Embassy Suites Williamsburg

Keisha (sp?) provided excellent customer service. My son was traveling with a group and left an AirPod in his room by accident. I called, and housekeeping found it right away. I gave my card number to cover shipping it back. I really appreciate the help and accommodation.

This is our favorite place to stay when we’re in town, usually once a year. The guest services team are friendly and helpful, and the breakfast is excellent every day. There’s also a full-service hotel bar in the evenings. The layout is nice and unusual, and the suites work well. They have more drawer and storage space than usual, plus a separate living room and bedroom with a door between them. Both rooms have TVs. The living room has a hotel-sized fridge, wet bar, small dining table, and plenty of comfortable seating and lighting.

The breakfast food and kitchen staff were fantastic, and most staff members were friendly, professional, and courteous. But this wasn’t a good stay at this Embassy Suites. I’ve stayed at this brand many times and usually had good experiences, with only one other hotel I can remember that made this one look good. It looked refreshed from the outside, but the room needed much more care. The loud, deep A/C hum never stopped, even after it had been off for hours, and sometimes made conversation hard. The unit also struggled to cool the room. The mini-fridge cabinet had obvious water damage and was in very poor condition. The sink drained slowly and needed several pushes of the stopper lever almost every time. Water leaked onto the bathroom floor, though I’m not certain whether it came from the sink or toilet tank. The bathroom door wouldn’t stay open to let light in at night, so I had to prop it open. Some of the liquid dispensers weren’t properly attached. The sofa and its pillow had stains, and the bedside lampshade had a big dust bunny on it when we arrived. The bedroom desk lampshade was bent and warped. The large lamp by the couch had what looked like an exposed bulb socket cord hanging down, which might be a shock or fire hazard, though perhaps it was made that way. The iron’s bottom was caked with grime and had to be scrubbed before it was safe to use on clothes. One day the room wasn’t serviced after staff put a “pet in room” sign on the door without telling us that meant they wouldn’t clean while a pet was inside. They did make it right. The digital key never worked after two setup attempts, and both physical room keys stopped working twice and had to be recoded. Outside, the dog stations sit mostly in dirt rather than grass, and none are lit at night. Please add safety lighting and consider adding grass or moving them. The hotel needs closer inspections and more thorough care to finish its refresh. We’re unlikely to stay at this particular one again.

The made-to-order omelets at breakfast were a nice plus, so we gave it an extra star. The suite itself was only worth one. There were five of us, and the pullout couch had the worst mattress we’ve ever slept on. Its cushions were stained and gross, hot water kept cutting out so we often had cold showers, and the shampoo and conditioner ran out without being replaced.