Embassy Suites by Hilton Cincinnati RiverCenter

The staff made our wedding trip fun, and everyone was so friendly. When a big snowstorm meant my wife and I had to leave early and miss Saturday night, they refunded that unused second night, even though we were ready to pay for both. The room was nice overall, though a few fixtures looked old and worn. We’d stay here again if we get the chance.

The staff were wonderful and tried to help, which makes this hard to write. Still, on a very cold weekend, I couldn’t get the basic comfort I needed. I’m from a warmer climate, so maybe that added to it, but I set the heater to 76 and woke up to a room around 64 degrees. During my four-night stay, I managed just one shower that was warm enough, and even then the water turned freezing in under five minutes. I reported it to maintenance and was told it would be taken care of, but it wasn’t. At checkout I described the problems again and was told I’d get points. Cool, I guess. The reservation was through my employer, so they get the points while I got to freeze. All I wanted from the room was a bed, toilet, and warm shower, and the shower was a definite no.

The staff were attentive, breakfast was great, and the chef was especially nice and accommodating. There was plenty of food for our family, and the building and our room were clean. The beds were so comfortable I could’ve stayed in them for three days straight. We had a late check-in and needed to switch rooms, but the hotel sorted it all out easily. Parking was simple to navigate too. The common area was lovely, with a canal view, a waterfall and comfortable seating beside it. There was beautiful foliage throughout the open space, and the glass elevators added to the atmosphere. I’ll keep choosing this place for family stays!

The customer service was great, but nearly $500 a night left me expecting a lot more from a Hilton. There were crooked light switches, large patched holes in the bathroom, and nonstop HVAC noise that kept me awake. The breakfast was nearly inedible. As a family, we tried dozens of items and almost all tasted off. I’d contacted the hotel about its restaurant so we could plan Thanksgiving dinner with the kids. No one mentioned there were only two pre-made holiday meals, with no menu to choose from. I appreciate that the hotel provided food, but I called because I have a family full of children, and most kids won’t want a meal they can’t choose on a holiday. The garage also turned out to be too low for my standard-height SUV, and it damaged the roof of my vehicle. I’ve traveled internationally and Hilton is usually my go-to, but in the US it seems to fall short compared with Marriott. Diamond status also doesn’t seem to get me complimentary upgrades at US hotels, unlike internationally. This wasn’t a great stay.