Embassy Suites by Hilton Walnut Creek

The staff were very friendly, but I wouldn’t stay at this location again. The hotel felt like a party place, and the noise went on until after 1 a.m. Kids ran through the halls, doors slammed, and people laughed and shouted. The supposed 10 p.m. quiet time wasn’t enforced. Security asked a group in the lobby to be quiet even though they weren’t making much noise, while the louder guests were left alone. That ruined my sleep and the staycation we’d planned around relaxing and watching TV. Neither TV worked. We were told they were new, but apparently they didn’t work. Without a working TV to drown out the noise, the room was a no go for me. I got a text a little after noon saying the room was ready, though check-in was at 4 p.m., so I arrived shortly after 1. The key in the app let me into a room that clearly hadn’t been cleaned since the previous guest the night before. At the desk, they said the room wasn’t ready and couldn’t explain why I’d gotten the message. I had to kill almost three hours before it was finally available. The toilets were extremely low, and there were nasty stains on the ottoman. It needed cleaning or replacing. After I got my final bill, I also learned that food was room service only, not pickup as I’d requested by phone. They hadn’t mentioned a delivery fee or that they’d automatically charge 20% or 22%, regardless of the tip I wrote on the receipt. I had to call to get it adjusted because I don’t like hidden fees. I was disappointed with the stay and don’t think I’ll consider Embassy Suites again.

Our door didn’t close properly, and there were only three hangers in our suite. Those were about the only issues I could come up with. My family and I stayed at Embassy Suites, Walnut Creek, for my nephew’s graduation this past weekend, and we were treated extremely well. Shout out to Isaiah Robinson, Lincoln U, C/O 2026. I’d seen some recent negative reviews about customer service and how staff treat guests, but that wasn’t our experience at all. Supervisor Michelle Lee was warm, professional, and kind from our first interaction three days ago. My family can be a handful, and we got the breakfast amenity time wrong. Michelle still helped us out with a generous portion of what she could prepare in the kitchen. The front desk staff were quick and helpful, too. It’s a great property, and I’d happily visit again.

I left my AirPods in the room, and Isabell, the Houskeeping Mgr, went out of her way to find them so I could get them back. Nataley at the front desk took my call and helped sort out the problem. Their service topped off a wonderful stay at Embassy Suites. I really appreciate their help.

The first hour set the tone. We arrived to learn the parking lot was full, even though I’d spoken with Embassy Suites many times and nobody mentioned parking was limited. We wouldn’t have rented a car if we’d known. At check-in they also held another hundred dollars in case we bought anything, on top of the room payment, and I had to wait a week to get it back. There was no bellhop or valet, and when we went to the restaurant there wasn’t a waiter. There was no water in the room unless you bought it, and no minibar or snacks, even though we’d upgraded to a premium room. Room cleaning had to be requested, and when it happened they only made the beds. They left the old coffee pods in the machine. The sink was broken, and it took two hours to get it snaked. For lunch room service, we had to go to reception to get a menu. The whole trip was ruined by this hotel. They can have all the waterfalls they want in the lobby, but without food or water for guests, or staff who can help, it’s no more than a fancy Super 8 motel.