5 Comments

1. We stayed at the Embassy Suites mainly because of the location and the reputation of Hilton. Sadly this hotel is horrible and absolutely filthy. The sofa bed in our room had urine stains and gum. Apparently, at this particular hotel, they will not set up the sofa bed for you even though we are paying over $400 a night. The service is inconsistent. I can’t get my room cleaned for the life of me. I made sure to call housekeeping (no answer) and notified the front desk that I would like my room serviced, no luck. After a very long day of moving my son into his new home, all I wanted to do was take a shower and sleep. I came back to the hotel to find my room not serviced. I felt itchy and dirty and actually had to use some of the new linens I purchased for my son’s apartment to sleep on as I knew they were clean. Called the front desk and received an apology but that means nothing. The bare minimum for a hotel is to provide a clean room and fresh towels. This hotel can’t do either.

   The front desk was not able to provide me change for $20 and the agent was flippant and unapologetic. She also provided the wrong times for breakfast. The breakfast room was dirty and silverware was not available.”Happy Hour” was a joke.They were out of vodka and wine by 5:30. Do it right or don’t do it at all. I don’t need a free drink but if you are goi g to offer it, make sure you back what you advertise.

   I needed an extra key for my room , the agent made me wait for about 5 minutes before she even acknowledged me and never actually looked at me. She made it clear that I was an intrusion. She was having a full on conversation with her colleague and when she finally blessed me with a hello, she asked me what the last name was for check in. I explained that I just needed an extra key. Again, I was made to feel as if I was interrupting her.

   The bare minimum is to sleep in a clean bed, with clean sheets. You will not have that experience here and you have to pay through the roof to be abused and feel dirty during your entire stay.

   The staff is doing their best but there is clearly a huge issue with management. It’s too bad that this hotel has such a great location as they will continue to make money because of UA and they really could care less about the guest experience.

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2. Great place to stay and great value. Free drink coupons and free breakfast daily and great staff. The lady who made our drinks was super nice and made a great margarita. Definitely would stay again.

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3. During the middle of the night, I discovered two socks under my bedsheets. Obviously the sheets were never changed from the prior guest. I laid awake and could only imagine who had been sleeping in my sheets the prior night. I reported this to the front desk in the morning and left my name and phone number for the manager to call me. After 24 hours and no call from the manager, I called to leave another message. Another 48 hours has passed, and still no call from the manager!!

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4. I would not choose to stay here again, even though it is in a great downtown location. Basically, the rooms were not clean. There were actual cobwebs in the closet, mold in the bathroom, and the carpet was dirty. In addition the bedside clock was sticky and broken, and 1 of the curtains did not close. Housekeeping was just weird, some things were done and some were not. Also the kitchen area has ZERO utensils or mugs – nothing! The lobby is beautiful and the restaurant is stylish but the food is double the cost at local alternatives, and the menu is quite limited. The happy hour was not like at other Hiltons where you can basically make it a meal. Breakfast was good. There is no way this is 4 star. I am now staying at a Hilton brand in Montgomery which is 3 stars and it is 3 times better than Embassy Suites in Tuscaloosa.

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5. I came to town to aid my father and stayed at this hotel and let me tell you the staff was amazing and very accommodating to all of my needs it started with Kara and went all the way down to the even managers . My father ended up passing and i had to extend my stay multiple times but they made my time a little piece of joy especially since i had a hyper active toddler with me. They greeted me every morning and night with a smile and answered all of my requests with excellent service . I will always stay at this particular hotel In Tuscaloosa off of that alone and i just want to say thank you again to all the staff for everything they did for me i am extremely grateful..

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