Embassy Suites by Hilton Convention Center Las Vegas

HORRIBLE Sorry excuse for A Hilton. I have never experienced such overall rudeness. They seem to enjoy bullying guests and speaking down to us. Then laugh together and when you ask to speak to a manager, they laugh and say I am the manager. I am baffled that this seems to be a consistent problem that no one will step up, address the issue and save the property from becoming a deeper hell hole than it already is.

Decent hotel Good if you don't want Vegas craziness, but boring if you're looking for casinos, shows etc. Close to the convention center, but too hot to walk when we were there. Good included breakfast, but can be quite the wait for an omelet. Wallpaper in bathroom was peeling. Big room, internet worked ok.

Horrendous service I am completely blown away by this hotel's lack of customer service. When I checked in, the front desk person, Raquel, was very kind and unique. She checked me in, and because of my diamond status, she upgraded my room. When I opened and walked into the room, it was sweltering. I quickly turned on the air conditioner, set it to a comfortable temperature, and left it in automatic mode. My visit was to rest and relax due to a hefty work week in Las Vegas. The air conditioner started malfunctioning overnight. It would turn on when it was frigid. Then the heat would turn on and make it extremely hot. I called the front desk simply because I did not accomplish what I came here for. I asked if there was anything we could do, and Raquel took care of half of the cost of the room and removed it. Once again, I repeat, she was very kind and very customer service-oriented. Throughout the day, as I worked in Las Vegas, it sat in the back of my mind I paid for the room, which was utterly not accomplishing my goal. I felt I wasted my money. I called and asked for a general manager. Cristine told me that there was no GM. She stated she was the manager on duty. I explained to her what had occurred with the room and requested a refund or a comp night to accomplish my goal of getting some rest. From the initiation of the conversation, Christine was defensive and aggressive. She would interrupt and talk over me when I attempted to explain myself. I asked her to please allow me to speak and finish my sentence. She proceeded to talk over me. She behaved in a very unpolite manner, totally and completely lacking professionalism. Towards the end of the conversation, I became upset when she would not allow me to speak and explain, and I raised my voice. She proceeded to hang up. When she hung up, I knew I wouldn’t get anywhere with her, so I called the customer service diamond desk. I explained the situation, and they were very empathetic and apologetic. They offered to comp and gave me points for a night in points. I ended up booking the same hotel once again. Upon my arrival, I was received by a Front Desk representative named Frankie. She started kind and professional. Christina walked by, and I said I preferred not to deal with her tonight. The young lady said no problem. She offered to upgrade her room. As she rekeyed the room, I went out to my car to get something when I returned. Both Christina and Frankie were talking about me. I asked him if that was unnecessary and if we could please get me checked into my room. Frankie started to scold me as if I was a child. I let it go and came to my room. I had two comp drinks given to me as a diamond member. I got a soda, and they said it was over at 7 p.m. I returned to the front desk, and Frankie again started treating me like a child and scolding me, stating I was only there for free stuff. She called me a loser. She called me a freeloader when my question was simply in Lou about the four free drinks that they offered at the bar. I wanted one soda from the market at the hotel. She says you can pay for it but aren’t getting it for free with an appalling attitude. She threatened to call the police and get me evicted because I would not allow her to talk rudely to me. Christine and Frankie showed complete unprofessionalism and a lack of customer service skills. I could never, with a good conscience, recommend this hotel. I know that I will never return. The story has much more, and I will leave it here.

Clean, conveniently located, great value Room was great, spacious and clean. The pullout couch bed is a bit thin but my kids are small and didn’t complain. Whenever we needed extra soap, towels, etc the staff responded right away. Breakfast buffet was filling and good. They have an omelet bar made to order and serve bacon from there instead of putting the bacon out with the rest of the buffet. The pool was a nice feature considering the strong winds and temperature drop keeping us indoors more than we expected. The poll smell is quite strong though and could use ventilation/chemical management. The hot tub outside was not hot. Ice cold. Don’t know if that’s just the way it is for the time of year, if they can only heat one or the other or what. But it was a little bit of a bummer. This hotel is convenient for the convention or any festivals happening at resorts world as the monorail and the Las Vegas loop stations are just down the street. Getting to the strip and to the festival was super easy thanks to that.

No hostility at all ! Rooms covered in dust This hotel could have been better but they’re very rude to people , no customer service and the hotel receptionist Gwen ( Asian guy with mask) was very prejudice, I called 3x before I checked in asking for the incidental fee, when we got there he tried to charge us 20% instead of the $100 that was promised, not sure why he felt the need to do that I guess it’s because of our race, we travel across the world frequently, and spent $900 on this room for 4 nights but this hotel interactions made me feel like I was not valued at all . Cathy was amazing and Sandra helped us as well but Gwen was very prejudice and rude I will be reporting him to corporate, the only reason I didn’t do it when I check in is because I didn’t want him to sabotage our reservation and our flight landed super late so we needed our room. Overall I will never come back to this location and will be considering another loyalty program