Embassy Suites by Hilton Valencia

“Employees need customer service training, also no bathtubs. Good value.”

I would give this hotel 5 stars if it was not for a couple of issues. We travelled with 3 kids including a 1 year old toddler. 1) When we were checking in the front desk employee told us they had no more baby cribs left. When I asked her what should we do and where would our baby even sleep, s... more

I would give this hotel 5 stars if it was not for a couple of issues. We travelled with 3 kids including a 1 year old toddler. 1) When we were checking in the front desk employee told us they had no more baby cribs left. When I asked her what should we do and where would our baby even sleep, she just said "I don't know, I can give you a refund and you can go to a different hotel". This was at 10 pm at night, with 3 kids with us. I had to google stores in the area myself with no help from said employee and find a Walmart nearby, luckily they had one pack n play left and my husband barely made it there in time before they close. We talked to the general manager about this issue the next day, and he gave us parking refund. Still, it was a super stressful check in experience. If we went to Walmart just 10 minutes later, it would have been closed, and I have no idea where our baby would have slept. 2) We got to the room and it had no bathtub. No tub to bathe our 1 year old. I called the front desk and was told there are no tubs in the hotel except for a couple of double bed suites. Nowhere during the reservation process on their website does it say that there are no bathtubs in the hotel. We booked a King suite and it gave us options between "king accessible ADA compliant shower only" and "king", we assumed regular King had a tub. Nope. 3) I got dinner for the kids at the hotel restaurant downstgairs and they managed to even screw that up. Instead of grilled cheese sandwiches from the kids menu they gave us grilled chese sandwiches with steak. Just cheese and steak, for some reason. Of course, the kids did not eat them, and we had to toss them. When we went downstairs for a drink with my husband later, I told the lady who took my order about this screw up. She just laughed and said "oh well you got a more expensive item". Next day we all went there for dinner, and I ordered a grilled cheese again, from the same lady. You would think she would offer it for free since she messed it up the night before. Nope. Overall, the hotel is renovated/new, offers good value for the money, free breakfast. This is our second time staying at a Hilton property in that area, and probably will be the last. Our first time was in Hilton across the street from Universal, and the customer service there was even worse. When you travel with children, all the extra stresses add up to one ruined vacation.

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“Okay But In Need Of Updating”

The positive: good location. Staff is good, bar staff is excellent and friendly. Remembered us from the previous years stay. Free breakfast is good. Different than most others free breakfast, embassy cooks to order, omelettes, eggs, in addition to typical buffet items. Bar is friendly and dinner ... more

The positive: good location. Staff is good, bar staff is excellent and friendly. Remembered us from the previous years stay. Free breakfast is good. Different than most others free breakfast, embassy cooks to order, omelettes, eggs, in addition to typical buffet items. Bar is friendly and dinner choices pretty good. The bad: hotel is in great need of updating. 1st floor common area has peeling paint and water stains on ceiling. Been there at least a year. Tables are not bussed regularly so patrons had to bus tables in order to sit. Guest rooms are old and very dated. Furniture, desks, chairs ready for Goodwill. Bathrooms are stained and smell from mold. Almost no water pressure. HVAC rattles whenever it runs. No internet in 4th floor room. Mentioned to front desk but issue never resolved. Charging $15 a day to park in lot is thievery.

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