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Business Profile

Hotels

Embassy Suites Hotel

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/17/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hi so i booked a stay with them for the 6th of December woth checkout the 8th in booked the stay through the hilton honers app and requested mobile check in to skip the counter I had a death in my family and got incarcerated at about noon time on that Friday I got out on Monday we're i did contact them and the hilton about the situation i made three support tickets about this and a manager from the embassy told me they are waiving canceling fee and then I spoke to a lady yesterday stated she was the manager and that I can't get a refund how am I supposed to call or cancel the day of Friday if I'm in a holding cell and got out Monday afternoon there is no way and I work hard for my money how can you just keep my money and say I get no refund due to no fault of my own it's not right as a customer for me to have to go through this i have a family and kids to provide for

  • Initial Complaint

    Date:07/26/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I stayed with this hotel (Embassy Suites Waltham) from ***** May and noticed an erroneous charge of only $16.05 to my bill from the bar after checkout. Ive tried through numerous messages and emails to resolve the matter but hotel has shown little interest in even replying to my requests. Finally, on 18 June, the hotel provided an email with a copy of teh receipt asking if it was my signature. I replied that it was not and have continued asking for resolution with no reply. I cant imagine why a hotel with be this disinterested in resolving such a low dollar amount error on their part. Any help you can provide would be greatly appreciated.

Embassy Suites Hotel is NOT a BBB Accredited Business.

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