Great service as always
Great service as always
jorge davila
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Hilton Hotels & Resorts
1.929 reviews
Last reviewed: Feb 27, 2026Do you agree with Hilton Hotels & Resorts's TrustScore? Voice your opinion today and hear what 29 customers have already said.
embassysuiteshotel.comMember since Mar 2026
Hilton Hotels & Resorts is an online company. Based on 29 reviews on TrustPlane, it has an average rating of 1.9 out of 5 stars. Last reviewed February 27, 2026.
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29 reviews
Absolutely the Worst Hilton Experience of My Life
If I could give zero stars, I would. My stay at this Hilton was an absolute nightmare from start to finish. On the middle of a competition weekend, I walked into my room and found roaches. Multiple. Crawling. In a Hilton.When I immediately informed the front desk, it somehow took TWO hours to move me to a new room—two hours I definitely did not have to spare during a competition day. And despite one of my nights being spent in a roach-infested room, I was still charged full price for both nights.The disappointment didn’t stop there. When I reached out to Hilton’s escalation center, their first “solution” was to offer me points for a free night somewhere. Only after pushing did they agree to reimburse me for one night. Spoiler alert: the check never came. I had to call again, and only then did someone finally send it—still only for one night, even though I stayed TWO nights and only one was even remotely habitable.To make matters worse, the check arrived while I was out of town and ended up misplaced. Hilton’s response? Too bad. They refused to reissue it or make the situation right in any way. Every time I ask for a supervisor, I’m told I’m already speaking to the “highest team,” which is both unbelievable and unacceptable given how poorly this has been handled.So here I am: I paid full price for a two-night stay in a roach-infested hotel, Hilton didn’t follow through on the reimbursement they promised, and they now refuse to do anything at all.I’ve been a loyal Hilton guest for years, but after this, I genuinely cannot trust their brand anymore. If this is how they treat guests after their mistake, then staying at Hilton clearly comes with risks they won’t take responsibility for. I’ll be booking with literally anyone else moving forward.
Kaila Brady
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One of the Worst Experiences with Hilton – Misleading “Falls View” & Appalling Service
We chose Hilton Niagara Falls for our 25th wedding anniversary, traveling from the UK with family and trusting Hilton for such a milestone occasion. We paid a premium for a “Canadian Falls View” room for 6 people, expecting the clear views advertised. Instead, we were given a so-called “upgrade” with a heavily obstructed view and windows so filthy the Falls were barely visible.The disappointment turned into complete frustration with customer service. At the front desk, Symphanie assured us the matter would be escalated and that Angelica Whitfield-Koch (Resident Manager) would contact us. No one ever did. When we followed up, Deputy Manager Pema and Resident Manager Reliza treated us with shocking arrogance, insisting Hilton isn’t obliged to disclose obstructed views and that we should be satisfied with a partial glimpse.This was one of the worst experiences we’ve ever had with Hilton. We felt deceived, dismissed, and disrespected on what should have been a once-in-a-lifetime celebration. Paying premium prices only to be told to “settle” for less is unacceptable.Hilton completely failed to deliver on its promises or uphold its brand values. This experience is damaging to Hilton’s reputation and deserves the urgent attention of Hilton’s corporate leadership
Shwetha
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Embassy Suites by Hilton Dulles Airport
Embassy Suites by Hilton Dulles AirportThe four of us had a 6:30 a.m. departure from IAD and would be returning close to midnight five days later following a vacation in Costa Rica. I’ve been a long-time Honors member and was able to use points and cash for both refundable one-night reservations. We also decided to leave my son’s vehicle at the hotel rather than navigate the car park at the airport. Payment for leaving the car in the lot was through a QR code, so there’s that to consider. Because I was arriving on WMATA’s Silver Metro Line, I was able to use the free shuttle, which picks up at the far end of the hotel loading zone, and which arrived about 10 minutes after I called for that service.The hotel was perfectly situated for this trip. While we were departing too early from the hotel to benefit from its complimentary breakfast and arrived too late to get our two free drink tickets, our rooms were in great condition. The pool looked inviting, the common areas were clean, and the front desk staff members were uniformly polite and helpful. The hotel has evolved away from the use of single-use plastics, and they offered free bags of ice at the convenience shop – which offered snacks, beer and wine (there were no ice machines in the hotel). I could reach the shower controls without getting wet; there were hand washcloths (a vanishing feature, unfortunately), there was a night light in the bathroom (an evolving feature I really appreciate), and there was a well-placed grab bar in the shower stall. All things considered, a good choice for our purposes, at a reasonable price.
