Review of Embassy Suites 3*

On Saturday, Nov 24th I checked into room 249. We entered the room which was an overnight stay, and space to change for my daughter’s Sweet 16 birthday dinner. There were 3 other young people to arrive, change clothes and attend the dinner. When we arrived in the room to drop off snacks and drinks; we noticed the end table and refrigerator were nasty from not being properly cleaned. I called the front desk to request maid service. The overnight housekeeping staff, Mrs. Crystal came upstairs to clean the room. She responded with a pleasant attitude, she began to clean and inspected the room finding other places that needed to be cleaned including what appeared to be bloody urine on toilet seat and used tissue behind the nightstand. Mrs. Crystal offered to clean the entire room to be safe for myself, my daughter and other young ladies. Mrs. Crystal made sure everything needing to be cleaned was handled properly. While Mrs. Crystal was upstairs cleaning, I went downstairs to make a formal complaint about the cleanliness of the room at check in. I was informed management would be notified about this issue. As soon as I returned to the room, a call from the front desk was received. I answered being greeted by what seemed to be an aggravated employee by the name of Lenora Smith. Lenora, began to tell me about signing a "No party waiver. " I explained to her there was no party; and that it was very odd she was calling after I complained about the room and it’s less than favorable condition. Lenora continued to talk, saying “if we in fact were having a party that we would be asked to leave and immediately” she then hung the phone up in my face while I was still attempting to have a conversation. I went back downstairs to speak to Lenora face to face at the front desk. Lenora was standing with another female employee (did not get name) and Mr. Derek Boyd (director of food and beverages). I asked Lenora for her supervisor's information; she told me it was Scott Dial and continued to address me with an attitude. At this point, Mr. Derek stepped in continuously asking Lenora to be quiet and stop with the behavior. Mr. Derek and I were talking to attempt to resolve my concerns in a professional manner. Lenora continued to show unprofessional behavior by mocking me as I explained the problem to Mr. Derek. Her behavior was childish and implying she is untrained. She began rolling her eyes, moving her neck as if she would become physical. The other staff eventually escorted Lenora to a back room away from the front desk. Mr. Derek continued to apologize for her inefficient behavior. He offered to accommodate me; which were efforts to smooth things. He recognized I was very upset and didn’t want this to ruin my daughter’s birthday weekend. He provided his business card and Lenora's supervisor's information. Mr. Derek informed me that Scott would not return until Tuesday Nov 27th. I later received another phone call from the front office from another manager Angel, I believe, who again asked me to stop by the front desk to sign a no party waiver. I agreed but told him I'd prefer to not encounter Lenora. He asked what happened and I explained. He then suggested that he'd come up and have me sign the documents to eliminate me having to even see Lenora. I agreed and Angel arrived at the room with the document in hand and as I signed it he stated "You have nothing to worry about. This is not a party. This is in regards to parties where there are 50+ guests. " I again reassured him that it was just me and 4 teenage girls staying the night. Our time in your establishment was not as pleasant as I'd hoped. When I stay in a hotel I expect to check into a room that is already in a cleanly condition and to be treated with respect by all staff members; as I am a paying customer. Everyone I encountered during my stay at Embassy Suites was pleasant and professional except Lenora and that unpleasant experience is the reason I will not be staying at this hotel ever again. The best experience was Mrs. Crystal (housekeeper). She made sure our stay was comfortable and even checked in with us before the end of her shift to make sure we didn't need anything before she left.