Embassy Suites by Hilton San Diego Bay Downtown

John Smith

Don't stay here! They have a HUGE problem with customer service. Melissa was arrogant and condescending at check in. They won't allow check in before 4 pm, when 3 pm is the industry standard. They act like it is a HUGE issue to accommodate check in at 3:00 for people coming in from a long trip. Then, if you are attending a conference at the convention center, definitely DO NOT stay here. They make it clear that you are the least important customer they have and are required to have the lowest end room available. You can pay a large upgrade fee on your already overpriced convention room. Next, Melissa kept going on and on and on about what a "lovely" low end room we were given where the iron ruined my clothing with something sticky and the room was dirty. Melissa should be fired. Next, valet parking is the only option, which is higher priced than the nearby higher end hotels. We had to get something out of the car after parking and the parking turns out to be very nearby so it is all a scam to charge extra money for nothing. Finally, Larry, the Director of Operations was also arrogant and demeaning, arguing that his hotel is great. He needs to go to customer service school and should also be fired. On every bad review, he says "call us" so he can tell people why they are wrong instead of fix any situation. Bottom line, don't stay here, the customer service is the worst I have ever seen in a Hilton brand.

Caroline S

Pros: The room was clean. The breakfast buffet was well stocked and sufficient. The elevators are operational. The pool is clean. Pet friendly. Cons: Not sure the price-pint supports the amenities / location / service. Perhaps this is a family-focused hotel but for business travelers, i do not recommend this hotel which is rare as I’ve never had an issue with Embassy Suites or any of the Hilton chain. The pool and fitness area is not 24 hours. I understand the pool is due to not having a lifeguard, but the gym? God help you if you are trying to beat jet lag. Also, the WiFi lags significantly even the “paid” speed is slow - i ended up using my cell phone as a hotspot. And cleanliness in the lobby needs improvement. The hotel lobby is a guest’s first impression - to include the grimy doors. If there is an area of high traffic, why rely on housekeeping to clean up when the desk staff can pick up a piece of trash on the lobby floor? No pride in work is often a sign of poor employment conditions. Warning for those on a restricted budget: the ONLY parking is valet parking. Had i known, i probably would not have stayed here given other hotels in the area are at an equal price point, have self-parking for half the cost, and better service and amenities. I originally gave 3 stars due to amenities and room cleanliness. Sadly, the staff has not been friendly or helpful and so I’ve amended this review to 2 stars. The attendant at the breakfast area, not cheerful and a bit of a drone in her explanation of breakfast. The night front desk staff is uninformed - I’ve observed two instances where a guest asked a question and the staff did not know the answer nor attempt to get the answer. Leaving the guest with an unanswered response or “i don’t know” is lazy. Overall, this hotel management could use some education in hospitality management and educate their front desk staff in the same methods.

H M

Room 704. King 1 bedroom with a balcony that faces the bay. Great room. Highly recommend the balcony. Would've love to have a seat out there to enjoy the view longer! Vallet parking only, but they are quick. Make sure you ask the front desk to adjust the rate to Hilton Honors members rate if that applies, it's much cheaper than the posted rate. Staff is great, restaurant downstairs was busy, salad was quick and easy. I didn't take advantage of breakfast this trip. I'll come back again!

Kris Wakeman

We were very happy with our stay. We opted out of daily housekeeping, although every employee we encountered were more then accommodating. The location was ideal for all of the great sights and restaurants. The one meal we had at the New York West restaurant/bar was excellent as well. My wife enjoyed the Lobster Ravioli and I had the Linguine with clams. Phil was our server and he was excellent. I would recommend Embassy Suites Downtown San Diego to anyone visiting the area.