Adventure492463
Family · October 20252/10
ABSOLUTE DISASTER – Deeply Disappointed in This Embassy Suites Experience
I stayed at this Embassy Suites (4315 University Center Drive, Las Vegas, Nevada, 89119, USA) in Las Vegas this past summer (J...ABSOLUTE DISASTER – Deeply Disappointed in This Embassy Suites Experience
I stayed at this Embassy Suites (4315 University Center Drive, Las Vegas, Nevada, 89119, USA) in Las Vegas this past summer (July 2025), and it was by far the worst hotel experience I’ve ever had. My family and I have always chosen Embassy Suites because of our trust in Hilton’s quality and hospitality — but this stay completely shattered that trust.
When booking, I accidentally selected 1 guest instead of 4 due to the default filter. I immediately called the hotel before arrival and explained the mistake. The staff assured me that there was no issue, and that everything would be adjusted at check-in.
Upon arrival, the concierge told me that I would just need to check out and back in the next morning to fix the guest count. That seemed simple enough, and at first, I was impressed by how helpful they sounded. However, things took a sharp turn the next day.
When I went to re-check in, I was only given one breakfast pass. When I asked for the remaining three, the staff told me I’d have to pay $25 per person, even though the room clearly had two queen beds and was meant for families. I calmly explained the situation again and offered to cancel and rebook correctly for four guests — but they refused. That’s when I realized the concierge had misled me from the start.
When I tried to address the miscommunication, the staff became rude and dismissive, speaking to me in a demeaning tone. Then, things escalated further — the front desk accused my young son of intentionally damaging hotel property, claiming he poured water “on purpose.” In reality, he accidentally spilled some water from the lobby dispenser and immediately told the staff himself. When I asked to see the security footage, they refused.
At that point, I decided to contact Hilton customer service via text, hoping for help. To my shock, I later realized that I had been texting the same concierge who had just mistreated me in person. They accused me of “harassment” for asking about my booking and threatened to have me kicked out.
While we were out sightseeing — over an hour away — I received another message saying that if I didn’t return to pick up my luggage before 1 p.m., security would remove my belongings. I pleaded with them to be reasonable, but they refused to accommodate. I had no choice but to cut my family’s day short, rush back, and leave the hotel early.
When I returned home, I filed a formal complaint and requested a refund. The case was forwarded to the same hotel — which, unsurprisingly, denied it without hearing my side. I spent two months following up with Hilton’s customer service. Each time, I was told my case was being “escalated,” only to find out later that it hadn’t been.
Even I asked them what proof they have and they are saying what they have written down in their resolution. They have accused me of so many wrong things without any proof which I had never said to any one in my life so it is impossible that I have said to the hotel staff as what they are saying and when asked for the proof or asked of who is investigating the case, all the time I was told that the hotel staff has investigated the case which is totally unfair as how a culprit can investigate their own case. This shows what kind of management hotel staff has and what kind of hotel management there is and there is no one out there from Hilton to hear our case and do a fair investigation. All their resolution is based on just lies and lies and nothing else.
Eventually, Hilton Guest Management acknowledged the poor handling and offered me 35,000 Hilton Honors points, but I made it clear that this isn’t about compensation — it’s about the way I was treated. Two weeks ago, they even said they would contact the hotel manager (the same person who accused me of harassment) and request a formal apology. I am still waiting for a response.
As a long-time Hilton Honors member, I am appalled that this situation has dragged on for months without accountability. I have always trusted Hilton brands for their professionalism, but this experience was deeply disrespectful, dishonest, and unworthy of the Embassy Suites name.
I sincerely hope this review brings attention to how this particular location treats loyal guests, and that Hilton corporate ensures no other family goes through this kind of humiliation.
Even after 2 months there is no one out there to listen so I have no further hope of fair resolution.
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