Embassy Suites by Hilton Flagstaff

Not up to Embassy Suites standards This property was run down and not properly maintained. This did not meet Embassy Suites or Hilton standards and we would not recommend. The property was old and had many items in disrepair. Many areas were dirty and the trash was not taken out routinely, bringing in animals. The bed frames were broken and propped up by pillows. When inspected further we found an empty alcohol bottle under our mattress meaning it was not properly inspected or cleaned.

They should just rename the place “Sorry for the Inconvenience” Everything is either broken, not working right or not available right now. There was a mess of spilled food in the hallway right in front of the elevator when we checked in and it was still there when we checked out. Half of breakfast was not available, the popcorn machine in the lobby started a fire that caused the smoke detectors to go off and our hallway filled with smoke. We left the side exit and walked to our car to keep warm (temp was below 30) there was zero communication from staff about it being ok to re-enter. When I checked the lobby was full of people and the one staff member might as well have just been a statue, she refused to speak. Terrible hotel, there is obviously no leadership here.

Nothing positive to say about stay at this hotel. This hotel is the furthest thing from upscale I have ever been in. We chose this hotel because it was close to my granddaughter at NAU and it was rated very good---4.0. Room 340 was more very bad. It looked a bit worn when we entered, but everything had an issue. I will say up front it was our fault for dropping our things off in the room to meet up with family then returned that evening, so we didn't take a good look around. Lesson learned! Sitting area had a small table and two chairs...started to sit in one of the chairs and the front leg was completely broken off and had just been placed at the table with the leg in place. The sofa was filthy and cushion ripped. Light above table had only one bulb in it. Carpet dirty and baseboards either missing or glued (sort of) in place. Grout in tub area was moldy as was the floor tile grout next to tub. Shower head not secured.....toilet seat hanging on with one bolt. Bedroom desk light shade barely hanging on...Goodwill would not have accepted it. When we took the chair to the front desk, we asked for more towels and a bar of soap as we did not have enough. The very nice lady at the desk had a long line of people checking in....I went to the bar and asked the bartender if there was anyone else who could help us. He found us towels and offered to bring soap up when his shift was over...which he did. We chose not to turn on the heat because the ceiling around all vents were dirty--we did not need anything blowing in the air to stir up allergies. At that point we had already decided to pass trying to use the shower. Woke up this morning knowing we would never return to this establishment....that was confirmed when I turned on the water in the sink to wash up ..... could not adjust water temperature and worst of all....could not turn off the hot water.....actually, neither faucet worked and we left the water running when we left the room. On our way out we stopped at the front desk to give them a running list of what we experienced. I'm certain the young woman is a college student. All she could really do was take notes and tell us that the hotel is going to be doing renovations. We strongly advised the room we had been in not be used for anyone. Had we not been on our way to a commitment, we would have pressed to see the manager. I have traveled all my life and never been in a hotel in such disarray. Do not stay at this hotel. Second chance will not happen for us. What a waste of money. Lessons learned.....don't select hotel based on comments or ratings posted by establishment and don't wait until late at night to get to room and look at what you just paid for. WE should have asked for a refund.

Poor facility- they turn off the AC in the rooms for the season. Well this is the second stay in 3 days at this lackluster Embassy Suites. The rooms are worn, lighting is bad, carpet is worn and unclean. The A/c has been turned off for the season apparently. We weren’t told we wouldn’t have any AC if we needed it. So needless to say the room is stuffy and hot due to no air circulation. We can’t even open the windows. My husband stays at Embassy Suites all over the country and used his earned points to stay here. Definitely going to report it to Hilton hotels and get his points returned.

Not what I expected from an EMBASSY This hotel is not your typical Embassy Suites. I have stayed in a lot of Embassy Suites throughout the years. You are expecting big suites, big open atriums, and their cooked to order breakfast. This place falls short on everything. Rooms are small, no atrium, and you can only order omelettes. We had a very long day and had digital key. We walked into the lobby and went straight to our room. Digital key did not work. We went back downstairs and had to get a key to our room. We walk back to our room and opened the door. GUESTS WERE IN OUR ASSIGNED ROOM. We had to go back down and get a different room. Front desk agent apologized and said “I’m so sorry and placed us in a newly remodeled room.” The new room was nice but it was NOT thoroughly cleaned. There was hair on under the comforter, one pillow was missing a pillow case, there was powder all over the thermostat, and the light bulb out at bed. The staff is very nice and that’s why I bumped the star level. We have stayed at other Flagstaff hotels. We recommend the Doubletree and Hampton Inn. This place has a lot of work to do.