Review of Embassy Suites, Downtown San Diego

3 years ago

UPDATE

**UPDATE**

Brian the front office manager reached out to me directly & apologized for the entire situation. He did inform me that there was DEFINITELY miscommunication & overstepping of position boundaries that took place. He advised that the information related was definitely INCORRECT & that this should have NEVER happened the way it did.

In general the hotel was nice & the rest of the staff that we came in contact with after our first night was great.

A little DISAPPOINTED actually VERY DISAPPOINTED!!! I (my husband & children) barely checked-in today @ 8:17p to be exact. We literally came dropped off our luggage and within 15 minutes left again to go find something to eat. When we returned about an hour and a half later around 9:50p/10p the valet attendant/security help was standing near our room. When we went to enter our room he stopped to let us know that there were several complaints about us & hotel Management was thinking of kicking us out. Now keep in mind we just checked-in @ 8:17p dropped our luggage off & then left again & just barely got back. I immediately got very upset & told the agent I would like to go downstairs myself & make a complaint & speak to the night manager in on duty. The agent Victor said no problem he would go downstairs with me & vouch we haven't even been in our room because he was the valet attendant who assisted us when we arrived & can vouch we weren't here long. Now get you when we were exiting the elevator he said to me: "let me go talk to the girl in the back & explain the story & then you can speak to her." So when we got to the front desk he went to the back. The front desk agent Sheila asked me what could she help me with. I then again explained the situation and advised I wanted to make a complaint myself. She looked at the computer & said the same thing "I just checked you in not to looking ago" I don't understand how you could have g gotten any complaints you haven't been here long. Then she said "let me go check" and she too walked to the back. Both Sheila & Victor came out & said there must have been a misinformation & that all he could do was apologize. He said security said they came to my room & spoke with us several times to let us know of the complaints which is FALSE!!!! We NEVER seen security only when we left to go get food. The Supervisor/manager NEVER came out to speak to me like Victor said she would & all he said was "shrugging his shoulders" "sorry you have a good rest of the night" how unprofessional that the Supervisor/manager didn't come from the back to speak to me & at least apologize herself for the false accusations & threatening to kick its out & we haven't physically even been at the hotel for a full hour. I work at a HILTON Property & this was a very BAD 1st impression & experience especially this being my first visit at this specific hotel & the manager couldn't even come from the back to speak to me. All in all this was poor hospitality Customer service!!!! I AM VERY DISAPPOINTED!!!!

L.C