Embassy Suites by Hilton Indianapolis North

The room layout worked well for a family, and the front desk staff were kind and helpful, but the room wasn’t comfortable or clean. The air felt stagnant and too warm, and a note beside the thermostat said there was nothing that could be done. There were stained towels in the bathroom and an obvious leak by the exterior door. We booked specifically for the pool, but the crowd there was allowed to behave dangerously. Teenagers were actually fighting with fists in the water while small children were nearby. Security was present and had been notified, but the experience was already miserable, and I had to pull my own kids away and leave. The elevators were frighteningly slow; we thought we were stuck, though the doors did eventually open. I’ve stayed at many Hilton properties and have never been this disappointed.

The breakfast was fine, though nothing stood out. What bothered us more was how worn the place felt. The rooms look dated, with tired furniture, torn carpet in spots, and desk pieces coming loose. In our room, an electrical cover was barely attached by a few nails, which felt unsafe, and the bathroom was old too. The hallways carried a lot of noise, especially in the evening, and the elevators were painfully slow when people were using them most. For a Hilton, I expected a better level of upkeep and hospitality than this. It could use repairs and more attention to the guest experience.

The room was spacious and the location worked well for us. Breakfast was the best part, really nice. But the HVAC didn't work, and there were loud fans and dehumidifiers around the building. To cool the room, they told us to open a window. The elevators were so slow we ended up taking the stairs.

During my two-week business stay, plumbing trouble kept coming up, including one full day with no water. I also found several bugs in my room and have photos of them. Housekeeping never came unless I asked repeatedly to have the room refreshed. One night at 11:00 PM, a maintenance tech came into my room without knocking, saying he was looking for the source of the water problems and needed to see the bathroom. I wasn't in a position to have visitors then, and told him he should have knocked. Getting food was another problem. Service downstairs took forever, and one evening my business partners and I couldn't get anyone to take our order, so we left. I tried room service for the last two days instead, but my texts to the room service number got no response and no meals arrived either time. The snacks offered from 5-6:30 were a mixed experience too. Twice out of four visits, unsupervised kids came in wet from the pool and picked up food with bare hands. I raised these concerns several times and nothing changed. Guest services just said thanks for letting us know, with the same poor, no-action response. This was a terrible and definitely memorable stay. Because of it, I had to remove the hotel from our local list for employees and clients. I expected more from a Hilton, though this level of service might be what I'd expect at a lesser hotel or motel.