Embassy Suites by Hilton Walnut Creek

"I’m so disappointed, once I checked in it took about 25 minutes to go into my room due to the elevator taking forever and too many people cutting. Once I got into my room we went straight to the pool since I have 3 little ones and after we got into our room we come to find out that the whole hot water was gone and they were trying to fix it (they didn’t until the morning) and my kids couldn’t take showers after being in the pool. LASTLY, my whole side of the window floor was wet so I called front desk and they sent someone to look at it and he said “oh yeah they need to move you rooms but they are so busy”. I had to stay in my room because I had everything unpacked w 3 kids and my youngest (1year old) was already asleep in the bed. The engineer who looked at my room said they should give you a huge discount or give you the night free and GUESS WHAT?! they only gave me a $50 discount… I was very upset but was super respectful and let it go."

"This is the 2nd time that I've stayed her for my business trips. Great location, in between 3 shopping centers within 2 Mike radius. Great amenities, good breakfast, great bar in the lobby with decent food. Rooms are clean, I'm a little tall, so I don't fit in the beds without having feet hanging, so I sleep diagonal lol. Love the shower and shampoo, and lotions they provide. Will continue to stay there when I'm in town."

"Pass on this location. Very poor customer service experience. I called the day before our stay and asked for an early check in. They said yes and to confirm the day of on timing. I called the morning of our stay and asked what time I could check in. They said 1pm. I asked if we could use the pool in advance of our check in time. They said yes. I arrived at 1240pm and they said the room is not ready but they would put me on a call list for availability. I asked for access to the pool so my young kids could swim and they said it's only for guests and they would have to check with a manager. They gave me an access card, which was great. Not a great foot forward saying I wasn't a guest, but no biggie. At 145pm I went to inquire why our room wasn't ready. The manager Sabrina, said our room wasn't ready, and that normally check in is 4pm and that there is a charge for early check in. I let her know of the prior conversations and the expectation set by her hotel. Without any apology, she explained to me the business model of Embassy Suites and that I didn't speak to her team, so I would have to wait till they get through the list (even going by her logic, I should have been at the top of that list since I called in at 1040am). I was called about 15 minutes later and we were able to check in. There were several breakdown points in the process culminating with a very bad customer service experience with the front desk staff and manager Sabrina. She didn't seem to listen or care about the situation and kept shuffling through her papers and not making eye contact. I'm not one to scream and shout or make a scene but I can see why people do it after experiences with your brand. I went through the right process, followed the advice of your staff, only to be ignored and explained how hotels work as a way of excusing their ineptitude. Had I yelled and screamed, streamed on social media, or cussed and cursed I would have been attended to, might have even gotten an apology. Instead, I'm left with a sour experience, leaving a poor Google review, and staying somewhere else for my next visit. Cue the copy/paste corporate reply..."

"My best friend invited me to say at one of the suites in this hotel for her birthday with a group of girls. We had a blast! We called room service for an extra blanket and they gave it to us almost two minutes later. Overall, it was a great experience! It's a little expensive, but it's definitely worth it overall. One of my favorite memories with my childhood friend ❤️"

"The embassy suites in Walnut Creek is a solid four star. Plenty of couches and seating on the first floor! You know I hadn’t been to an embassy suites since I worked for one way back in the day and we came here in Dec 2023 and was reminded how great it is to have a one bedroom suite with two different TVs and a couch area. My wife and I are digital nomads and we need to work in separate rooms so we need quiet. this was perfect for that. Breakfast is included and it’s a hot buffet with coffee omelettes etc. As well as they give you 2 drinks at happy hour. Very nice! Nice gym and pool area! A couple cons, in the downstairs bathrooms, they ran out of soap in both M/F. Noise, we were on the 8th floor which is a great view inside of the the atrium, however on the top floor there is some machinery you can hear in the corner room. So, if you like white noise this is probably ideal for you, if you really need quiet probably ask for a lower floor in the hotel. Either way, we really appreciated our stay at the Embassy Suites ($150-250 per night) and we will consider this one of the types of places we would come to again. Thank you ES for an all around good stay! PS Love to see recycling bins for plastic bottles and cans please ♻️"