Embassy Suites by Hilton Indianapolis North

the staff that we did speak to were very nice and helpful

The room was large.

Friendly staff, nice room, convenient location, great buffet!

The room was nice, very spacious. Liked having a little balcony.

The location was convenient for our needs. The breakfast is always spectacular. The building is showing signs of age, and is in need of attention.

Setup

Breakfast was great , hot and a nice variety.

All was very good. Only issue was the room was not made on a daily basis. Had to call to get clean towels, etc and to have room made up.

How efficient the bartender was she was running for taking orders and making drinks all with a positive attitude.

It was quite busy but Jill at the front desk has been a pleasure to deal with. Friendly and accommodating. I was late to my check in and she fixed the issue and got me a room immediately.

Nice place to stay. Breakfast is good and staff are friendly. Jill at the front desk has been very helpful.

Jill and Angela are always so welcoming and fun! Make the visits nice every time!

位置好

Girl at the front desk named Jill was super helpful and nice will say needs to smile more

Ownership should seriously reevaluate the current management team and place qualified individuals in leadership positions who genuinely understand customer service, accountability, professionalism, and respect for all guests. Hotels are in the business of caring for people during stressful situations, and unfortunately this experience reflected the exact opposite.

As an Asian family traveling from California to Indianapolis for our children’s graduation, we booked and fully prepaid our stay at Embassy Suites North Indianapolis for May 8–10. Due to unavoidable travel delays, we arrived around 4:00 AM only to be told that our reserved rooms had been given away to other guests.

Imagine arriving in another state in the middle of the night, exhausted, with family members and no place to stay despite having confirmed prepaid reservations. It was devastating.

The overnight front desk staff were apologetic and told us management would contact us. No one did until the following Monday, when I received a voicemail asking me to call back and speak with a manager named Kevin.

Unfortunately, the follow-up experience became even worse than the original reservation failure. When I returned the call expecting professionalism and an apology, Kevin spoke to me in an aggressive and condescending manner. He repeatedly interrupted me, told me I could only speak “when asked,” threatened to hang up, and ultimately did hang up on me despite the fact that I remained calm and respectful throughout the conversation.

Kevin also claimed the hotel system “resets at 2 AM” and implied that because I had not called ahead, losing our prepaid rooms was somehow not the hotel’s responsibility.

As an Asian family, the dismissive and hostile way we were treated left us deeply uncomfortable and unwelcome. Whether intentional or not, the experience gave us the impression that our concerns were not treated with the same level of care, respect, and professionalism every paying guest deserves.

Someone from Embassy Suites later attempted to contact me again after my review, but I will not be returning the call. I am not seeking compensation, discounts, or sympathy. The damage has already been done.

Mistakes happen in every business. What customers remember is how management responds after those mistakes happen. The true cost of doing business is having the professionalism, accountability, and courage to sincerely apologize and rebuild customer trust. Unfortunately, this hotel failed in that regard.

Because of this experience, I will not recommend this hotel to friends, family, colleagues, or anyone traveling to Indianapolis.

Guests deserve hospitality, respect, accountability, and basic human decency — not hostility, intimidation, and disrespect.