Embassy Suites by Hilton Columbia Greystone

Very run down, needs some TLC

DO NOT STAY HERE OR BOOK YOUR RESERVATIONS! WE HAD A THIRD PARTY BOOK OUR RESERVATIONS AND THEY CHARGED US MORE FOR THE ROOM AND THEN CHARGED BY CARD FOR AN EXTRA 154.77 WHEN WE DID NOT GET ANYTHING ELSE! EMBASSY CAN NOT DO ANYTHING SINCE IT WAS A THIRD PARTY BUT DOES NOT SHOW THAT ON THEIR WEBSITE WHERE I BOOKED THE ROOM!

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.

A1!! Very good stay. The pricing was affordable and the room was clean.

The refrigerator was turned off and looked like it had been defrosted. There was water all over the tile floor. The phone did not work. The bathroom had an odor. It was not as i remembered it last year.

Plumbing problem with the bathtub. Stopped up drain.

The tub had chip paint, and was a little rusty.

A

It was close to the zoo and downtown

Our only problem was no lighted sign at entrance. Heavy rain added to problem. So lighted sign would have helped.

The breakfast in the morning was all roped off and they wouldn’t allow me to eat without my whole party so I had to go wake up my children.
The carpets and furniture in the rooms were dated. The room had a musty smell.
Seemed to be in a bad neighborhood because there were non- hotel guests coming in asking for money when I checked in at 12:30am. Also the next morning saw homeless people loitering

When you hear the name Embassy you expect the rooms to be updated and clean. Comparing it to other Hilton properties I have been to I would give it a three and that is being generous. For one night it was nice I would not stay more than 1 night.

The room is worn especially the bathroom. The cold water faucet handle is stuck, the vanity is cracked. A lamp is not working in the bedroom. Staff however is friendly and accommodating. We are Hilton Diamond members and expect more.

Wonderful room and breakfast. Will stay here again. Very close to Zoo..

Check in was quick and easy, the hotel overall is outdated the rooms are old looking and could use several upgrades. The breakfast was not good a lot of the food was overcooked. We always stay at the Embassy because of the luxury it usually offers but this stay was definitely not to our usual standards.

The upkeep is horrible - the toilet was leaking water on the floor; shower curtain mildewed; upholstery so dirty that I covered the chairs with sheets; furniture broken and in ill repair; carpet severely stained and there was no shampoo or hand soap in the bathroom. There was a parking charge that was not disclosed until arrival.

La que nos recibio en el lobby era descortez le pregunte hacia que lado queda mi cuarto solo dijo que mirara la tarjeta obvio que ya habia mirado solo venia el número de cuarto no hacia donde quedaba .al reservar decka que podia agarrar una cuna la cual nunca no las dieron .el sofa cama no servia para abrirlo fuimos a la recepción y dijeron que lo arreglarian nunca hicieron nada . La que estaba encargada en el desayuno la primer ves no nos dejo entrar que porque nos hacia falta una tarjeta regresamos a pedir otra dijeron que solo con la que teníamos venimos otra ves y ya nos dejo entrar con las mismas tarjetas no entiendo por que hacernls perder el tiempo . Llegamos lunes salimos jueves solo una ves fueron a sacar la basura .

DO NOT BOOK THIS HOTEL. I do a lot of traveling for work and club soccer. I’ve stayed in many Embassy Suites. This has to be by far the worst one ever. It was so gross. Stains everywhere rips in the furniture with the threads hanging. Dirty. Felt yuck just siting on the couch for 5 minutes and that was enough for me. Got my kids and we checked out immediately and got our money back and went to another hotel. I’ve never had to do that before.

Briana was extremely helpful. She was patient as we switched rooms twice--the first due to cigarette smell and empty shampoo and soap bottles. The second room had 2 beds (not ideal for an anniversary trip :) ) but the 3rd room was perfect!
We made sure to thank her for accommodating us.
The breakfast was one of the best we've had in a while in a hotel.
Thank you

This property is very dated. Beds are small and not comfortable. Decor is old. Mattress cover was dirty just really outdated hotel.