wasn’t an option. We did use the hot tub in lieu of the pool, but the area was dirty, and with no pool towels available, we had to walk back to our room freezing cold and dripping wet. Even the life-sized Connect 4 game by the pool was broken, adding to the sense of neglect.

The only redeeming moments of our stay came from the staff and the breakfast. The hotel team, including those at check-in, was friendly and welcoming, and the made-to-order breakfast was a highlight—especially for my son, who loved the chocolate chip pancake prepared by the friendly cook. But these positives couldn’t offset the overwhelming negatives.

This place isn’t just a bit dated, as stated in another review—it is very outdated, to put it mildly. What’s more, I can’t understand why there wouldn’t be regular maintenance and upkeep on the things that can be controlled, like repairing damaged walls or cleaning the carpets. It seems strange for a property under the Hilton name to let these basic issues slide. It’s very surprising Hilton wouldn’t have updated this hotel already, considering it’s one of the largest hotels in the Temecula Valley and bills itself as a destination for those coming to enjoy the beautiful wine country. This hotel is in desperate need of a refresh and update. From top to bottom, the property feels run-down and poorly maintained. For a brand like Hilton, and especially for loyal guests like myself, this experience was a letdown. Overall, I was very disappointed and wouldn’t recommend this location until significant...