An email I sent 2 days ago, I have yet to receive ...

An email I sent 2 days ago, I have yet to receive any response:
I requested an early check-in in my special requests from my travel agent and called your establishment to confirm. The young lady didn't see the special request,but, she notated the account. She was very helpful. Please review the account to see her name and ID number.

Unfortunately, not all of your staff were this pleasurable to come in contact with. I arrived to the hotel for check in at approximately 15:50 on 7 October, which is now my husbands birthday. My husband and I were very excited about visiting the newly upgraded Embassy Suites that we used to visit previously for special occasions, business trips, and getaways in North Carolina. Upon check in I was assisted by a young man named "Kywon" (please excuse grammatical errors and review the account to see his name and ID number). The experience was horrible. The young man explained that at 15:50 my room was not ready. I asked "What time is check in?" He looked at me and said "15:00." This meant that although we were late due to traffic, our plans were now delayed as we planned on at least being able to check in during the actual check in time to uphold a reservation plan at "The Cheesecake Factory" for 17:00. We were checked in the room at 16:24, this is ridiculous !

The worst of the events at your establishment was during breakfast. Your employees in the kitchen were very nice, smiling, which allowed me to feel more relaxed and glad to know that they were upholding your companies CORE values and the mission of the company" To be the most hospitable company in the world by creating heartfelt experiences for Guests, meaningful opportunities for Team Members, high value for Owners and a positive impact in our Communities." This pleasurable experience came to an end when after breakfast, I went to the front desk and asked "Ricardo" "What time is check-out?" "It is 12:00 ma'am" "Okay, I would like to request a late check-out." Ricardo looked at a young lady who did not even look up to notice her fellow colleague. He asked " This young lady is wanting to know about a late check-----." "No, we can't" was "Moriahs" answer cutting him off abruptly. "Ricardo apologized and said " I apologize ma'am, but we are booked to capacity." I asked "Even if we had a late check in due to the rooms not being ready?" He apologized and concurred.

Now, although the answer was no regarding late checkout (even if it were to 16:24), which I am still distraught over, "Ricardo" took the time to apologize to me for the inconvenience that was assessed onto me as a member - not a client/customer. "Moriah" was very short and quite frankly, if this is what your establishment has to offer, I will be forced to cancel our Hilton honors rewards and continue to use a competitor for our special occasions, business trips, and getaways in North Carolina.

To say that the experience was pleasurable would be a flat out lie. It was the worst experience that we ever had to pay for. The hotel was beautiful - not the staff and the welcoming atmosphere. Prior to going downstairs, the house keeping lady came into the room while we were in the shower ! I heard a knock and by time I came to the door "Kimora" was already closing the door apologizing ! This had to be about 11:45, checkout is 12:00 ! Please check to see what time we checked out, it was prior to 12:00.

I would just like to let you know how disappointed I am in your establishment at Crabtree - Embassy Suites. We paid good money for only one day to receive the pleasurable experience and received an experience from purgatory. We are supposed to come back in December 22-28 to celebrate Christmas, but, we are unsure as of now.