Embassy Suites by Hilton Phoenix Downtown North
🏨 Hotels & Travel · Phoenix
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
The hotel room was infested with bed bugs.
food served was old and infested with insects
Business reply on Google
Dear Justice Garmon, Thank you for taking the time to share your experience with us. We truly apologize for this inconvenience as this is not typical of our hotel restaurant and food quality. We would love to reach back to you personally, and if you visit us again, we hope to be able to make things right!
Staff member exhibited rude and unprofessional behavior during a confirmation call.
Business reply on Google
Evangelist Princess Angella Morgan, First, congratulations on earning your master’s degree—that is a tremendous accomplishment, and I’m sorry this experience took away from such an important moment. I do want to clarify that our hotel does not offer shuttle service. I sincerely apologize if you were given incorrect information when you initially called—that should not have happened, and I understand how that led to frustration and confusion. I am also very sorry for the interaction you described with our team. You should always be met with professionalism, respect, and a willingness to help, and it’s clear we fell short in that moment. Your feedback is being taken seriously and shared with our team to ensure better communication and service moving forward. I regret that we were not able to be part of your celebration and that your experience led you to stay elsewhere. Thank you for bringing this to our attention, and again, congratulations on your achievement.
Staff provided discriminatory and dismissive service to guests.
Business reply on Google
Thank you for taking the time to share your experience. We are sorry to hear that your stay at the hotel was disappointing. What you described is not the level of hospitality we strive to provide, and we are sorry that we fell short during your visit. Your comments will be reviewed with our leadership team to better understand what occurred and to ensure this does not occur again. Please know that we are committed to providing a welcoming environment for all guests, and we sincerely apologize that your experience did not reflect that commitment. If you are willing, we would hope to have an opportunity to serve you again so you can experience what our hotel truly has to offer our guests.
customer experienced poor service and unprofessional treatment from bar staff
Business reply on Google
Thank you for taking the time to share your experience. We’re genuinely sorry that your visit to watch the Lakers game fell short of the level of service we aim to provide. Every guest should feel acknowledged and attended to and we are sorry that this did not happen in your case. Please know that your feedback is being taken seriously as we are reviewing this incident with our management to improve our guest’s experiences. We hope to have the chance to provide you with a better experience in the future if you do travel back to Phoenix.
hotel failed to provide a refund after a carbon monoxide leak
Business reply on Google
Thank you for sharing your concerns. We’re very sorry for the disruption and for the experience you’ve described. Out of an abundance of caution, the hotel was temporarily closed following an air quality concern, and all guests were promptly relocated to nearby accommodations. The safety and well-being of our guests and team members is always our top priority. We do see the refund has been submitted and again apologize for the delay.
Unclean room, broken amenities, and unresponsive staff regarding noise complaints.
Business reply on Google
Dear Maria Rigazio, We appreciate you taking the time to write this review and we deeply apologize for the troubles you faced during your stay. With how much that was reported wrong during your stay here, we encourage you to please reach out to our hotel management team directly as we do not an experience like this to repeat itself. Monday through to Friday, 9 AM to 3 PM, please call us at 602-222-1111 and ask to speak with either our Front Office Manager or Hotel Rooms Manager to relay any additional comments you may have. We hope you consider us again in the future and we are once again sorry for the inconveniences faced.
unclean room conditions and failure to honor promised billing discount
Business reply on Google
Andressa Thorne, Thank you for sharing your experience with us and we are very sorry about the troubles you faced with maintenance. It is not typical of our staff to miscommunicate with guests, and we want to ensure the upmost service is given. Please give us a call at 602-222-1111 and request for either the Front Office Manager or Hotel Manager if you wish to discuss this matter further.
Hotel plumbing overflowed with sewage and staff failed to address it.
Business reply on Google
Dear C M We sincerely apologize for the experience you had at our property regarding your guest suite and the condition it was left in. This is not the experience we want our guests to have. Your feedback is especially important to us, and we ask that you please give the hotel a call at 602-222-1111 and ask to speak with the Front Office Manager or Hotel Rooms Manager to follow up about your experience.
Front desk staff failed to validate parking and provided poor service.
Business reply on Google
Thank you for taking the time to share your experience with us. We strive to provide gracious and caring service and aim to take our customer service to its highest potential. We apologize for any inconveniences and misunderstandings occurred during your stay. It is our policy that anyone who parks with us; is to pays $32 dollars. Please be aware that management was involved at both check-in and check-out during your stay. We will take your feedback into consideration as we continue to better ourselves day by day. We thank you again for taking the time to express your experience and we hope to welcome you back in a near future.
