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October 2024 by Amanda Jensen
Don’t, just don’t. Let me start by saying this: we have stayed here before, and it was a struggle several years ago, but we wanted to give it another try. Booked for a night this passed weekend. Walked in, and stopped, literally dead in my tracks. I felt like I needed a shower. The smell. Oh the smell. I travel a lot with work and for personal pleasure, and this, is, by far, the worst hotel I have ever seen. There was a smell of burning electrical and I went to see if our room was ready, no, it wasn’t, which was fine, because we were early. No harm, no foul. Then I mentioned to the front desk that I smelled something electrical, and she might want to have that looked at. She laughed. I proceeded to use the restroom in the lobby. Ha. That’s funny. The women’s restroom was disgusting. I have entered 7-11 restrooms that are cleaner. I finished my business, flushed the toilet and the clunking sound that came out of the wall was, well, scary. The toilet didn’t flush. I tried again and I swear the toilet was going to come out of the wall. I decided to wash my hands, and you guessed it, no soap and no paper towels. I walked out and met back up with my husband. He was waiting for me. He was going to sit on the couch in the lobby but the amount of crumbs, dust and, well, just shit on the coffee table and couch was too disgusting. Looked like it wasn’t cleaned since we were there several years ago.
We went to the car and made another reservation at another local hotel and canceled this reservation at the Embassy. I didn’t care the cost. I wasn’t going to make my family stay there. If that is what the lobby looks like, what the hell does the rooms look like?!
I worked in the hotel industry for several years many, many years ago and I understand that there are staffing issues. I understand the struggle with employment. But what I don’t understand is basic cleanliness. Does your houses look like this? I am just wondering because I have to think so. Does anyone have any pride in what they do? Either spend some money renovation or take a match and put this place out of its misery.
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October 2024 by Andres Rodriguez
Stayed here for a night, location is nice as it is right when you get into the city and about 5 mins from Downtown.
The room we got was 2 double beds in one room and this particular room had a separate living room. First thing I noticed was it was outdated furniture and just the look of the room to me. I’m not picky but for the price I paid for one night I woulda looked for a cheaper one. I went with this as I know sometimes pics don’t tell the whole atmosphere.
The furniture was dirty and had a huge whole in it. Bathroom was small (you have to go on the side of the toilet or in the tub to close the door) the toilet plugged up when no did that kinda business in there and lastly the airflow only went into the living room from the central air unit. Luckily it was cold at night so we opened the window and the bedroom finally cooled.
Unfortunately the only highlight was the free breakfast and they give guests 2 complimentary drinks at the bar and also the receptionist was nice. Beds seemed clean and was neat but because of the rooms and layout I won’t stay here again. If you have dogs it might be a good place I heard dogs in a room so it might be dog friendly which might be the reason for the soiled floors and furniture.
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October 2024 by Lori M
Because the Hilton brand is my preferred hotel when I travel and knowing the reputation of Embassy Suites, I did not thoroughly check out the reviews...until I got there! First off, the room did not seem clean and was in disrepair. Although the thermostat was set at 70, the temperature kept dropping. When it was 62, we were moved to another room and that room started to get colder. We turned off the thermostat and slept with pillows on top of the blankets.
The carpet was frayed and looked like it hadn't been vacuumed around the edges in months. The sofa was stained and ripped. The bathroom tile was lifting off the floor. There was debris on the floor in the bathroom and the ceiling had poorly done repairs. I called my friend to whine about my situation. As she read review after review, I started to get the giggles, Not sure if it was the Happy Hour drinks or the absurdity of what I was hearing.
I chose this hotel because of the Embassy Suites brand. It does not come close to what I expected from Hilton. The price I paid was high and in no way reflected what this hotel provided. Looking back over the reviews, I see many people, for years, had reported this was a rundown hotel. On a positive note, the front desk manager and food and drink staff were very helpful and friendly. And I have to agree with others, the breakfast was really good!
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October 2024 by Chris Cuddy
The location is great but the service isn’t. There was no one at the desk when I went to check in and I had to wait a while before someone showed up. I also booked a room with a king bed and was given a two double beds without being told. I went back to the lobby to ask about it and once again no one was at the front desk. In addition the lotion dispenser and the shower gel dispenser were completely empty. The breakfast was decent and the made to order omelettes were excellent. I wouldn’t choose to stay here again.
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October 2024 by Rich “Zee” Zapata
Read the reviews; they all mention the same thing I'm going to say and will probably be followed up with a cookie cutter response from the hotel. This hotel is located in a very convenient place, but if you are someone who frequents Embassy Suites, you will be very disappointed. This is no Embassy Suites. Rooms are very outdated, furniture is in desperate need of replacement, the outlets barely hold on to plugs, the AC never cooled down, and the list goes on. This hotel did not take worst hotel stay ever in my book (that belongs to another hotel), but this is definitely in the top ten.
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October 2024 by Lance Branch
Worst experience I’ve ever had at any hotel. I’m a Hilton Diamond member & this whole ordeal left my head spinning & rethinking my choices in staying with Hilton family hotels.
