Embassy Suites by Hilton Knoxville Downtown

"We stayed here this past Friday night boat show weekend. I left a travel pillow in the room and called the same evening we checked out and the following morning and stopped by hoping to get the pillow I left to be told, "sorry, we don't have it." So nothing was turned into lost and found by housekeeping, so it was either immediately disposed of or taken. It had sentimental value and this was very disappointing. It left a terrible finish to what would have been a nice stay."

"Been here approximately 6-8 times and as a frequent Embassy guest across various properties, this has always been my favorite location. However, the times must be hitting them because the manager hour is subpar at this point with their selections despite paying $400+ for two nights. We paid for the manager happy hour experience but at this point would be just as satisfied at one of the other hotels."

"I’m a frequent Hilton guest, my trip initially was great. I had no complaints, I ended up leaving my jacket there. No worries, I thought… I then contacted the hotel I took them a while to actually find the jacket, but once it was found they had no issues charging postage to get the jacket back. Weeks go by, no one gave me a single call or gave me any updates on the shipping. Mind you I’ve been very patient. I called about a week ago and a young man picks up the phone and forwards me to their shipper. Of course they don’t answer the phone. ..fine I’d figure I’d give it another week. I end up calling about my jacket again, being meant with the same questions I’ve previously answered. Are you sure you stayed here lol what color was the jacket etc… they then tell me there’s nothing they can do and I’d have to call. Now with then patient and frustration looming I say “no one answers the phone” I’m meant with replies by the young lady who answers phones that she emailed and she’ll call on my behalf only after i demand them to do such. I ask the young lady “did you guys get a receipt, tracking info, postage bill, or anything” I’m meant with no response. The young lady says she’ll get her manager (Pam) on the phone …mind you we’re already 10 minutes into our second phone conversation. Great resolution and customer service ya think. She says without even saying hello “we’ve done all that we can do, we’ll call on your behalf. If you continue to abuse staff we will hang up.” ABUSE really after your lackluster customer service and communication skills have come into play. Imagine not communicating or following up with a customer then accusing them of abusing you. Laughable… out of desperation I call the shipper one last time …imagine them finally picking up the phone to give me details of my jacket. Hey Pam really work on following up with your customer especially Gold and Diamond members"

"This is a very nice hotel, and worth surprise. The rooms were clean and very comfortable. We had a meeting room. That was the correct size and temperature was great. Dylan did a great job getting my car down and having it ready for me."

"Lovely rooms. Friendly staff. Good location. Although within 5 minutes of being in the room I had to pull a huge piece of jerky out of my miniature dachshunds mouth that he found somewhere in the room. Makes you wonder how well the room was cleaned."