Embassy Suites by Hilton West Palm Beach Central — Hotel in West Palm Beach

9/20/2018 Update: I am changing my rating to one star after reading the Reply from the Hotel Management. Because this response lowers their customer service standard to even lower levels. Going through my long review the only thing that bothered them that I "experienced an issue with the elevator"!! The actions and response during and after that incidence was all fine, the best they could have done!

Posted earlier

OK Place to Stay but 'Customer Service' was missing. I had a night booked while driving back from family vacation in Key West. We planned to enjoy the evening welcome at the reception and leave for beach and dinner.

While going to our room after check-in, we got struck in one of the elevator. We used the call button in the elevator. It connected us to some 'Command Center' which confirmed our location, elevator number, took our name and room number and said that they have informed the Hotel's system engineer. The operator also asked to keep pressing the different button and the Help/Alarm button every few min. We waited for about 40 min for any response to our call or the Bells which we keep pressing. Then we called the Hotel reception to know they they were unaware that someone is struck in their elevator!! Someone tried to open the door unsuccessfully then asked us to wait for elevator company technician to arrive. They blamed the elevator company for their 'no response'. In about an hour someone did something and the elevator started moving and the buttons started working!! We reached our floor totally exhausted and shaken from this experience. After about 30 min, we realized that we did not receive any call from the front desk or anyone else about this experience. Asking if we are doing ok or need any help. With our evening plans totally ruined we decided to bring a few bags to room but it was difficult to get any volunteers to go back to those elevators. Kids finally mustered the courage... I asked them to let the People at the Front Desk know that we finally reached our room and are OK. The girls showed some fake concerns and told that they will let the manager know... That was IT!! After that ... no message / call / mail anything from them. Same night, the TV was not working properly some of the channels were frozen, most of them had no signal. I called the Front Desk ... they sent a "TV Network Guy" ... He came looked and informed me that it was due to Direct TV!! Also told me he was rying to watch the Game and was having same issue!! I done know why he calls himself "Professional" !!

I wonder what happened to the Service or Care part... I do not say this will be your experience too... 99.99% of the time you check in ... enjoy evening welcome free drinks and snacks.. may watch some TV channels. . enjoy wonderful breakfast in the morning and check out. It's only when something happens, something goes wrong you come to know their service and concern from how they...

I have truly never had a worse hotel experience and I have traveled A LOT. I am not hard to please. All I ask for is kindness and cleanliness and this hotel is strongly lacking in both, not to mention the long list of other negatives. The front desk workers were beyond rude, slow, and incredibly disinterested. I had already had a terrible check in experience and the second day went up to ask for a bottle of water (which in my experience is complementary and was give two complementary just the day before when I asked) and after he looked behind him in the cabinet I was told very rudely that they were out of water but that I could purchase a bottle from the gift shop... ummm if you have bottles of water in the gift shop then you are not out of water... The gift shop consists of a few bags of overpriced chips, cans of soda, and bottles of water. The rooms are old, dirty and in complete disrepair. I won't go into the details but the highlights were the short hairs in the bed, the long hairs on the bathroom and shower floor, the crumbs on the kitchen counter and the stains all over the furniture. The shower inexplicably goes from scalding hot to freezing cold and back again without moving the handle. There is no house keeping available despite us having stayed three nights. There is LOUD construction noise very early to very late and when I tried to walk to the pool (which is absolutely disgustingly dirty with scattered, broken patio furniture) a nice construction man had to escort me through the construction zone and temporarily take down the construction tape (??) so I could get outside. The workout room is apparently under construction and unable to be used even though it is still advertised. When we asked for wine at the bar we were told they didn't have any because it was locked up? When we asked for late checkout because our meeting (in the hotel) wasn't over until noon we were VERY rudely told that the hotel was completely booked today and tomorrow so late checkout was not allowed. I'm not sure where all these guests are as the hotel has felt nearly empty the past three days and the parking lot is nearly empty. But if they are full it could've been delivered in a much nicer way. I could have tolerated the inconveniences but I absolutely cannot believe the level of rudeness of the staff. I will not be returning here and will recommend anyone who asks to...

Buyer Beware, especially a woman traveling alone! I checked in, went to the Hot tub/Pool area, Hot tub was drained with a posted City notice, ants were on and under tables/chairs and pool were not clean. I went to the front desk to ask about the Hot tub, the woman was rude and said you can check out and stay somewhere else, but you won't get your money back. I wasn't going to argue with that and went to my room to call my credit card company. While on the phone, I hear someone swiping in, a male in his 50's walked in and we both grasped and he said, "I'm sorry, the front desk just sold me this room." He shut the door as I said to my credit card rep, the front desk just sold my purchased room. At no time had I expressed I was leaving, I asked, if Hilton had a near by property with availability. I could not believe the woman at the front desk would put another woman's life in danger by selling the room before I could check out. My credit card rep., instructed and assisted me in getting out of there. I grabbed my suitcase and returned to the front desk and asked the same woman, "what happened, a strange man was sold my room, I never said I was leaving," she replied that my card must of been next to my cell phone. When I indicated that my room key was in my back pocket and not near my cell phone, she looked down at the counter with Total Guilt. This hotel is convenient to the Airport but draws people off the street, attempting to use the breakfast buffet and the 2 drink Happy Hour complimentary cocktail lounge. The hotel now issues a card that the bartender must mark, to avoid outsiders from using the lounge. Unfortunately, the 1601 Belvedere Road in West Palm Beach, is no longer an enjoyable or safe place to say, especially for a single woman and too far from restaurants and activities. They do offer a somewhat timely, hourly shuttle to DT and to/from the airport, only two drivers spoke to guests guests, the others appeared very disgruntled. Sorry I did not take...