Embassy Suites by Hilton Kansas City International

Kristi G. at the front desk made such a difference that we'll stay here again on our next trip to KC. She was always smiling, asked how we were, remembered our names, and kept us laughing. Her customer service was the best we've had, and she went far beyond what you'd expect from someone at the front desk. All the staff did a great job, but Kristi was especially exceptional.

I spend around 200 nights a year in hotels for business, and I've been a Hilton Honors member for over twenty years. Service like this is why I've stayed loyal. Manager Cheryll, Assistant Manager Kristi, and Alex at the front desk were professional, courteous, and committed to helping guests. Their steady attention and genuine hospitality reflect very high standards. Please pass along my sincere thanks to each of them for representing the property and brand so well.

Alex was one of the friendliest people I met in Kansas City. I dealt with him several times and joked that he'd hate me by the end of the week; he joked back about how the week had started. We were there for a week of business training, and the team faced the challenge of placing hundreds of people in rooms on Monday when they couldn't get all the rooms cleaned because of a staffing issue. They handled it really well, arranging for nearby hotels to take everyone in the time they had. The breakfast, lunch, and dinner all exceeded expectations, and my son is still talking about the breakfast omelettes. The heated pool stayed clean and was never too crowded, with good availability all week. The lobby was clean and welcoming. We enjoyed drinks at the bar during happy hour, and the bartender was so kind. After our first drink, she remembered what we wanted each time we came back that week. Our rooms were clean, and the property felt safe for my vehicle. Being allowed to check in early and leave late was amazing for us after a 10-hour drive. The location worked well, with food and shops within a five-minute drive, and my other training was only about 30 minutes away.

The location was excellent, close to shopping centers and restaurants. The staff were kind, but the service desk was often empty, and we had to go looking for someone. Our room was dirty, with some kind of red liquid, maybe juice, left in the sinks and on the countertops. There were cockroaches, and the hot water didn't work. The made-to-order food and buffet weren't fully cooked.