"Embassy Suites has always been one of my favorite hotels because of the complimentary full breakfast and evening Happy Hour. I’ve always enjoyed my stays, which is why this experience was so disappointing.
I checked in on Saturday around 2:00 pm and went out to attend an event with my husband and friends. When I returned, I was unable to access my room because my room key had been deactivated. I was told that I was in a different room (218) than the one I had been assigned (313), even though I had already checked in.
I had to spend time getting the situation straightened out, which was extremely inconvenient, especially after a long evening when all I wanted to do was return to my room and get some much needed rest.
How does a guest get locked out of their room after already checking in? This entire situation was baffling and frustrating. I expect better from Embassy Suites, especially considering my previous positive experiences.
While I still appreciate the amenities Embassy Suites offers, this stay fell short of the level of service I’ve come to expect. I hope management addresses this issue to ensure other guests do not experience the same inconvenience."
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