Embassy Suites by Hilton New Orleans — Restaurant in New Orleans

Hello my name is Kedre Nix and I am leaving this review based on an HONEST experience! I am pretty much just going to attach the email that I sent to corporate and management because I had such a HORRIBLE EXPERIENCE and DO NOT feel like typing it all out AGAIN, so please feel free to read what I wrote if you want an honest opinion about this hotel and the awful staff that they have running it. Pictures will ALSO be available being that the pictures on their site look nothing like the actual room when you arrive, VERY MISLEADING. Here you go!

I am writing in to explain to you my experience at Embassy suites hotel in New Orleans. Two days prior to my arrival i contacted Embassy suites of New Orleans to confirm that I would be able to split my payment at check in and was told that it was possible. Being that I am a Hilton Honors member and an Amex Hilton Honors card holder, I ALWAYS use my Amex card when staying at Hilton hotels so that I am able to maximize my Hilton Honors points. Unfortunately, however my AMEX card has a limit of $1000, hence why I wanted to split my payment between two cards, because the room itself at Embassy Suites of New Orleans was a total of $1600. Being that I was told two days prior to my arrival that this was possible, I paid off my Amex card to a zero balance as well as paid off my secondary card to assure funds would be there. When I arrived at Embassy suites of New Orleans, July 2,2024, I went to check in. I checked in with Sakira, who refused to split my payment on two cards as planned. I explained to her that I called prior to coming and was told that I could split payments, but she continued to say that it was not possible when checking in and that I could only do it when I check out. Therefore, this resulted in me having to pull more money out of my personal checking account (which was money for my bills & rent), to be able to pay off ANOTHER credit card to gain access to my room. This was VERY UNEXPECTED AND INCONVENIENT because now I am tapping into money that is needed for bills. After checking in, I proceeded to my room. My room itself was very outdated and unclean. The bathtub had standing water, and I immediately reported it and the plumber came up there and pretty much just looked at it and left and did not repair anything. My friend, Darvece Monson arrived a few hours after me and is my witness to all that took place at this hotel. The next morning, Darvece and I went to the front desk to see about changing rooms. The second room we got was just as bad. The sink in the bathroom had standing water, the telephone was broke to where we could not call downstairs, and one of the lightbulbs on the ceiling fan was blown. After noticing all this, we went downstairs and spoke with Linda. Linda did help by refunding a portion of our money back onto my card as well as collecting the split payment and putting it on the two cards that I intended to use and refunded my $1765 back to my Amex Business card. Linda also gave us a $300 credit back to my account. Linda also confirmed that it was possible to do a split payment when checking in and that I was lied to. However, today, June 10, 2024 the funds are still NOT AVAILABLE on my Business Amex card and when I contacted American Express two days ago, they told me that the charge of 1765 was still pending. Not only was this hotel a horrible experience but we also paid for a late check out and we were kicked out of our hotel room around 12 noon when we were guaranteed that we could stay there until 2 PM. During the whole kick out process, my friend and I were at the convention center, enjoying the essence festival when we got a phone call from my daughter, saying that we were being kicked out of our room. The girl at the front desk was the one putting us out and was sitting there having a conversation with my 17 year old on how Embassy suites of New Orleans does not honor late check out during essence festival weekend.

So I cannot attach the entire email, it’s too long, but y’all get the point. DO NOT STAY HERE! Take your...