Chris McNeil
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Urgent — Do Not Stay Here
Urgent — Do Not Stay HereI was moved three times. The original room I picked via the Hilton app was 1001 on the 10th floor right by the elevator, with a north-facing view of the Dallas skyline and parking lot but it wasn’t ready. Then 1013 had workers still inside when we walked in. We had to walk all the way back down with my kids.Finally, we were placed in 1017. That room had no hot water, a broken wall safe, exposed insulation behind the TV, a huge white stain in the chair, and the sink backed up the next morning. I was traveling alone with three kids and had to manage all of this myself.I spoke with a manager, Seth, who promised to make things right if I sent photos. I did no follow-up. Just silence, a busy signal on his phone now. Less than two hours after I checked out, Hilton terminated my entire Honors account, even though this stay was part of a 40,000-point goodwill gesture from Guest Assistance.Absolutely disheartening. I feel punished for speaking up about a hotel failing to meet even basic standards
Justin Redman
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Nightmare at the Embassy Suites
I stayed at the Embassy Suites in Franklin Tennessee and they didn't have my room that was reserved. They gave single when I paid for a double and my brother had to sleep on a sofa bed. The drain didn't work and we couldn't take a shower in the morning. I would never stay there again.. I was going to get the Hilton Honors card, but I won't now. I'll get a Hyatt one instead. I was totally disappointed 😞
Curtis Grant
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There are lots of hotels in Walnut Creek. Don't choose this one.
I booked to stay at this hotel for a family reunion with our American cousins and their families during our visit to California. We had not seen them since Covid because during Covid our cousin's wife suffered a cervical artery dissection and an associated stroke from which she was lucky to survive and slow to recover. I had no hesitation booking this hotel because I had stayed in the Embassy Suites in Aneheim for my daughter's wedding and it was excellent in every way.Six days before we were due to visit our cousin's wife was again taken to hospital for emergency abdominal surgery due to a severe case of diverticulitis and our cousin cancelled the reunion.I emailed Booking.com and asked them to ask the hotel if they would cancel the booking. Booking.com told me that they had no response and suggested that I could try telephoning the hotel. When I telephoned the hotel they told me to contact Booking.com. I emailed Booking.com who again suggested that I contact the hotel. The hotel refused to help and their reception staff were very rude when I telephoned again.We didn't make the visit and the hotel charged my card full price.
Alan Grieve
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Unacceptable Customer Service & Non-Functioning Heat
I recently stayed at Embassy Suites by Hilton Pittsburgh Downtown, and my experience was extremely disappointing. The heat in my room was not working, making it very uncomfortable, especially in cold weather.When I called the front desk for assistance, the staff was rude and dismissive, refusing to provide any solutions. I escalated the issue to a manager named Raelyn, but instead of addressing the problem professionally, she told me to “deal with it,” as if it were my fault that the room’s heating system was broken.I expect better from a Hilton-branded hotel, where guests should at least receive basic amenities and professional customer service. Instead, I was met with zero accountability, poor hospitality, and an unwillingness to help.If you are considering staying here, be aware that if something goes wrong, the staff may not assist you. I strongly advise management to train their employees on proper customer service and ensure that guests are treated with respect and care.This was an unacceptable experience, and I will think twice before booking a Hilton property again.
Erdal Kilic
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Embassy Suites, North Loudon, Ashburn, Va.
This hotel is the most poorly managed I have seen in years. And it does not at all live up to what it promises on the website. We were a family of 14 with 7 rooms. Here is a sampling of what we experienced:We chose the hotel because it said the rooms were newly renovated and there was a restaurant and bar.Restaurant and bar werent open when we arrived from Denmark and most of the following nights. Our room hadnt seen a renovation for many years.The phones in the rooms were out of service but one of our party got charged for international calls they couldnt possibly have made.The rooms werent all cleaned during our stay and were short on toilet paper and soap.People without cars were charged parking fees.I am after two monthes still battling with the Hilton about charges for cancelling rooms they assured me there would be no charge on. The hotel manager refuses to contact me despite Hilton guest services requesting him to.There was only one reception for two connectin hotels, so even people with diabilities had to walk long distances to talk to the desk, as the phones didnt work.I have completely lost faith in the Hilton brand and can only say….Stay FAR away from Embassy suites North Loudon on Waxpool Road in Ashburn, VA.
Lisa Fischel
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Aruba embassy suites by HILTON NO BEACH!!
