Embassy Suites Walnut Creek

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Significant Guest Service Recovery Failure and Inconsistent Room Assignment Room Type Reserved: King Bed Suite Room Type Received: Two Double Beds Suite My recent stay at the Embassy Suites in Walnut Creek, CA, was marked by a complete failure in guest service recovery, resulting in an unresolved issue throughout my trip. Upon checking in on Sunday, I was informed my reserved King Bed Suite was unavailable due to high occupancy, and I was assigned a room with two double beds. I accepted the room to avoid further delay, noting that the room itself was visibly worn, showing heavy wear on the walls and bathroom fixtures. I requested appropriate compensation (Hilton Honors points or similar) for the inconvenience at the front desk. I was told that the hotel could not handle this and that I must contact the corporate line. I subsequently spent a significant amount of time on the phone with corporate, who was required to reach out to the hotel to discuss and confirm if they could provide Hilton Honors points. This runaround unnecessarily consumed my time and energy. While a point offer was eventually made, the value was deemed insufficient given the additional inconvenience of the requirement to contact corporate just to have them contact the hotel. The overall experience was severely affected as I was forced to spend my entire stay sleeping poorly in an unsuitable bed. No proactive attempt was made by the hotel staff to follow up or rectify the situation beyond standard check-in texts. Crucially, a colleague who checked in the following day with the exact same King reservation issue (higher member status) was immediately upgraded to a Family Suite. This inconsistency strongly suggests that superior inventory was available at the time of my check-in, but the hotel failed to provide a comparable remedy for my involuntary downgrade. The issue remains unresolved, requiring further intervention with Hilton Corporate post-stay. This experience reflects poorly on the hotel's ability to manage reservations, empower front-line staff for service recovery.

We recently stayed at this hotel for a family vacation. The rooms were generally good, though there were a few bathroom issues. The staff handled everything quickly, which made the stay easier, but the hotel could definitely improve room maintenance, mini-bar upkeep, and overall hygiene. Breakfast was great!!!! the omelet station was the highlight, and the location is convenient. Parking, however, is tough since there’s no street parking, and the hotel charges a flat $35 per night. They also offer free snacks from 5–7 pm, but we didn’t get to try them because the timing didn’t really work for us. Overall, a decent stay with room for improvement.