Came out here in mid-May, & we were really looking forward to staying at this hotel. We always stay at Embassy Suites by Hilton. Big Hilton fans. So, this is not our 1st rodeo, LOL. The greatest 5 STAR TOP customer service designation we'd give to Carlos, who picked us up and took us to/from the airport on 2 separate occasions. He has a strong customer focus. We truly appreciate that he gave us a great experience being very attentive to our needs. A great man! Unfortunately, there was poor checkin at the front desk lobby on both occasions when we stayed there. We were not even recognized for our Hilton loyalty. On the 2nd visit, we waited 2 hrs plus to get our room. We had to keep checking the front desk. The woman didn't even offer to text us when the room was available. Also, the front desk was very, very slow checking out. They are not efficient, period! Manager Reception, sadly, doesn't live up to Embassy Suites standards. Very atypical. No free red/white wine on our 1st stay there. On the 2nd stay, free stale canned beer (past expiration date) and no wine at all whilst we were there. No wine, even if you wanted to go up a level and pay $5 for it. Free watered-down margaritas on both occasions. Not so appetizing appetizers. Bartender shared a hand-written paper list of what were free beverages. Wondered if this hotel had just opened. Hope this has changed since our last stay. Morning breakfast, however, is outstanding. Another 5 STARS HERE! Good food and friendly service. Quite a variety of food and cook to order is exceptional. Great chef/cook! Unfortunately, the evening restaurant food is delish & tasty but overpriced. A burger was $25! Really? There is no restaurant server on Sunday nights, so order at the bar. If you don't have a vehicle, you're pretty much a captive customer. Really hope there's a big change. Seems like a lot of process issues, e.g., front desk lack of customer service/focus, efficiency, & knowledge, as well as food/beverage disparities during the evening receptions. This hotel might want to benchmark Embassy Suites by Hilton near Chicago O'Hare Airport ( Rosemont, IL) or Embassy Suites Crystal City/ Washington DC. They do customer service, especially WELL! They go the extra mile! And, they have tremendous Manager Receptions! Otherwise, suggest folks stay at the Embassy Suites North or another airport Hilton instead. This hotel needs to clean up their act.
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