The website states there's a tunnel to the beach! There is NOT and the beach is horrendous full of large rocks! Never again! The hotel is new and nice but I had to taxi to and from another beach daily!!! Who goes to Aruba for a pool? Not me!! I was told by locals they're under litigation for rights to the beach but have been denied, the hotel said the tunnel was closed for maintenance LIE!!
Lisa
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ABYSMAL EXPERIENCE!!! STAY AWAY AT ALL COSTS!!!
If I could give a negative rating, I would!We stayed at the Embassy Suites Minneapolis North.Torn furniture, loose shower head, smell of weed in the hallways.The fire alarm went off a half hour before the end time for our free drink voucher, and the hotel bar wouldn't honor the ticket immediately afterwards since it was "after the end time".The worst part of our stay was that an item went missing from our room and the hotel staff handled it abysmally. We were there for a wedding and we had a gift bag which contained: an envelope with a card, almost $300 in cash, and a couple of small irreplaceable wooden boxes. We left it out on the counter next to our lunch box, and as we were leaving for the wedding, we noticed it was missing. Immediately reported it to the front desk who did an investigation and claimed there was nothing they could do because "they don't have cameras in the hallway" and there is "no proof that we ever had a gift bag in the room". How convenient.They checked their access records and tried to put the blame on us because we had more keycards than we started with. The reason it showed more keycards is because ours had stopped working, so we went to the front desk to get new ones, several times. We were only asked for our room number, and no other verification of who we are or what name the room is under. All the cards were either in our possession the entire time or at the front desk after being exchanged. The only other people who had access to our room was the housekeeping staff, who denied everything. The hotel claims they searched the housekeeper and that she has worked for them for 13 years - this doesn't prove anything. In the amount of time that passed between when the item went missing and the time we noticed it, whoever took it had plenty of time to hide the items or get them away from the hotel. The bag didn't just grow lets and walk out of the room.Tina the corporate manager I spoke to on the phone about this was extremely rude and dismissive and accused me of accusing her housekeeping staff of stealing it. I never once said they stole it - they could have taken it, or they could have left the door open while the housekeeper was cleaning and someone else could have walked in and taken it. In the end, since there is proof that their card is the only card that accessed our room, it comes down to the housekeeping/hotel's responsibility, whether it happened due to malicious intent or negligence.Jason the front desk manager was nice when dealing with us but this was simply a facade. He told us multiple times that he would follow up with us and never did. We had to call multiple times and pester him to get anything useful done. He opened up a ticket with corporate and said we'd hear back later in the week. We called corporate a few days later only to find out that the ticket was closed with no resolution.I guarantee you that if the roles were reversed and I had walked out with a towel or a microwave, they would be charging me an insane amount of money and probably prosecuting me for theft, even if there was no proof that I was the one taking the items.I will never be staying here again and do not wish this kind of terrible experience upon anyone! If you value your time and possessions, stay away from this hotel at all costs!!!
AK
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Tightwads!
Booked through Priceline for 2 nights. This was for my son's surgery. At very last minute, surgery was canceled and we left before checkout time. According to Priceline, Hilton wouldn't authorize a refund I requested for 1 night. So I'm out one night, Hilton could resell night, and Priceline got irs cut! I got nothing but aggrevation! No customer service!
Andrea Smutz
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Came in our room BEFORE checkout time and tossed $100 worth of food and drinks
We checked into this hotel late in the evening and ordered food at their expensive steakhouse. Checkout is at 11am, we came back to the hotel 30 minutes BEFORE checkout and to our surprise our rooms were already torn apart with all of our food, drinks and items that the clean staff deemed trash thrown out.When we went to the front desk both of the staff were short tempered and seemed like they could care less. A supervisor came out briefly and said she would get someone who could help, but after waiting several minutes we were forced to leave before missing a doctor's appointment.Very disappointing to pay a premium price to be treated like dirt and have our food thrown away when we were still within our purchased room time.We went from highly recommending this place to never using their services again very quickly. I now understand why there are such low reviews for these places.
