Things don't always click, whether you're talking about personal or business relationships: instead, the 'click" becomes a 'cluck' - of the tongue, of disappointment, frustration, even betrayal. I'm not asking for special favors or deference, or anyone to kow-tow, but when you've earned the highest status in the Hilton family, you're exhibiting a high level of patronage and no uncertain degree of loyalty; as such, you'd expect a modicum of courtesy and rudimentary professionalism. Neither was forthcoming in my recent visit to this property.
I had already been through the wringer, driving back from days of skiing at Vail, only to find I70 closed for half a day due to an avalanche. This meant taking a long detour and STILL missing my flight by a country mile. I elected to stay the night rather than rack my body further through a redeye on another airline. I called Hilton's Diamond Help Desk to seek accommodation, coming up with (...sigh!) Truth be known, Embassy Suites had always been close to the bottom choice for me in the Hilton family. I find their ersatz chic and modernity off-putting and gauche, their evening receptions, institution-like: as in, "If they had evening receptions with cheap wine and beer in the big house, it'd look like THIS!"). But I didn't have too many other options. After securing the reservation with Central, I was told to call the hotel directly to arrange for a pick-up. When I called, the snooty young man says he doesn't have my reservation; do I have a confirmation number? I said I'm a Diamond member, had just made the reservation with Central, and I've even received the email confirmation of the reservation in my inbox; how could he not have it? He insisted on having the reservation number, which I had to dig out of the email, whereupon he said, 'I have it now." He proceeded to give me the directions for the shuttle, which turned out to be WRONG! He said something like "West side, door 105" when the West side consists of all even-number doors. (Grrrr! I need this like a hole in the head!) But wait: there's more! After I checked in, I found that I didn't have my charger with me. So I went to the front desk, where I found this same self-absorbed young man; I explained that I need a charger, and could I borrow one from them? Travelers like I leave things behind; I don't need to TAKE one from their lost-and-found, just borrow it for a couple of hours: a request that has been accommodated cheerfully in other hotels. No can do, he says, and to add insult to injury, he helpfully suggests, "I can get the shuttle to take you to a 7-11!". Seeing the puzzled look on my face, he wryly added, "...where you can BUY one!" If I had an ounce less restraint, I swear I would have slugged him, or at least resort to swearing. There are other little things that bothered me (the leaking ice machine, par exemple), but I just don't feel like recounting those now.
With all that, my stay was totally spoiled - which is a shame, since the property is really not that bad (for an Embassy Suites). The rooms are spacious and quite tastefully appointed (for an Embassy Suites). Very often it's the people who make or break a transaction.
Oh and be warned: they only serve breakfast till 0900! read more