This has been the absolute worst experience! We came back to this property after probably the best experience back in 2018 for our 10 year anniversary and my Wife's 1st trip to New Orleans. We have been Diamond members and loyal Hilton patrons for years. I even use my Hilton American Express Card for all travel related expenses. This experience was far different from before, starting with the Valet . My interaction with him was less than optimal in that I assume he was attempting to be humorous but he came off as disrespectful and presumptuous. Next I utilized the Hilton Honors app to do the advanced check in and requested an electronic key at 10:00 AM on the day of our arrival 6 hours before check in. I often do this to avoid the bottle neck at the desk, but yet we had to wait in line at the counter for 20 minutes to check in-in person because the app showed my room was not ready 30 minutes past check in time. The electronic key was not available until after check-in, what’s the point in pre-check-in? I was told that the app had not been working all day, ironic. We were assigned to a room and after a day of travel we were ready to unpack and freshen up for dinner. The room was nice except it was 78 degrees. We turned down the air and headed to dinner stopping at the front desk to report the issue so that it could be addressed while we were gone. Upon returning we were stopped at the desk and were told that the AC could not be fixed and we would have to move to another room. So we repacked our luggage and moved to the new room, 6th floor. Entering the room it also was very hot (79 degrees) again we turned the air down hoping that it would cool off but it did not. It would seem to me that if we were going to have to be moved that someone would have checked the AC before we moved? We called the desk to again report an issue with the AC (it’s almost midnight at this point). We were told that an engineer would have to come look at the AC. Imagine the frustration in the very late hour and being told we would have to sit through an engineer workup. The engineer arrived checked the AC and again we were told that it couldn’t be fixed, but offered us an oscillating fan. He explained that he would have to report his findings to the front desk and someone would be calling us. Around 1:00 am the front desk called and told us that we were going to have to move rooms again. Again we lugged our belongings to yet another room. This time we were moved to very large suite. The AC in the bed room did not seem to be cooling (never got below 75) but was working in the main living area ( separate AC units). We turned the AC in the main living space down left the bedroom door opened turning on the circulation fan to allow the air to circulate through the bedroom. By then it was 1:30am we were absolutely exhausted and we just hoped that it would get better which it did not. We continued to just deal with the bedroom AC situation through the remainder of our stay, because quite frankly the idea of lugging our things to a 4th room and being seen as just complainers (which we are not) was the lesser of the 2 evils. This morning our departure day, I got up early to submit some paperwork for my job when attempting to log in to the WiFi I got an error message that I was not a registered guest and couldn’t get access, beyond frustrating! We used points that we’ve earned over the years for this vacation which we don’t do often and it’s very frustrating and disappointing that those points were wasted on such an awful experience. We haven’t had issues like this when not using points so could that be the issue? Spending money to earn points to use for a future stays seems great in theory, but what’s the point in doing that if it elicits a substandard stay. I am sharing this in hopes that it will save someone from a bad experience . This location appears to have changed immensely since the last time we were there. Hilton you have a management problem at this location. Very disappointing to...

I paid for a High Floor 1 Bedroom King Suite fully in advance of my trip (about 5 months in advance) for my honeymoon. I checked in before check in time at the airport and let them know when I would arrive by message. They sold my room to someone else. I was completely ripped off and treated really poorly by the staff. They did NOTHING to remedy the situation and later, I sent a note about it and they are offering me 25k Hilton points. Sounds like a lot? It equates to about 50 Hilton dollars (I did not pay in Hilton dollars). I paid 800 dollars for 4 nights and lost at least 200 with the 2 rooms they downgraded me to. I did not spend 1 night in the rooms I paid for, the first room was a queen bed closet, not even a window. I will NEVER stay at this location again, and I will likely never stay in a Hilton ever again either. I did receive a follow up email asking if it was resolved to my satisfaction (of course not) and I said as much, but I suppose they've closed the case and have no plan to remedy their mistake. I am planning another trip to another location and considered using the points they gave me towards the room, however, it doesn't even cover half of the lowest level queen room in the area for 1 day. I want to add: They kept talking about member levels- THAT SHOULD NOT MATTER! Any customer should have their purchase honored. I asked for nothing more than what I paid for. I am not a customer that calls and complains or asks for things, I have stayed at all levels of hotels and motels, but this time we decided to spend a little more to celebrate our milestone, traveling from the opposite corner of the country to be there.

Email to Hilton (their response in screenshot)-

Hello.

I was extremely disappointed in my stay, and how I was treated.

I booked my room many months in advance, and I paid the non-refundable bill at the time of booking, in full. I was disappointed to find out a week before my trip that the pool would be closed (a key reason I selected the hotel) but didn't have a choice but to be OK with that.

I checked in from the airport and picked my room (1604) from the list. I was told I needed to stop at the front desk. I paid for a king suite with full balcony. When I arrived, without telling me ANYTHING they had apparently given my room to someone else, I went to the room I selected to find out the key didn't work because they put me in a a queen bed (515) with no balcony. When I went back downstairs, Marvin told me they didn't have my room available because they gave it to someone else and I could check after check out the next day to see if I could get moved. Next day, I was forced to return to the hotel from my activities after they put me on hold for an hour when I called to check on moving my room. I never got the room I paid for, nor compensated from anyone, or even acknowledged when I asked for assistance with addressing the situation. I was ripped off, period. I was put in an unacceptable room completely the first night (that cost a lot less) and I was given a downgrade for the rest of my stay. Which was my honeymoon, visiting from WA state. Any local I talked to said that's how that establishment is. Marvin didn't care at all and essentially told us tough luck. If I canceled I would have been out over 800 dollars, but you guys ripped...