Nobody was in the lobby for 20 minutes as the line continued to grow for check-ins. When they finally showed up, they didn’t have any keys to check anyone into rooms. So, then we needed to use the app since they don’t have any keys - Here’s the best part… you have to select a time almost 30 minutes from the current time to get your digital key. There was nothing they could do to expedite the process except for tell me to wait until the key was ready on my app. Wildly unexpected experience & brutal to have the run around after a long day of travel.
Aside from all of this experience, the hotel is outdated & the lobby floor was the dirtiest I’ve ever seen at any hotel.
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October 2024 by Darren Rosenberg
First the positive, the breakfast was good.
The whole piece needs renovation. Stained, damp, smells like weed everywhere. Broken chairs and other misc junk everywhere. The shower has black mold
Dingy...nasty
For $350 a night !!!
Never staying again.
Service slow and bad. Ran out of room keys. Electronic phone keys didn't work.
We encountered other guests that walked around randomly telling us their horror stories as well, including someone that was given a room with a man sleeping in it
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October 2024 by Manuel d'Argence
What a terrible place to stay. Rooms are old, dirty and poorly maintained. Furniture is filled with stains and in terrible state. Bed was also old, squeeky and uncomfortable.
I told the front desk girl and she acted like she didn’t care.
We had already booked three nights and we had to stay anyways but it was a terrible, terrible experience.
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October 2024 by Justin C
The hotel boasts a convenient location and, unlike many establishments in Flagstaff, does not experience disturbances from passing trains. However, there is a daily parking fee of $10 plus tax, which does not seem to be accompanied by any additional security measures, makes it more like an arbitrary charge.
We stayed in a suite with double beds, which provided ample space. However, the furnishings displayed signs of heavy wear and staining. Both the shower and toilet areas were quite compact. Additionally, our room felt dimly lit, contributing to an overall lack of comfort.
The carpets in the room were in poor condition, leaving our shoes, socks, and feet noticeably dirty, necessitating that we wore shoes throughout our stay.
While the hotel offers a heated pool and hot tub outside, we did not take advantage of those amenities.
On a positive note, the made-to-order breakfast was a highlight, complemented by standard continental options. Unfortunately, due to the conditions of the room, we would not choose to stay at this hotel again.
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October 2024 by Michelle Sommer
I waited a couple days to post this review to make sure I did it right. A few things about our stay. The whole hotel feels run down with dirt and stains on the carpet in the main lobby and significantly stained furniture in the rooms. Upon entering the room we were hit in the face with the smell of an uncleaned litter box. The hotel was full so couldn't change rooms. They did not offer to help clean out the smell. I basically opened and closed the door a bunch to create some airflow that kind of helped the smell? They did give us extra reward points for what that's worth. We were then charged for parking without being told there was a charge for it. And lastly, I left a camera battery charging in the room accidentally and when I called to ask if we could come back and get it the front desk told me it hadn't been found. So all in all it was a pretty bad stay.
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October 2024 by Rhys Parker
Worst hotel check-in experience in a long time. Returned to the front desk 4 times as the key would not work. Thirty minutes after checking in and still lugging bags back and forth between the room & the front desk. Also, no recognition of Diamond Member status, even when asking for a room that wasn’t next to the elevator. And the fully booked excuse doesn’t wash as people were checking in after us. Still, at least we had a choice of the elevator or the parking lot & main road to wake us up.
On the plus side, the bartender was friendly (but only 2 drinks pp ??♂️) and the hotel was clean but very very tired.
Best avoided.
Rooms: Tired decor and very poor air conditioning
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October 2024 by team probst
Definitely not worth the price. Our room never cooled down even with A/C going the whole day, made sleeping uncomfortable. Only cooled off by morning!
Room was relatively clean. Bathroom wallpaper has being held on with clear scotch tape, that was dirty and old so it wasn’t a new problem. Couches were dirty where people put their arms.
You can find far nicer hotels for less money in town. Only positive was walking distance to visit our daughter at NAU.
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October 2024 by Manisha Duberkar
This location needs major remodeling. Rooms are dingy with old carpet, old wallpaper, sink without a drain mesh, musty smell, torn old furniture, one lamp. The first room was in extremely bad shape. We were given another room upon request which was a tad better.
Breakfast also was subpar quality. Staff was helpful.
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September 2024 by Brian Brown
The only thing I can say is the beds were like the original ones when the hotel opened. Had 2 queen bed that were mashed down in the middle which made it very uncomfortable to sleep. Other than that it was a very pleasant stay.
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September 2024 by Anthony Dicello
I don't like writing negative reviews, but when the hotel and Hilton corporate ignore the feedback process, I am left with Google to publicly share my concerns. Avoid this place.
The rooms are in rough shape and have dirty, uncomfortable furniture. We had a leaking sink that soaked the carpet and a sink that burbled up coffee grounds and leaked all over the room. The front desk team had promised to fix but the handyman just left.
I have been a service manager for years. The staff seems really neglected, unsupported and. apathetic. Several privately said they hope I complain because hopefully it will change things. Again, unfortunately there has been no response from Hilton or Embassy Suites to their own process.
