Embassy Suites by Hilton Amarillo Downtown

We had 23 rooms booked, yet the front desk manager on duty around 7 p.m. on Thursday, January 22, was openly rude to my colleagues and me. They even threatened to evict our Director of Marketing for asking reasonable questions about hotel policies. We were told several problems “could not be corrected,” but I called Hilton Corporate and every one of them was promptly resolved over the phone. That makes the manager’s claims seem untrue. At one point, they suggested all 23 of us should just stay somewhere else. That says a lot about the service we received. I stay often at Embassy Suites and other Hilton brands around the country, and know Hilton emphasizes customer service and going the extra mile. This Embassy Suites Downtown Amarillo manager did not live up to that at all. In all my years of travel, I’ve never encountered a hotel employee so rude and unprofessional. There are several places to stay downtown. If you want service in line with the Hilton brand, I strongly suggest choosing another one. I’m giving one star only because zero isn’t an option. I’ll follow up with Hilton Corporate and hope this gets addressed so others aren’t treated the same way.

The property was clean, nice, and well located, but our youth hockey team had a disappointing experience with staff. The kids were repeatedly told off just for gathering in common areas, even though they weren’t bothering anyone. We asked to use an empty conference room as a place for the boys to gather, and were quoted $200 for three hours, despite the team spending over $7,000 during the stay. Nice hotel, but I wouldn’t recommend it for families or youth sports teams.

The $98 upgrade from a standard room to the Presidential Suite was well worth it. It was beautifully furnished and spotless, thanks to housekeeping, and the whole hotel was very clean. The air scent diffusers were a nice touch too. My wife and I had an amazing New Year’s Eve stay, and both the evening reception and breakfast were enjoyable. Only two problems came up: the sauna wasn’t working, and the pool and hot tub needed more cleaning and a chemical check. Otherwise, everything was outstanding.

The staff made us feel looked after the whole time, friendly and professional, and check-in was smooth and welcoming. Embassy Suites by Hilton Amarillo is modern, clean, and nicely designed, and we felt relaxed as soon as we walked in. Our family suite was spacious and comfortable, with cozy beds, a spotless room, and room to unwind. We also enjoyed the indoor pool, the many breakfast choices, and the evening reception with snacks and drinks. Parking was easy and convenient. We had a fantastic stay and highly recommend it to families, travelers, or anyone visiting the area. We’ll definitely come back.