Embassy Suites Complaint - Not Impressed
CONCORD, NORTH CAROLINA -- Made reservations for the dates of July 3-5, 1020 to Embassy Suites in Concord, NC. Check-in is at 3 but we didn't arrive until after 4. They told us the room wasn't ready and we'd have to come back. We left for an hour, checked in and went to our room. The bed wasn't finished and the bedspread and pillows were lying on the floor in a heap. After asking housekeeping to come finish the room and give us a new bedspread, we wait five hours for them to come do this. This ruined dinner and the evening as we waited to eat until after they had returned since they promised it would only be a short time before they returned.
This hotel charges $25 an hour for late check-out yet we could not use our room fully until 9:30 pm. They don't offer us a refund of the same rate times the number of hours we had to wait for them to do their job.
We also are "rewards members" and they promise a room on the upper floors for members. No room was available but there was also no compensation for this. They make promises they won't keep.
When complaining to the company, we were offered a two-night stay at the same hotel, which for us is out-of-town. We have no reason to drive out of town (a two-hour drive) to that location. Follow up from Embassy Suites/Hilton has been shoddy and ineffective. In our opinion it's best to stay elsewhere.
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