1. Too few staff to adequately serve us. (Not their fault) 2. Broken ice machine the entire stay. (Wednesday-Sunday) 3. No parking-had to use Public Parking facility at $20.00 per day. 4. No lunch or dinner available. 5. Air conditioner was so loud that we could not hear the TV. 6. Most days there was only one person at the front desk. 7. The Manager had to clean rooms because of insufficient staff. 8. The pool was not open 9. Happy hour had no snacks or soft drinks 10. Only one working elevator for 7 floors plus the lobby and lower level. 11. The WORST PROBLEM was the Hospitality Room! We were here for a convention and expected this room to be available. One of the doors was broken and it took a staff member about 15-20 minutes to secure it. It was never opened when it should be. the thermostat didn't work and the room remained at 60 degrees! 12. The staff that you did have, did their best and were accommodating and very helpful and gracious under the circumstances. I recommend a raise for all. Especially helpful and eager to be of assistance were Peaches, Pablo, and Ebony. They went the extra mile to do whatever was necessary to make us comfortable.

Go elsewhere! I wish I chose to stay at the place next door. The Hilton brand has gone downhill. They have nice beds and updated bathrooms but the facilities and guest services are well below what Hilton used to be. I was in town for a conference during the week and this is right across from the convention center -- though not the only option. I am disabled and need to get in the water to exercise daily. Their pool was closed my entire stay. I was given different reasons and different answers at the front desk each time I asked. "It's the pump" "It needs to be inspected" "They're coming tomorrow at 11 to fix it " "We don't know when it'll be fixed" I looked back at the reviews and see a lot of guests have complained about the pool not being open or clean or hot. I asked where is the handicapped parking and was told "we don't have anything to do with the parking". I asked what the easiest way to get to the convention center is and was told "we don't have anything to do with the convention center". When I checked in, I wasn't given any information beyond my room number and where the elevator was. When I got to my room, I called the front desk with the room phone and it rang and rang at least 10 times before I hung up. The bed was comfortable, the shower was hot, and some of the staff were nice. But if they say they have a pool as one of their amenities that you're paying for, they should keep it up - or take it off their website.

DO NOT STAY HERE!!! When I checked in yesterday my room only had new linens on the bed. The Bathroom was FILTHY. There was a ring around the tub and hair in it. The chairs in the living room are so disgusting and have never been cleaned. There’s even a huge white stain on it. I called the front desk and was told someone would be up to address the issues. After 2 hours I called again and some young guy from the front desk came to our room to explain how they are short staffed and we need to give them time to get rooms ready for new guests and then they’ll be over to clean ours. After another hour and a half no one had come and I had to leave for my conference. When I came back, housekeeping had left the door to our room open!!!!!!!! So I sat here for over an hour to see if housekeeping was coming back in. No. They simply had left the door propped open so that anyone could have come in and taken our belongings. I BEYOND AM FURIOUS THAT I PAID FOR A DISGUSTING ROOM AND EVEN WORSE CUSTOMER SERVICE. I HAVE NOW REQUESTED THAT THE OWNER CONTACT ME. AND I WILL BE FILING A COMPLAINT WITH THE BETTER BUSINESS BUREAU AND CORPORATE.

This was our first time back in 3 years. Immediately we noticed the updates in the lobby and so forth but that stopped there. We had to wait forever for the one working elevator. The room was not updated but the room size was good and the beds were comfortable. Upon arrival the toilet in our room was clogged after one use and it took over 4 hours for maintenance to come and check it. Also I went to the front desk to ask for towels because our two room suit only had 2 towels. I was told she was only allowed to give us 3 towels. I had 6 people staying in that suite. Then we took our two small children to the indoor pool that magically only opens on Saturday and Sunday. When we checked in we were NEVER told that or was it advertised on the website. Huge disappointment! Then breakfast, NIGHTMARE! We have stayed at Embassy Suites for almost 20 years and this was the worst! The two mornings we were there the food quality was bad. Well what was available. We stood in line for over 20 minutes and when we got to the front of the line the woman took the pancake and waffle batter to the back and said she was tired of making them and they were out. There was no yogurt, fruit, milk for the cereal, bread to make toast. There was no coffee. The sausage and potatoes were undercooked. If you come expecting breakfast you will have better chances walking down to the CVS and buying your own milk and cereal. You probably could sell bowls to other parents of small children that felt the same disappointment. This hotel is definitely not prepared to handle any groups of guests of any size.

