Embassy Suites by Hilton Flagstaff

Looks like Hilton brand is going down!! We are visiting a Hilton property in Flagstaff, AZ. Our plan was to spend the Labor Day weekend in Flagstaff and I have been a loyal Hilton Diamond member for few years now. I booked a two double bed one bedroom. But this property gave me a super frustrating experience. Firstly, the phone in the bedroom is broken. The phone in the living area doesn’t work at all. For every question or ask to the front desk, I need to walk over to them. When I told them about the phone, they said they will *TRY* to fix it. Secondly, the bathroom didn’t have any toiletries. The only thing I saw was a Head and Shoulders shampoo. Really? I expect a Head and Shoulders shampoo in a premium branded hotel? When I went to the front desk, they were not surprised. They said sometimes they mix it up and put it in some rooms. But where is the conditioner? They just said sorry. Then I asked them if they can offer me a shampoo & conditioner, after which they gave a brand Zero shampoo and conditioner. The room is not very clean either. To add to all dismay, we saw a centipede on the wall. I’m very disappointed for how the hotel is and how the front desk is trying to defend. I would definitely NOT recommend this hotel to anyone.

Motel 6, jail or Marine Boot Camp had cleaner bathrooms then this Embassy Suites. I stay 4 to 5 nights in a Hilton every week as I travel for work and stay exclusively in Hilton properties. This is the first time I had to shower with my flip-flops on because the bathroom was so disgusting with mold growth. Counters weren’t clean you could see the Kleenex box was not wiped off stains on the carpet. Hotel is in very much need of a renovation.

We Planned a weekend getaway to the Flagstaff area. I booked this place blindly because it’s a Hilton and we’ve never had a problem with Hilton brands - this was a mistake. Besides the staff being extremely friendly and nice, this hotel is definitely not Hilton quality by ANY means. We paid almost $300 for one night to basically stay in a Motel 6/Super 8. Such a waste of money and so disappointed that I feel like I can no longer blindly trust a Hilton brand.

Rooms have been renovated since the last time I was here, which is a definite plus. However, most everything else about the stay was disappointing. The hotel offers contactless check in through the app, but —-as we discovered — you need to stop by the front desk to get a room key anyway (as the light switches won’t work without it). Automated lights go on when using the bathroom at night whether you want them to or not. At breakfast the next morning, they were out of milk; the soda/juice machine was broken; they were out of plates; and the “fresh” fruit was brown and bruised. I cut into an apple and it oozed a brown substance. More than a little gross! Perhaps the most galling thing is the $10 parking charge when you have to drive around the parking lot three times to find a space.

This hotel is run down. It is dark, dirty and poorly managed. Upon checking in, we were met with a half-ready room. The commode was not very clean, nor was the shower. Ripped carpet, beat-up furniture. No housekeeping either of the first two days.

Very disappointing. We stayed at the Flagstaff Embassy Suites several times over the past 20 years but this property is now in terrible condition. In our 2022 and 2023 stays we saw some wear and tear but in 2024 it is awful. Cracked tiles, smudges on the bathroom walls, air-conditioning wasn't working, television didn't work and we came home itchy and rashy after our stay.

We neglected to read the reviews beforehand, relying on brand loyalty. But Hilton should remove this hotel from their "embassy suites" family of hotels. Yes, the rooms are configured as suites--but the quality one expects from the brand is missing. Breakfast very poor (omelette bar either not staffed or overwhelmed, foam bowls and plastic cutlery, not enough space). The hotel is tired and outdated. On our floor the ice machine was pulled out and nothing in its place. Housekeeping never arrived during our two-day stay. The two rooms were so cramped that we couldn't set up the luggage stand, which turned out not to be a problem as the stand fell apart due to a missing screw.

We had the not so awesome experience of staying in room 101 on 8/31/2024. We were greeted by stained and ripped carpeting, furniture that has been worn-out for the last 10 years, and an unleveled bed with feet higher than the head of the bed. We reached out to the front desk and were informed they were sold out and there was nothing they could do. When I called the Hilton diamond member 800 number we were told there were no rooms within 30 miles of the hotel that evening, and we were transferred to the hotels general manager who could not hear me speaking and disconnected the call. Given we had zero options available we reluctantly spent our evening in the hotel. When I left the room to grab a coffee and soda in the morning at the usual Embassy Suites breakfast setup, I found the soda machine was out of order and the fresh cooked omelet station was closed for the day. There are many hotel options in Flagstaff and I would recommend the Embassy Suites by Hilton Flagstaff be avoided. Embassy Suites are my preferred hotel brand and I have stayed in many different location. Never have I experienced the lack of maintenance and upkeep like I did at the Flagstaff location.

Booked this hotel weeks in advance and are Hilton Diamond members. After a weary day of traveling arrived around 5:30 pm. Friendly reception said we were given last room and sorry but it wasn’t an updated room. We thought how bad could it be. The room was old with worn carpet and worn furniture and smelled. It was extremely dark and it was hot in the room. We waited about an hour hoping room would cool down then asked reception to have someone look at a/c. We were told no one available. We then asked for fans and told no fans. It was so uncomfortable we could not stay. We left and moved to hotel down the street. This hotel needs to refurbish all rooms or the very least have working A/C or don’t rent those rooms. It is not up to any Hilton caliber.