Embassy Suites Hotel Winston-Salem

Embassy does not honor their own rebooking policy! I will never book a Hilton again. Embassy Suites, by Hilton, will not stand by their 3 day rebook policy. We want to change to a different city, from one Embassy Suites to another Embassy Suite hotel. They won't allow it 3 days out as their policy states. Even in their email, they state in their booking policies, 3 days, now they're saying 7 days. Makes no sense that we can't change to another hotel in the SAME system THREE days in advance!

Never Again We booked a 2 bed room suite several months prior to our trip. We were traveling with 4 teenagers. Upon arrival we were told the room we booked was given to someone else. The lady at the desk apologized and said the only thing she could do was to give us two separate rooms. I said that would be fine as long as they were next to each other. She once again apologized and said she would have to put them on different floors. The idea of putting four 15 year old girls on a different floor than us made me extremely nervous, but the lady said there was no other option. It was already 10pm and we were worn out of traveling, so we had to accept what was offered. The lady who checked us in said she would be crediting my Hilton account with 20k bonus points for the inconvenience. It’s been a week, the points were never applied to my account. Finally, the hotel itself was pretty gross. The floors in hallway, lobby and especially the elevator were filthy. When checking out we overheard/ saw a couple showing one of the workers photos of bed bugs found in their room. We will absolutely never stay here again.

**Extremely Disappointing Stay - Not Worth the Time or Money** I was very disappointed with our recent stay at this Embassy Suites property. The room had a strong urine odor, making it extremely uncomfortable. The bathrooms were in desperate need of a deep clean, with shower walls and flooring that should have been replaced long ago. Additionally, the pull-out couch mattress was thin and worn out, making sleep impossible for my son. There were no linens for the pull-out, and despite calling the front desk three times and personally requesting them, we waited over two hours. The understaffing was evident, and it was clear that room upkeep was not a priority. I found myself staring at the popcorn ceiling, rethinking my choice to stay with Embassy Suites. Save yourself the frustration, money and avoid this property.

Save money and have a better experience by staying at the Holiday Inn Express instead My wife and I both have had wonderful experiences with other Embassy Suites locations and using that as a benchmark I'm sorry to say but this experience was impressively bad. I will provide you with a rundown of the first day alone and will spare the hotel some embarrassment by not listing all of the further disappointments during days 2 and 3 which include a broken A/C unit in our Suite, the ice cream bars in the lobby that clearly melted then froze back together while still in their packages, the restaurant running out of Burger Buns (2 out of 3 choices for sandwiches on your dinner menu BTW and it was only Wednesday) and the two bottles of water, and only two bottles of water, that we received as part of the "Generous Snacks" included with the $40 per day up charge that we paid for along with our Premier Suite which we would only receive if we asked for it from the front desk I also feel it is important to note that we were in town last minute due to a serious family emergency that required us to be near the hospital and had just drove through the night from Ohio with a 6 month old and 5 year old as well. Please take the already VERY stressful situation into account and then add all the bullet points you'll below on top of that, which we paid over $1000 to experience, and then you will understand why I would give less than a "Very Poor" rating if it was possible. Day 1 of 3 Experience at the Embassy Suites Winston-Salem: Arrived Early in the morning after driving though the night and the front desk associate was fast asleep. I hit the designated button to alert them I was there and to let us in (at the very least so my family could use the restroom after an 8 hour car ride) and i Called a few times but they didn't wake up. I could hear phone ringing from outside the glass doors, so I know it was working, but still the staff member did not wake up. A staff member also walked by the sleeping desk attendant and saw they were sleeping, but didn't bother to wake them up either Fortunately my mother was also staying in the hotel and was heading over to let me in after I had to wake up at 5:45am. *Side note, it really isn't necessary to lock the front doors of the hotel if you leave the lock from the Garage entry broken and wide open, management might want to fix that.* - Sheets were very dirty, and stained in all beds, a significant amount crumbs and dirt in 1 bed and the other 2 had some kind of fluid stains and clearly fresh actual dirt. -1 bedroom door would not close - I suggest looking into the heavy musty smell in the room as whatever moisture is causing the smell could be swelling the doors a bit. -Shower dirty with leftover public hairs from a previous guest which my wife had to clean up before our son could use the shower. - Old dirty bath towel on the backside of bathroom door left over from a previous guest as well. -One reason we chose premier package, and paid $40 a day extra for, was snacks for the kids and convenience for us since this was such a last minute situation. There were none of the "Generous Supply of Snacks" when we arrived, and the only way for us to get anything we had to ask desk for it which was 1 small bag of chips 2 candy bars and 2 water bottles the first day and the second day all we were permitted was the 2 bottles of water. In no way do we feel we received a $40 per day value for this.   - Finally, a big reason for selecting Embassy Suites was the pool for our kids to enjoy and help my wife keep them busy while I was at the hospital but the heater was broken with no ETA on a repair and it was far too cold for us to use. Also the hot tub was broken. Feel free to reach out here with any questions or you will likely see this experience posted on Trip Advisor, Google, Yelp, etc.. soon and are free to reply there if that is easier

Not here, and not ever. This place is dreadful. The room was large but there the goodness ends. The staff is barely visible and clearly stretched thin. The hotel is trapped in a late 80s time warp with dated everything like fake plants attached to balconies that overlook an ugly empty atrium. One elevator out of service the whole stay. Others dirty. Ripped furniture. Brown stains in shower. The gym was ok but no wipes to clean off anything. No towels. Guy near me left two huge puddles of sweat from peloton ride and then left the them there when he departed gym. Breakfast is nasty and buffet is empty with if minutes. One woman making omlettes for waves of people using tiny amount of ingredients. Hotel packed with groups of kids. Walked over to Marriott in am bc this hotel doesn’t even have milk available for the coffee early in day. Only those fake creamers! This cannot be a Hilton property can it??? The Marriott may be more $$ but it was clearly worth it given the stark contrast.