Embassy Suites Montgomery - Hotel & Conference Center

Location, rooms were comfortable.

Unacceptable Treatment at Embassy Suites Montgomery
that was absolutely unbelievable and upsetting.
We had four adults and two babies with us. We went downstairs and had a wonderful breakfast together as a family. After breakfast, our grandson desperately needed a diaper change, so we headed back to our room. When we got to the door, the latch had kicked back and the door had locked from the inside.
We immediately went to the front desk, politely explained what had happened, and waited for maintenance to come help us. When the maintenance employee arrived, we were completely cooperative and friendly. He attempted several times to get the door open and even rammed the door with his shoulder. He then asked my husband to kick the door to help get the latch loose.
This is one of the biggest points that makes the story we were later told so absurd. Why would my husband wait for maintenance to arrive, wait while he attempted multiple times to open the door, and then only kick the door after the maintenance employee specifically instructed him to do so? If my husband had intended to damage the door, why would he have waited all that time for maintenance to arrive and then ask the employee if he was sure before doing exactly what he was told?
My husband kicked it once. The employee then asked him to kick it a second time. My husband actually hesitated and asked, “Are you sure?” because he didn't want to damage the door. The employee insisted that it would help release the latch, so my husband did exactly what he was instructed to do.
The door broke.
The maintenance employee immediately told us, “It’s okay, I’ll take care of it.” He came inside, swept up the debris, and everything seemed to be fine. We were preparing to check out and continue our trip when suddenly there was a knock at the door and three people came in on us.
We were given 10 minutes to leave, and my husband was accused of intentionally kicking and damaging the door. The maintenance employee repeatedly lied from what actually happened. He had specifically instructed my husband to kick the door, yet suddenly we were being treated as though my husband had intentionally destroyed hotel property.
And then, as if the situation couldn't get worse, they tried to charge us $950 for the damaged door.
This is absolutely absurd. We did not intentionally damage anything. We followed the instructions of their own employee, who was standing there and directing my husband to kick the door because he believed that was what was necessary to get the latch loose.
We even requested the surveillance footage so the situation could be verified. We were told that they did not have any surveillance footage. That was extremely concerning to us, given the conflicting accounts.
Then the police were called to remove us.
Imagine being treated this way while you have a toddler and a baby with you. Imagine having your entire family standing there while people stare you down and demand that you leave within minutes. It was humiliating, frightening.
What made this even more disturbing is that we genuinely feel that race played a role in how our family was treated.
Our grandchildren should never have had to witness or hear something like this.
We have already spoken with multiple people within the corporation, and we are moving forward with this matter because we believe what happened to our family was completely unacceptable and deserves to be addressed.
This isn't simply about a broken hotel door. It is about being falsely accused, being treated as though we intentionally caused damage when we followed an employee's instructions, and having our entire family including a baby and toddler treated this way.
We expected basic courtesy, professionalism, and fairness. Instead, we left feeling violated, humiliated, and discriminated against.
I strongly encourage management and corporate leadership to thoroughly investigate what happened, including the maintenance employee's statements, the circumstances surrounding the decision to remove our family and , the attempted $950 charge.

Beautiful

The property is beautiful and convenient. However the fire alarms were going off all night keeping any of us from getting sleep.

Check in Kraig was excellent. The breakfast staff excellent.

Not much. Room had mold

Near where I was going

Fair Warning - the Air Conditioning was horrible! Our room was so hot, we got sick. We asked for Maintenance and all they did was leave us a box fan! The next morning the extremely rude front desk lady informed me the Manager would not be in until that afternoon (after our check out).
We also had to have Maintenance come 3 times to fix our TV.

Convenient and breakfast

Atmosphere was great. Room was good. Bathroom was small. Bartender was great .

Facilities looked nice