Embassy Suites by Hilton Laredo

"The bathroom faucet for my room didn't work. Only one elevator was in service, so wait times were LONG. Check out took 45 minutes because of the lack of luggage carts and the elevator situation. Things were clean, the bed comfortable. The restaurant was okay."

"I'm really disappointed on the front desk clerk by the name of America. She was super rude maybe she need better training on customer service. I arrive 10 minutes early. She did not want to check me in she want to Charge me an extra $75 dollars So I sat down 5 minutes later. A bunch of people started coming in and she was checking them in before 3pm so I stand back in line waiting for 25 minutes and she was giving everybody 2 keys up to 3 keys and And bottles of water. when I told her i needed 2 keys She denied to give me 2 keys and the bottle of water She said she had other people to serve and she didn't know if she was gonna have enough keyes And I asked to speak with a manager and what I was told is they don't have a manager on a weekend. I believe that's when you need a manager on a weekend. Can I believe being a Hilton member is to be treated like this? I've stayed in the family garden and being tre. Have better customer service cause. This is not the first time I stayed at the Hilton embassy and they have real bad Customer service."

"Check in is at 3pm strictly. There was a misunderstanding with the time over the phone with caused me to arrive an hour early and to avoid the $75 early Check in fee I waited in the parking lot. After that incident everything else was perfect! Great place to stay and relax."

"Give ‘em the Pickle I am writing to express my disappointment and frustration with the recent experience(January 2) I had at your hotel. While I appreciate the complimentary breakfast and the Managers Reception with alcohol, I believe that scrimping a bottle of water after checking in is a pre-historic practice. I was informed by one Front Desk Agent (wearing eyeglasses) that water is only provided upon check-in, which I found outdated. Another Front Desk Agent (red-dyed hair) mentioned that your hotel is different. This inconsistency in providing basic amenities left me perplexed. I wasn’t asking for a case or water not even 3 - I just wanted a bottle since I was on my way to the fitness center. Additionally, I was disappointed by the significant contrast between the complimentary breakfast and the Managers Reception, both of which were generously offered. These amenities, which are more valuable than a bottle of water (approximately $0.20 per bottle), were provided free of charge, highlighting the hospitality your establishment aims to provide. The noticeable difference in cost between a bottle of water and the other complimentary offerings made me feel like I was being nickel and dimed by the Front Desk Agent (unless they are following instructions from their Manager). As a guest, it is disheartening to experience this, especially when HILTON promotes its commitment to exceptional service and guest satisfaction. I was likewise informed by the Front Desk Agent and Maintenance guy that you ran out Bath Gel (no one knows when it will available) to which your guests had to use a Bar Soap. You really gonna get hung up on a $0.20 bottle of water. GIVE them the pickle https://youtu.be/ISJ1V8vBiiI?si=JQGaUM6xrzPbyN73"

"I was very happy with this hotel. The lobby was decorated nicely for Christmas .The young lady that checked us in at 3pm was very helpful and courteous. Hat's off to all the staff that clean the rooms our suite was very clean and the bathroom was immaculate. Breakfast was very good and Hat's off to the man who made our omelets with a smile. I will definitely return to this hotel when we visit Laredo again."