Embassy Suites by Hilton Columbia Greystone

Everything was good.. only concern was not being told about the fees for parking etc.

I sent the below to the Hotel directly in May and received no response whatsoever. I found my e-mail to the hotel and decided to post it Where do I begin? I booked my stay (4/27/24-4/29/24) at the Embassy Suites in Columbia, SC approximately 3 weeks in advance (confirmation #XXXXXXXXXXX). I booked a suite with 2 double beds. I called the hotel 4 days in advance to confirm the reservation, and to advise the front desk that I would be arriving late (approximately between 9:00-10:00 p.m.. I was told that would not be an issue. On 4/27/2024, sometime between 6:00-7:00 p.m., I called (what I thought was) the front desk, and was told that I did not have a suite, but only one king size bed, and no suite. I later learned that I was routed to the main Hilton number. Given that I was traveling with a friend, that was unacceptable. I told the representative that, and was told that the hotel was completely booked, and that she would have to "adjust" my reservation. I told her that I wanted to speak to her manager. Instead, she transferred me to the front desk of the hotel in Columbia, who also told me that she did not have my room, and that she only had a king and not a suite. At that point, I was very irate, given that I paid for a suite with 2 double beds. At that point, I explained that I paid for a suite, and would like to be transferred to her manager or a Hilton customer service representative. Thereafter, I was told she would move someone, and gave me my suite. . I am speculating that that hotel gave my room to someone else earlier in the evening. Later that night, there was a large party in the lobby, kids were running around the lobby and blasting loud music. Other residents started yelling down (given that it was 11:00 at night). Frankly, it appeared that the hotel manager had lost complete control of the situation, and was allowing certain guests to run rampant throughout the hotel lobby. By 12:00, the lobby finally settled down. There was one positive; in that, the cook making the omelets on Sunday morning 4/28/2024, did a great job managing the crowd. However, the bartender on duty (both nights I stayed) should really learn about customer engagement. I bartended for 3 years, and I think I remember the importance of making someone feel comfortable at the bar. She definitely did not do that. (If you don't like your job - find something else). For that matter, I did not feel comfortable (or safe for that matter) at the hotel, which is why I initially picked a Hilton Embassy Suites over the competition. This is supposed to be a flagship hotel for the chain – very disappointing. Frankly, this was one of the most unprofessionally run hotels in which I have ever stayed. I don't think I will stay at the Embassy Suites again and I will question staying at a Hilton again.

Dear Intrigued Reader, I had read other reviews before staying; so, I think my expectations were where they needed to be. Facts: I did not have any problems with bathtub draining. The breakfast buffet is amazing. It was the highlight of my weekend. The Omelette Man made some swangin' omelettes. The coffee was delicious. And the bacon was literally perfect. Evening reception was delightful. The bartender was an angel and crafted me a jam-up Tom Collins; Respect to the Queen. The room definitely had a odd odor... It took me three attempts to successfully have a crib delivered to my room, and that was with me calling ahead and speaking with Tammy. I enjoyed the indoor pool and live plants, lush. The hotel is definitely in need of a hard and soft goods refurbishment, but to some extent, I enjoy feeling like I am in a time capsule, circa 1992, give-or-take. Room was dusty. Lamps specifically. But in all seriousness, I had questions about the Hilton Honors program, and the front desk lady could not answer my questions, and she was on a personal call while speaking to me, phone was laying on counter, on speaker phone, so whoever was on other end heard our entire conversation, yay! If this Embassy Suites honors free bottled water for Silver, I did not receive them. We were a party of 6 and I do appreciate and am thankful for the hotel being able to accommodate my family. Would I stay here again? Yes. I love Embassy Suites and I am dedicated to Hilton and attempting to maintain its elite reputation. Best regards, Cortnie.