Alexandra DeMaio

Review of Embassy Suites Boca Raton

Very disappointed in my check in experience. After...

Very disappointed in my check in experience. After traveling hours on the road, I called front desk to tell them I was going to be late for check in, the gentlemen on the phone was very pleasant found my name and assured me he had checked me in and all I had to do was provide a credit card on arrival. After arriving, the front desk check in told me he could not find my reservation. Embarrassing me infront of other guests in the lobby. After I explained to him I had spoken to someone on the phone who pulled up my reservation he kept insisting that I did not call the hotel and he only had female employees working that night. I dialed the number I called and pressed the extension for front desk and witnessed my call going through and told him that I did indeed call the hotel. After he was finally able to find my reservation, he was very rude and not apologetic. I had to ask for a map of the hotel, ask where my room was located and ask for Wi-Fi passwords. After taking my small children up to the room, I was surprised to see I was given the wrong room with only one bed. I then had to drag my kids down to the lobby again at 1 am to get the correct room. Very dissapointes in the staff and the fact that not one person was apologetic after such a disaster on their end. Room was fine, however the "balcony" was definitely misleading. It was just a few square feet divided by a railing, connecting to the next room. No privacy what so ever. Pool was outdated and dirty and so was the Jacuzzi. The best part was the happy hour and the bartender was great and very nice.