Embassy Suites by Hilton Milwaukee Brookfield

The room itself was in bad shape when I arrived for my 38th birthday. There was hair, including pubic hair, in the tub, black marks on the fitted sheet, and mold and debris in the showerhead next door. I just wanted to shower and sleep, but after I complained, they moved me at midnight, following a conversation where I felt insulted, as if I’d never stayed somewhere nice. I was also told they rarely get complaints and heard a long explanation of how nice the hotel is. I know the hotel, and I used to come here for peace, healing, good breakfast, and good service. All I wanted was a clean room and help getting what I paid for. I’ve stayed here for years and used to find the rooms and customer service great. I’d never experienced racism or judgment before, but this birthday stay made me wonder whether the new management treats African-Americans differently. I wasn’t aggressive, loud, or disrespectful, yet I felt disregarded both times I came in recent months. No one greeted me or acknowledged my birthday, even after the problems, and there was no compensation for the poor service. The housekeeping manager said he’d give my husband and me points for another night, but after checkout we were told that hadn’t been promised, despite the front desk knowing about the conversation. Some rooms may be clean, but I wonder whether the poor housekeeping or the color of a guest’s skin determines what room they get. I was already grieving my mom, and this treatment really hurt. I’ll miss the place, but I’m going elsewhere now. I’m a paying customer like anyone else, and I want to be treated with respect.

The room was in no condition for my daughter’s birthday party. There was food on the floor, water on the TV stand, blood on the curtains, old tape on the walls, leftover balloons, and a raised black strip near the kitchen that was a serious trip hazard. I asked the front desk right away to fix things or move us, and I was even willing to pay for an upgrade. They said they had other projects and would send someone soon. An hour passed, and with guests due in ten minutes, someone finally came. He started unscrewing the strip, then said he couldn’t remove it. We had to go ahead with the party, and nothing was done for us. After using the pool, we found there was no body wash in the shower. I’ve never stayed somewhere with customer service this poor. Completely unbelievable.

For the price, the suite was great, and breakfast was good. The pillows were great too. Our room had a spotlight shining right at it, which was annoying, and the pool was cold. Staff didn’t always pass information along to each other, so we had a few small issues. Someone should keep the floor clear of juice and coffee spills before a guest slips and sues.

We’ve stayed here twice now, since both of our kids live in Milwaukee and we’re from Roscoe, Il. It’s close to a mall, so there are plenty of places to eat. The free breakfast and drinks at 5 p.m. are a real bonus, and staff are attentive when we have questions or need something. The price is reasonable considering the amenities. We’ll definitely come back.