Embassy Suites by Hilton Tucson East — Hotel in Tucson

We were very excited to stay at the new renovated rooms. Unfortunately it was a nightmare from the beginning! I told my husband for V day I would take care of everything ( what man doesn’t want that)lol we have four small kids and I got a sitter. We don’t leave the kids often , so it was very much needed lol. We were looking forward to a staycation at this hotel. I come to check in and the nightmare begins . The GM has me waiting for about ten min as she is sitting at the computer, then she helps me I give her my credit card and it declines. I ask if they take cash or DEBIT card holding a pile of cash ? She tells me no I ask again nicely TWICE “you can’t take my debit card”? She makes it very clear she can only take credit card for the room ,and that my money ( debit card)is no good . I then go sit on the couch in the office trying to figure out how to fix this . We recently used our credit card for Christmas, and I had just made a big payment the night before , not thinking anything of it . Well it hadn’t posted on my card yet . So then not having much of a choice I ask to up my credit amount on my card , willing to do anything at this point. At this point I have been on the phone for a long while .I assume the GM didn't see me in the office because she is talking about me and my credit card declining etc , surely a GM wouldn’t be talking badly about a customer 🤷‍♀️🤦‍♀️In front of them right ... I finally call my husband and tell him what’s happening and tell him to meet me at home . He tells me “give them your visa DEBIT card and run it as credit “.I tell him “they won’t take my DEBIT card it has to be credit ”. Next thing I know my husband comes into the hotel sees his wife completely embarrassed . He walks up to the manager and says corporate would like to talk to you .. Thank God to my husband and corporate! Corporate tells her THE MANAGER... we do take DEBIT and you need to take her card! Well thank God they finally take my debit card after I’ve been on the phone for a hour, trying anything to make this stay happen . Well my car was parked at the door with all my husbands surprise, balloons, champagne snack etc..he had seen it all when he arrived we walk out and I’m a mess tearing up and frustrated my surprise has been ruined and my husband had to save the day . My husband calms me down and tells me we will have a good time all is well. So I go to set the room up for him , but then realize the time, we have to rush off to dinner now because the restaurant is closing soon . It took so long at the front desk that the whole day has been waisted on this ! We missed the free hour of free drinks and snacks , pool time , and now possibly dinner. We rush off and have a amazing dinner where Jill the manager of 4 elements was absolutely AMAZING chef Richard is absolutely AMAZING and service was great .things were turning around Their were so many great dishes we couldn’t choose, Jill reminds us we have a fridge so we go a little crazy and order half the menu (yes we are foodies lol) well we go to eat our food the next afternoon to find that the fridge didn’t work and our 80$ of food went bad along with the meats, cheeses, and juices we brought. I call the front desk let them know what’s been going on from the start ... the MANAGER is NO HELP! Tells us their is nothing she can do until two hours before check out the next day ... well that doesn’t help ... she doesn’t care one bit doesn’t try to help and she knows what’s been going on from start . This has been a big disappointment! We brought plenty of money ready to spend and just have a good time together and instead it’s been a giant headache and no ones seems to care . We don’t leave our kids often at all this was the second time in 5 years it was much needed , and it’s just been one thing after another ... I can’t believe that these are the manager and GM we have been dealing with and yet they can’t seem to help or get it together. It’s been a very...

If you’re looking to throw a party here please reconsider…what is promised vs what is delivered is completely different. We booked a New Years party this year and did a walk through Jan 2021. We told Nicole Nevin’s, party coordinator at Embassy that we did not want to go over $4,000 period. We went into great detail about EVERY SINGLE DETAIL from food to bartenders to attendant fees to booking blocks of rooms for party goers. She promised up and down that it could be done. We were so stoked because it sounded amazing what this hotel had to offer! About halfway through the year we got an email stating she was going on maternity leave and that we would be dealing with someone else. The woman who took over was clueless about anything that was discussed regarding New Years event. The price went from $4,000 to $4,700 and we were told that nicole never promised those fine details when we met with her initially. 3 of us were there when booking the party and we were told WE ALL HEARD WRONG from nicole. Not only did price change but we were told that whoever stayed the night at the hotel, that there would be unlimited drinks and appetizers at the In house restaurant happy hour. When the day came once again we were lied to. There is a two drink limit and the “appetizers” that were promised were chips and crackers with ONE PLATTER OF MEATBALLS for all hotel guests to share! There wasn’t even enough to feed 15 people. As well as the terrible happy hour, check in was supposed to be at 3pm for our guests. When guests arrived some were given keys to DIRTY ROOMS!! While others were told that their rooms wouldn’t be ready until 5-6pm! When guests were clearly upset the hotel did not accommodate at all and guests still had to pay full price for rooms. I received many complaints that guest rooms were either very hot and air didn’t work or the rooms were too cold. I , as one of the party hosts, stayed in the fireplace sweet. The fireplace didn’t even work! My room was blowing nothing but hot air. When I called guest services the engineer that came out said that there was nothing that could be done and I would have to wait for him to turn on chillers. That maybe I should just open windows if I wanted to cool down! In a room that faces a Main Street with non stop traffic! The hotel is beautiful and the ballroom was fantastic, but the only way to describe this place is like when someone flips a house and under the beautiful paint is a hot mess.The staff lies, the party coordinators promise and under deliver. For the actual party itself, our setup time was to be 4pm. At 4pm the ballroom wasn’t even setup and ready for us to decorate. At one point during our stay I even told the staff that I wanted to complain to nicole about room issues and to please go get her. They flat out told me she left when she was actually in house. I called nicole myself to complain and noticed the echo in the background. As I turned around to look she was in fact standing at the front desk. We will not be having another party there...

First, I want to note that I left wonderful review for Embassy Suites Tucson East a couple of months ago. The front office manager, Susannah Jackson, responded to my review with gratitude. However, after speaking on the phone with the same manager, I cannot adequately express my disappointment in the way I was treated.

I called the office because there are two charges to my bank card that appeared out of nowhere. Susannah explained that there was a technical mistake made by Margaret who is the overnight desk clerk who runs audits. She said that the charges would be refunded.

After telling Susannah thanks before ending the call she asked me to hold on. She said that she was told by Margaret, who I spoke with the previous night, took issue with me after an exchange where I stated that she is rude. Susannah asked me what transpired. I explained the way in which Margaret was rude. Susannah then because very defensive and questioned me repeatedly on exactly how Margaret was rude and “Well, tell me the exact thing that she said that was rude” while not acknowledging anything that I shared about her demeanor and overall lack of professionalism by stating things such as “I’ve been a General Manager before” and “Yes, I know that I can make accommodations for guests but I choose not too.”

Susannah proceeded to tell me that Margaret has only received rave reviews by guests and has not had any negative feedback. She continued, “That’s why I want to get to the bottom of this.” I explained the situation again and again. She then moved to the next question: “Were voices raised?” and “The reason I keep repeating myself is because no one is answering that question.” I told her I felt like I was being interrogated. She kept talking. I asked her to please stop and that I was feeling belittled. She began asking even more questions. I then told her that I needed to stop the conversation and that I would follow up with corporate.

One of my major concerns now is knowing that Margaret or the computer added additional charges to my account that made absolutely no sense. I fear that the supposed technical auditing mistake may have been done out of spite. I have never felt as degraded as I did as Susannah harassed me. There was never a simple “I’m sorry that was your experience” or “thanks for giving us feedback” or “is there a way to resolve this for you?” I am celebrating the 4th of July today, but have stopped to resolve an issue that could have easily been resolved by a...