Our family of 5 stopped here on our way to the beach. After traveling many hours we just wanted a comfortable place to rest. First off my 18 yr old granddaughter screamed as she saw a huge cockroach by her bed. We tried to call room service to report the bug and ask for bed covers for the pull out— no room service! Beds were very comfortable, breakfast was good but parking was NOT free. Two cars - $20!!! This would not be our choice of places for a return visit.

I am posting a picture of my hair because it will make the other pictures make since. I am a Hilton Gold member, which means I stay at Hilton properties regularly. Normally my stays are without incident however I was extremely disappointed this time. We checked in late in the evening and it was seamless using the app, nonetheless we were greeted with smiles and asked if we needed assistance. The staff was extremely courteous and helpful. However our room was not what we come to except by Hilton standards. The bathroom had not gotten the attention it needed from the cleaning staff. So I immediately went back to the front desk, showed them the video and the manager upgraded me immediately. Unfortunately the next room had the same issue just in 2 bathrooms instead of one, at this point I just had to concede because I realized that every bathroom was going to have the same issue. The cleaning staff just had not done a thorough job cleaning. However the manager assured me that the cleaning staff would be back the next day to do a thorough cleaning of the room. Well that didn’t happen. We literally had been gone all day and when we returned the only thing the staff had done was change the towels. Hair was still everywhere the beds hadn’t been made and the floors hadn’t been vacuumed. Disappointed wouldn’t even begin to describe my experience. The only reason I am giving them two stars is because of the staff.

I travel for work all the time and always stay at Hilton chain hotels. Definitely not what I'm used to when staying at Hilton. The person who was supposed to be managing the front desk was in the back room and just left me in the lobby for almost 20 minutes. Someone had to go get her. Even though I was the only person checking in, the check in took a further 15 minutes! The walls on the room were dirty. Some of the furniture was broken. The room had a weird smell. The bedroom light switch didn't work. Had to use my phone flashlight to find the night stand lights. Had booked a king, ended up with 2 queens. Too tired to fight over it. Parking was $20/day despite diamond level. Access to the next door Marriott was easy from the parking structure, but the Embassy Suites doors were locked and you had to go around. AC was soo loud you couldn't sleep unless you turned it off.

Rooms are dated, our shower ceiling was falling in plus our toilet ran on and off all night. The ice machine and an elevator were broken which caused some inconvenience. The other item was homeless folks were sleeping on level 2 each day of our stay, that led to some safety concerns. The breakfast and evening reception areas were great, they just need a major makeover to their rooms.

Location and staff are great here. Every staff member I encountered was wonderful! I have nothing but nice things to say about them. There's value in the complimentary breakfast and evening "happy hour." Parking is easy (but pricy) in the attached garage and you can walk to many parts of the arts district and right into the convention center. The room was spacious and I had a nice view. There was a mini fridge sink, and microwave. It had a separate living area and bedroom which is great when traveling as a couple. There were so many outlets (both USB and regular) which is always appreciated for charging devices. The bed was comfortable enough and the linens seemed clean. All that said, the room's bathroom was kind of grimy and the elevators were awful. Hair in the bathroom, stains in/around the tub, stains on the wall. There was also a really odd smell throughout the building (musty and damp). Something in the room triggered my allergies and the whole time I was in the room I was sniffling and sneezing. The common areas (lobby and 2nd floor with some seating and a gym) were nice enough but the elevators were in terrible shape. The elevators could not be avoided as I was on the top floor. 1 elevator was not working at all and the other 2 were filthy and the floors were coming up inside and they both smelled very unpleasant. I'd probably stay here again because staff were nice and there was value and convenience but I'd make sure I brought allergy meds.

The location is central to downtown but the parking situation is trash. The service was good at first but when I called to ask them to speak with the guests using the second floor lounge about how loud they were being, they didn't do anything about it. The lounge area is in an open environment and every room in the building that is facing that area from the 2nd floor to the 9th floor can hear all the noise even after 11pm at night. One elevator was out of order and the others looked as if they were on the way out as well. The breakfast was great, the room itself was good. I expected more from a hotel that charges over $150 a night. They don't validate parking nor provide any sort of military or first responder discount for it either. I will not be staying at this hotel next time I am in Winston-Salem

Was looking forward to the heated indoor pool as advertised on their website. I should have known there was going to be an issue as the check in agent was very short and didn't even bother telling me about the amenities on the property. I changed clothes and went to the pool just to find out it was closed with absolutely no reason explaining why. This is definitely something that should posted on the website prior to booking! How disappointing! The concern was brought to the attention of the manager on duty and she "fairly" compensated for the experience. The breakfast and evening reception was very good, no complaints. The rooms were very spacious however it is seriously outdated and the in room furniture isn't visually clean. Bring your lysol! Unless they do a FULL renovation...I will stay elsewhere.