Marc Mccrimon
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I booked a reservation at the Embassy…
I booked a reservation at the Embassy Suites, Elizabeth, Nj location. I pray the calls are recorded because I just canceled my reservation due to the rudeness provided to me from a manager there. I booked this location because a member of their reservation team confirmed that the pool was open. That was a lie! Someone transferred me to the location to speak to someone there and I got the rudest manager ever! Again, she provided no name, no empathy but did confirm she was the manager on duty. I called around 11:30pm ET. She hung up on me and yelled at me when all I asked her was why were employees misinforming customers? This is true statement because the only reason I booked for my daughters birthday was due to being told the pool was open. Please listen to the phone call. I am a frequent customer staying at so many embassy locations and due to this experience I will never spend another dollar again if these are the type of unprofessional leadership you have representing the company. I’m disgusted at the lack of appreciation for customers at this location. I will never again stay here. Money refund already now in progress.
Shari Allen
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Embassy Suites LAX South - El Segundo
I used to love Embassy Suites. My favorite one in Los Angeles was the LAX South El Segundo. This hotel is VERY dated and dirty. We changed to a “better” room… it was less dirty feeling, that’s all. That was my last stay at an Embassy Suites. It’s not what it used to be.
Ana
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Above and Beyond
This hotel is highly recommend the breakfast is superb, the restaurant is amazing as well as all the staff.Petrou the executive chef stands out. He goes above and beyond to help and is very polite and friendly always smiling and even demonstrating tact and diplomacy in making the guest comfortable.
Mit Allen
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EMBASSY SUITES Ft Myers Estero - wrongfully overcharging credit cards!
I stayed at this location which I could have chosen another as a diamond Hilton member and to my surprise I wish I had stayed at another location. I checked in super late at night from traveling and also ended up having issues with the comfort of the room so I was not able to get a good night's rest. I spoke to the young lady at the front desk who told me I could check out late the next day. I overslept and she called me to advise that I needed to leave within the hour or she would charge me for half a day. I left within 15 minutes of that phone call just to check my credit card statement the next day and to my surprise she had charged me $70 in addition to not giving me any credit for having issues with the comfort of the room. Anyone who stays with the Hilton brand knows the Hilton promise is if you are not comfortable with your say they will do what it takes to make you happy which should have Incorporated either points or some form of discount which I did not receive. I am baffled at the lack of professionalism and being lied to while also charging my card. After speaking with management he also further supported the inappropriate actions of his employee by not refunding me the money back although they were not supposed to charge me. I find it to be very Reckless and inappropriate for an establishment to take advantage of having a customer's credit card on file and then charging it at their leisure. I will definitely not be back to this location and this is by far the worst experience I've ever had with a Hilton property. Doesn't seem as if they care much about customers and I would venture out to say that this experience was racially motivated aka discrimination.
Travel Bae
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EMBASSY SUITES LAX SOUTH EL SEGUNDO, CA
Rooms were very dated. The breakfast was awful, precooked potatoes, precooked sausage, no bacon…the only thing cook to order were the eggs..and a Hotel 6 like continental offering on the cereal, and breads. We were actually stomach sick from the breakfast for the majority of the day. Beds were lack luster and uncomfortable. Shame on the Hilton brand, not what I expect from the Hilton Brand..and I’m a Hilton Honors Member. Won’t be back.
MICHELLE JAMISON
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I made a reservation at Embassy Suites…
I made a reservation at Embassy Suites Airport Miami using Expedia.com. I cancelled my stay within the prescribed time and the payment was deducted from my credit card, inspite of my appeal to management and the fact that I was enroute to Trinidad to attend my brother's funeral no refund was made. I am a longstanding loyal customer to Embassy Suites Airport Miami I have stayed at this property on so many occasions too numerous to count. I am disappointed and would never use this brand again.
Laura Alleyne
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Front desk receptionist a scammer
Front desk receptionist a scammerChecked in last Oct. 28’21 @ Embassy Suites Niagara. We were offered by the front desk receptionist an upgrade for 100 Canadian dollar. That we refused and said “NO” a couple of times. I was given a paper to sign which i did not double checked and just sign, since i trusted him, And i have checked in a hundred times to different hotels during my past travels and used to never look at all for the receipt and never had any issue at all. But not this time, when i checked my bank, i was charged that upgrade we said “NO”. Too bad lesson learned not to trust people, of all hotels, never thought this hotel would give me that bad experience. It maybe just a hundred extra but it is not the money, it is that i felt bad, that receptionist made me feel that because we are asians, we are stupid and easy to do this kind of thing. I hope they have cctv, they can check how many times we said no.So beware, make sure double check the charges before signing.
Ma Anna Lissa Moreno
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According to TrustPlane, Hilton Hotels & Resorts has a 1.9/5 rating based on 29 verified reviews as of April 2026. Source: trustplane.app/company/embassysuiteshotel-com