First, I will start by saying that I love staying at Embassy Suites!
This was the first time that I was disappointed. Upon our arrival & checking in at 4:30 PM, when we opened our room door, trash was on the floor, the couch pillows were on the floor and the beds didn't have any bedding on them & the bathroom wasn't clean.
Immediately, I revisited the reservations desk and reported my disappointment in being given a dirty room. I told them that check in time was 3:00 and after my long drive, I needed to be compensated with another room.
At first the clerk stated, they were booked and didn't have anymore rooms beside the one they'd assigned me to, which was not in the main area, but it was in another tower away from the central area.
I pushed back and told him that I needed to be compensated with another room in the central location & it's not fair to me, the customer, to have to wait on housekeeping to clean the room.
Thankfully, the clerk spoke with the manager and he told me that I will be reassigned to a room in the central location. After he'd previously told me they didn't have anymore rooms available, he then offered me the options of a room with double beds or a king sized bed.
My disappointment was that Embassy Suite's exceptional in delivering services to their customers, which is why I have remained a loyal customer. I had never experienced this before with this particular brand & I was glad that after being disappointed, my issue was resolved.