One of the worst hotels I’ve ever stayed at. We found COCAINE on one of the mirror tables on the 2nd floor common areas that wasn’t cleaned up the entire time we were there. Parking at the hotel for the weekend was $50! The elevators were all broken except for one, and that one had floorboards that were splintered and cracked and none of the button lights worked. It also would not go down to the LL floor. All of the outside card readers were out of order so we had to enter through the front every time we entered the building. The pool and hot tub were also out of order. The housekeeping staff didn’t give us any towels after servicing our room. And the housekeeping staff also harassed us twice about checking out at 11 even though the sign on the room’s door said checkout was at 12. Easily one of the most poorly managed hotels I’ve ever seen. All that said, the breakfast omelet bar was top notch.

Clean room and comfortable furnishings. Helpful staff and excellent service and food in the restaurant. Even though a parking garage is attached to the building, you cannot park there and go straight to your room if you have checked in to the hotel online. The parking garage instructions are not clear about this. I moved my car to a garage further down the street that had pricing posted prominently.

So disappointed - Embassy’s are one of very favorite hotel chains because they offer the 2 rooms suites with a door, which is great for kids. Our whole experience was a disaster from the lack of all soap products, busy front desk phone line (we’ve been down there 4x already and it’s only 9:40), broken ice machine, no cups in the room, etc. The hot tub is broken. The big kicker is that we asked for an extra blanket - it STUNK!!!! When I took it took the desk and asked for another, they told me that another one was “just going to come from the same bag so” ugh!

Stopped in today to book a room for my wife, son and I. I wish I knew the lady's name at the desk. She asked how she could help and I said I needed to book a room. She says quickly back they were full. I said it would be a week out. Told her the app was not working and she said it was probably my phone was the issue. She told me to connect to the WiFi to try the app again while she helped another couple out who walked up that the room keys did not work for them anymore. She took care of them and then gave me the password that didn't work for the WiFi. She goes to pull up on the computer and asks when we wanted to check in. I told her the dates and while she is looking it up someone else comes up and she stops helping me to help them. She came back to me and asked if I got my phone to work. I told her I had restarted it and I think it was the app that was the issue because I would get an error message that I told her about when I first came in. She goes to a different computer and asks me again what days and I tell her again said days. She said you have to be a Hilton member to use the app and I advised her I had been for years. Another guest walked up and she went to help them while still not helping me. We decided to book a different hotel instead of here. We never have issues with Hilton staff like this before but this was uncalled for. I was trying to spend money with them and she decided I was not with her time to help.

The customer service here is top notch! Quinton went above and beyond on a phone call I had with him. And, someone chased after me one morning at breakfast as I had to carry food back to my room (for an early work call), but she wanted to make sure my food was covered! Super hospitaable and nice. The rooms are older and dated, but I'm sure they will be up to par once redone. They were incredibly clean, though.

The staff was great. The breakfast was really top notch. They have the usual fair but the made to order omelet bar and fresh bacon was really great. The open area on the second floor was a great area to meet and get a little work done and had a really open air feeling. Nice to have a table to work at in the room separate from the bedroom

Excellent service. Before 2020 I used to travel 3 weeks out of the month for work regulary and I have a lot of experience with Hilton brands so I ignored the bad reviews and gave them the benefit and I am so glad I did because me and my family had a great stay. Room was excellent. Location was great but most of all the service was great. At check in everyone was friendly, we had a small mistake on room assignment but it was fixed quickly and the team apologized and we were on our way again. Evening reception team was amazing. And then breakfast staff was awesome. Every encounter was friendly and genuine. AND there was a homeschooling convention or something going on so the hotel was packed with families and service was still on point. I managed customer service for 20 years and the best service isn't always when everything is smooth but how you respond when mistakes happen and when you are at your busiest. Really great team. They deserve recognition and appreciation. We will be back. Thank you!

