Embassy Suites by Hilton Tucson Paloma Village

"Room is nicely updated. Loved the balcony and view of mountains (although there is a busy street there as well). The free made to order breakfast is always a huge selling point for us. Would definitely stay again."

"If I were writing about my first day here it would be glowing. Lovely staff, clean updated room and wonderful breakfast. It was downhill from there. Breakfast was seriously understaffed! Often basics such as napkins, silverware, salt, plates and cups were missing. Oatmeal being scooped into paper cups and butter spread with forks. Food was not replenished in a timely manner and often not at all. All hot items were gone an hour before closing this morning, no pastries or bread left and coffee pots empty! It is a shame to see what could be an attractive feature turn into such a scene of frustration. I did enjoy the pool and I found most of the employs pleasant and competent, just overwhelmed with too much work. As noted in other reviews access to outlets or USB charging was difficult. I hope management takes note. This could be a topnotch hotel, but for now it has some issues."

"Stopped here at about 1 am on our way to California. The gentleman at the front desk (I think his name is Alex) had impeccable customer service. I would give him a 20/10 stars for that alone. The other staff were so nice!! The hotel was clean with ample parking and beds comfy. Breakfast was delicious. We ate on the terrace, which had a gorgeous view of a mountain. I highly recommend and I would stay again"

"It's very, very, frustrating when you have been staying with Hiltons for years and come here. Not up to standard at all!! The only good thing about the staff was the night desk gentleman and he was so kind and professional, sadly that interaction only lasted a few minutes at our check in. After our check in, we walked by the pool area and noticed it was dirty with towels and trash, so we decided to check first thing in the morning, conditions were still the same. We wanted to take the kids swimming so we checked after breakfast, same conditions, called downstairs to make sure there were at least towels. Front desk ensured there were towels. We got ready to swim, stopped at the desk on the way to the pool and asked if we could get towels, since the conditions were the same, front desk said she would call housekeeping. Too many instances about one single thing. Front desk girl was rude and made up excuses as to why it was the same. I would've been understanding if she had been honest, things get messed up, we're only human. But the dishonesty is not okay, give a reason not an excuse. The views are great, property is beautiful!"