Hotel room had a leaking ceiling and visible mold growth.
Staff failed to manage an intoxicated guest causing a public disturbance.
Business reply on Google
Dear Veronica Sanchez- Bedessie, Thank you for taking the time to share your experience with us. We are terribly sorry for the inconveniences experience with this situation. We strive to provide gracious and caring service and a safe environment to all of our guests. It is of significance to ensure you we did in fact followed procedures. The guest in question was never served at our restaurant but came in already intoxicated. Our staff refused serviced, and police was contacted but unfortunately this ended up taking an extensive while to resolve. Thank you again Mrs. Sanchez-Bedessie, this is not typical of our hotel, and we truly hope you can consider staying with us in the near future.
Unauthorized parking charges and inability to obtain a final receipt.
Business reply on Google
Hello Steven, we're sorry about the issues you faced during your stay, especially with the billing and customer service experience. Your feedback about the interaction with Eli is concerning, and we're looking into it. As a Hilton member, your loyalty is important to us, and we want to ensure your concerns are addressed. Please reach out to https://help.hilton.com/s/contactsupport or call (602) 222-1111 so we can follow up with you. We appreciate your feedback and hope to provide a better experience in the future at Embassy Suites.
Hotel charged for faulty equipment and failed to resolve billing errors.
Business reply on Google
Thank you for taking the time to share your experience with us. As a Hilton Honors member, you are among our most valued guests, and we are terribly sorry for falling short in the quality of services you deserve. This is not typical of our hotel and staff; and we understand your frustration. We will further investigate with the hotel management as we strive to provide gracious and caring service.
Unresponsive staff, rude service, broken amenities, and unclean bedding.
Business reply on Google
Thank you for your feedback, and I’m truly sorry for the experience you had during your stay. It’s clear we fell short in several areas—from the delay in getting blankets to the condition of your room—and I sincerely apologize. I also want to acknowledge your concern regarding the interaction at the front desk. After reviewing your comments, I want to clarify that we do not have an employee named Rick on our team, but I will be speaking with all staff members to better understand what occurred and ensure proper guest service standards are upheld at all times. Cleanliness, comfort, and respectful service are core to what we aim to provide. I regret that your stay did not reflect that, especially during what should have been an enjoyable visit to Arizona. We appreciate you taking the time to share your experience, and while I understand you may not plan to return, I’d welcome the opportunity to regain your trust. Please feel free to reach out if there’s anything more I can do.
The hotel rooms and walls require a deep cleaning.
Business reply on Google
Thank you for taking the time to share your feedback. I'm truly sorry to hear about the condition of your room and want to assure you that your comments have been shared with our housekeeping leadership team for immediate review and corrective action. A clean and comfortable environment is something we take seriously, and we regret falling short during your stay. I’m pleased to hear that you enjoyed our breakfast and that our front desk and bar staff made a positive impression. We’re proud of our team’s efforts and will continue to support them in delivering great service despite challenges.
Housekeeping allegedly stole personal property left in the hotel room.
Business reply on Google
Thank you for reaching out. We can confirm that your sneakers were located by our team and are currently secured in our Lost and Found. However, after reviewing our records, we found no formal Lost and Found request submitted, the official platform used by our property to log and process lost items. All guests are provided instructions by our staff to submit missing item reports through Chargerback, and these same instructions are also stated on the voicemail of our Lost and Found line to ensure proper tracking and follow-up. To proceed with the return, please email [email protected] and a member of our staff will coordinate shipping.
room was dirty with stains and poor quality breakfast food
Business reply on Google
Hello Adrianna, we're sorry to hear about the issues you encountered during your stay with us at Embassy. We appreciate your loyalty as a Hilton Honors Member and it's concerning to learn about the problems with your room and breakfast experience. Please know that we are looking into these matters to ensure they are addressed. I encourage you to reach out to https://help.hilton.com/s/contactsupport and (602) 222-1111 to discuss your experience further. We value your feedback and hope to have the opportunity to provide you with a better visit in the future.
Staff were rude and aggressive regarding breakfast closing times
Business reply on Google
Hi Sylvia, Thank you for sharing your feedback. We're sorry to hear about your experience during breakfast and the behavior of our staff. This is not the level of service we strive to provide at Embassy Suites. We encourage you to contact https://help.hilton.com/s/contactsupport and (602) 222-1111 to discuss your experience further. We hope to have the opportunity to better serve you in the future.
The hotel room was unsanitary and the shower drain was clogged.