Great location however the hotel is a bit dated. Several occasions with our group resulted in changed rooms, unfair compensations, wrong charges at check out, and even room keys not working. The rooms were clean but they were mostly carpeted and dark, resulting in an unclean feel. The hotel desperately needs remodeling. The breakfast was fine. The bar and bartenders were great and kind, and did their best to handle the many guests attending the evening managers reception.

My stay here was excellent the check in process was pain free my company needed to know a complete total before check in the host accommodated me with that with no problem, he also informed me of the appetizers and free drinks at the bar. The breakfast was elegant the next morning my omelet was by far the best I've had outside of home. The room was nice the beds were comfortable and the attention to details was a plus for me. I felt like I was royalty instead of needed a place to stay due to vehicle issues. If ever I'm in the area again I'll definitely stay here again.

Great stay! Staff were great! I needed a late check-in; had no problems! I had issues connecting to the hotel wifi so I called to the front desk a few times about my bill. NO issues staff answered my calls and questions in a polite and professional manner. I had one issue that was not their fault. I will return with my family.

Clean and comfortable. The staff is amazing! They go out of their way to meet every need. It's not a beautiful hotel but it is exactly what we needed and I would book a room here again next year in a heartbeat!

Took almost an hour to check in due to front desk issues. The woman with the dreads was VERY helpful though. The couch bed was unable to be used due to it being so filthy which we didn't find out until we got to our room around 2 am. 13 yr old knew immediately he wasn't sleeping on that and chose the uncomfortable chair instead smh. We had a suite and COVID still exists so I expected things to be sanitary but clearly they don't vacuum the couch after each guest leaves which makes you wonder what else they skip. I'd think you'd up your cleaning standards for a SUITE which isn't CHEAP. Breakfast was a disaster. Line was ridiculously long due to poor communication/setup. People were waiting for the food that was made instead of being told the line was only for made to order omelets. They only had 2 staff so of course that caused back up as well.

Every employee we came into contact with was friendly and courteous. The managers reception was awesome, their food was great, and the complimentary breakfast had something for everyone. Room was clean and bigger than expected. Would definitely recommend and will book there if we are in the area again.

My aunt booked us this hotel for a girls night specifically because of the pool, only to find that the pool was closed after check-in. They said it was on the website, but when she booked the hotel a week ago it wasn't on the website. She also called to verify the pool was open before booking. The only thing positive about our stay was the friendly young man at the front desk. Even the manager barely tried to remedy the situation with a $8 bottle of Chardonnay that none of us even like and didn't even ask if we drinked or not, no discount or offer for remedy like a discount on a night at another Hilton or anything. All their amenities were close only one elevator worked with exposed wires any little kid just could have grabbed. And we got here at check in time and still had to wait two hours for them to clean our room, and the the shower was still dirty. There was only two little trash cans in the bathroom that fills up with one toilet roll. The was no vending machines on our floor where it said vending and ice. And the ice machine was broken. There was no books in the room telling restaurants and attractions near by. I have stayed at better budget motels.

I stayed for three days and two nights for a conference. There was only one person at the check-in desk at a time. I counted as many as 15 people in line at times and took almost an hour to speak with the host. I arrived early for the conference but I was only able to get a room after 6:00pm. To top it all off, the network was down my entire stay. I was unable to get a key for my room or use the digital key app. I had to have an escort every time I needed to get back in my room. Very frustrating, keeping in mind the long lines in the mornings and evenings at the desk. One positive, the staff was very nice and upbeat, even though EVERYONE else was frustrated. It just seems that it would have been a corporate priority to have their network up and running and not let this situation happen for three full days. I assume that housekeeping during extended stays is a thing of the past because that did not happen for me. I also had to pay for parking. The paid parking deck attached to the hotel was full and I had to park at another deck three blocks away and carry my bags because the line was too long to get help checking in and checkout. Other than that, everything else was great.

From the moment we arrived until we checked out, the staff were kind, helpful, and absolutely wonderful to work with. They were able to give us an upgrade that was such a blessing because one of the four of us were going to have to sleep on the couch, and we ended up all having our own bed in a beautiful suite. The reception with complimentary beverages and the made to order breakfast the next morning was fantastic. As we were leaving, there was only one small issue we encountered and I was only telling them so that they would know that they would need to look into it, and without hesitation they immediately offered to give a portion of what we paid for our room back as an apology for the issue. It was something that was out of their control, it was minor, and we had no intention of looking for a compensation but the way they handled it was the way all customer service people should be. It was our first time staying here and I will absolutely come back. If I could leave six stars I would.