I never write reviews, but had to share this experience for the unwary. I have been a member of Hilton Honors for a number of years and travel a lot for work and leisure. I have tried to be loyal to Hilton because they are typically customer friendly and a good value. In traveling through Vegas, I have found the Swenson Street Embassy Suites to be a really good value, and off the strip, which is great for young families like mine. In 2011, having been at the hotel on 8 different trips over a year and a half period, I had made a reservation for my family to stay again. We were stuck in LA traffic on the way to Vegas so we called at about 4:00 pm to inform the staff that we'd be arriving late. I asked if that would cause any problems and was told it wouldn't because we had prepaid (non-refundable) and our room was confirmed. When we arrived at 10:00 pm, the front desk clerk told me that they had given away the 2 bed suite and that we'd have to stay in the one-bed suite. She said she knew that meant that my wife and I and 4 small children would share one bed and 1 hide-a-bed, but there was nothing she could do because were late. Then she said, "There's another problem. We don't have any more pillows or blankets, either." I reminded her that we had called to confirm our late arrival and she was not impressed. Eventually, the staff rounded up one more pillow -- giving us 3 pillows for the six of us.
In February, I decided to give this hotel one more chance. Again -- it is a great value, the breakfast is wonderful, and the location is fantastic. We booked two nights separated by 4 days for the end of May 2012. The first night, I was delayed by traffic and called again. The desk clerk said "You don't need to call, sir. You have a prepaid, confirmed reservation. We look forward to seeing you later tonight." When we arrived, everything was great. On check out, the desk manager said, "We'll see you in four days!"
Four days later, we were delayed in LA traffic, again. We called at 4:00 pm. and told the front desk we were on our way and would not arrive until after 11:00 pm. The clerk said, don't worry, you're confirmed, see you tonight. At 11:15 pm I walked into the lobby. The lobby was empty except for the night time clerk and the security guard. I introduced myself. The clerk said, "Do you want the good news or the bad news?" Then said, "The good news is you are staying in Vegas tonight on us. The bad news is you're not staying here. We gave your room away." I asked why they gave away the room when we had called seven hour earlier. The security guard said, "You have to understand their position, a bird in the hand is worth 2 in the bush, like they say." The clerk didn't believe I'd called -- he asked who I spoke to. As I went to answer he said, it didn't matter anyway, the room was gone and he was sending us to the other Embassy Suites on the strip. He said, "I actually think it's a much nicer property, anyway." Then he called to see if they had a room available. He hadn't checked before, and if they'd been full, there was no apparent back-up plan. I'd have just been driving.
The fortunate reality is that the other Embassy Suites' Staff IS much nicer. They went above and beyond to apologize on behalf of the other property. In fact, when I called Hilton to ask why this happened 2 trips in a row, I was told that the Swenson Street property does this much more often than any other hotel in the chain. They told me that I'd receive a call from the property manager to apologize within 4 days. 3 days later, the customer service rep emailed to tell me that the manager reported he had called me and that he had apologized and told me how they'd make it right. The problem is that the property manager has never called and spoken to me at all.
If I stay at Hilton in Vegas again, it will be at the convention center Embassy Suites, not Swenson Street.
- Official Description (provided by the hotel):
- Atrium-style all-suite hotel situated 1 mile east of The Strip and 1 mile north of McCarran International Airport. Enjoy warm hospitality and a refreshing stay at the Embassy Suites Las Vegas hotel. Our hotel is across the street from the University of Nevada Las Vegas, Cox Pavilion and the Hard Rock Casino. The Las Vegas Convention Center and famous Las Vegas Strip are within walking distance of the hotel. Enjoy style and sophistication in a spacious two-room suite, host a meeting in our 6,000 sq. Ft. Meeting space, work out in the fitness center or relax in the heated outdoor swimming pool. ... more less
- Reservation Options:
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- Also Known As:
- Embassy Suites Las Vegas Airport Hotel Las Vegas
- Las Vegas Embassy Suites