Embassy Suites Hotel Birmingham

The lobby has beautiful koi fish, and there’s a nice indoor pool. Our balcony was tiny, lol, but the view from it was awesome. The place is nice and roomy, and we’d stay again if we’re overnighting in Birmingham.

The next morning, the shower water wouldn’t stop running, and the sink’s cold side wouldn’t turn off either. I recorded it, then packed up and went straight to the desk. I showed the woman the video and told her what had happened. She offered 10000 points, but I said this was about the hotel’s name and the expectations that come with it. I was very disappointed. We skipped breakfast, which is usually good. I’m from Birmingham and have stayed here before, but this time was awful. I arrived around 420 for check-in. There was a line, and my room wasn’t ready, so they put my name on a list and said they’d call when it was. At 530, still without a call, I asked about the evening reception and the man gave me some tickets. The drinks were great when it started at 6. At 630, I still hadn’t heard anything, so I checked again and was told the room was ready. Room 406 smelled like pee in the bathroom. Someone came up after I called and sprayed air freshener on the bathroom walls. We ordered Ruth Chris, but the food arrived in collapsed takeout boxes, all at the bottom of the trays. There were no utensils, salt, or pepper, and the food was cold. I went downstairs to Ruth Chris for cutlery, but they said they didn’t have salt and pepper packets to go. My wife wanted to send the food back, but it was late and there was nowhere else to get food, so we reheated it in the microwave. We’ve stayed here and ordered food before, and they set it up in the room like a restaurant meal. This was a letdown. I was trying to make great memories, not a troublesome one.

We had a reservation for 2/7/26 and arrived around 335. They told us check-in started at 4, put us on a list, and said they’d let us know when the room was ready. The lobby quickly filled with guests, but rooms still weren’t ready. The line stayed long, management gave no updates, and frustrated employees said they didn’t know and couldn’t answer questions. We had a military ball to attend. At 6, two and a half hours after we’d first tried to check in, we still had no room and had to cancel. When we said we were leaving, they replied, “Oh, you should have already been checked in due to your Hilton Rewards status.” They were unapologetic after we told them we’d missed the ball, and seemed relieved to have one less guest to deal with. There were multiple events in the city, and guests were left getting ready in the lobby and restrooms. People arriving to dine at Ruth’s Chris had to walk past guests curling their hair and doing makeup. This was well after the 4pm check-in time, with no clear updates or communication from management. No manager came to explain what was happening or speak with guests. Hilton Diamond Customer Service was shocked by our experience and took steps to make up for the poor service at Embassy Suites Birmingham. I’m adding this after receiving a response from the property. Saying they couldn’t check everyone in at 4pm because they were 95% full the day before shows a lack of accountability. Guests waited more than two hours past check-in time with no explanation or compensation from management. When we left at 6pm, dozens were still waiting and had no idea how much longer it would take. Their response only confirms how they run the hotel and the service they provide.

The room was spacious and clean for a standard room, and even had a balcony, though it was only big enough to stand on. I’ll stay here again when I’m next in Birmingham. The hotel’s interior is beautiful, with indoor gardens, a waterfall, and koi ponds. The front desk was helpful at check-in, check-out, and whenever we had questions. The complimentary evening reception was an unexpected perk, with a bar for alcoholic drinks, fountain drinks, and chips and dip with toppings. Breakfast was great, with a good range of food and drinks. The made-to-order omelets were a nice touch.