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Jerry E

My advice - look elsewhere. This hotel is a stain on the Hilton Brand.

1.0 of 5 bubblesReviewed 3 weeks ago
Booked PRE-PAID 2 night stay on a busy weekend. When I get to Pittsburg they tell me that because I did not check in exactly when they preferred they released my room without my knowledge and KEPT MY FIRST NIGHT PAYMENT! They offered to rebook me the "last available room" at a cost approximately 2.5 times what I had originally booked. It's going to take a lawsuit just to get back what is rightfully mine, not to mention the headache they caused.

Very shady business practices. In a big city with many options, I would look elsewhere or you might find yourself in the same situation. The mid level manager, Isaiah Escobar, is pretty much incompetent - only providing excuses and non-relevant corollaries. The general manager, Carol Darabant, might as well not even work here - multiple voicemails to return our call and still waiting to hear from her. This hotel and their managment is a stain on the Hilton Brand.
Date of stay: October 2024
Trip type: Travelled as a couple
1.0 of 5 bubblesValue
1.0 of 5 bubblesService
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Isaiah Escobar, Owner at Embassy Suites By Hilton Pittsburgh Downtown, responded to this review
Responded 2 weeks ago
I apologize for the poor experience and am sorry you were unsatisfied with the full refund you were given despite the No-Show for your reservation. Again, it is standard practice for hotels to collect payment for a reservation that does not show up on the day of arrival. Despite the policy clearly stating this and no call from you on the day of arrival we still have processed your refund and waived any fees. It is unfortunate that you are not satisfied with the full refund, but we do hope you consider staying with us again in the future.
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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Reviews (1,159)
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Reviewed 28 September 2024

I really enjoyed this Embassy. I drove up and the valet was there immediately and directed me to the 25th floor lobby. After being checked in I dropped to my 21st floor room. The room was very spacious with nice views. The bed was very comfortable. I arrived with some back pain and noticed it was gone when I left 5 days later. I appreciated the big shower with great water pressure.
The location was great. The convention center was an easy 10 minute walk. There were plenty of restaurants nearby. Easily walked to the baseball stadium. I didn't encounter the breakfast issues some others did. The omelette cook was not pleasant, but she made the best omelettes I've ever had at an Embassy! This Embassy is great and I'd stay again without hesitation!

Date of stay: September 2024
  • Trip type: Travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank C A
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Mikalah Lyons, Owner at Embassy Suites By Hilton Pittsburgh Downtown, responded to this reviewResponded 4 weeks ago

Thank you for your response! We appreciate you taking time out of your busy schedule to let us know about your stay. We do hope you decide to stay with us again sometime soon!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 September 2024

In from Galveston TX. Breakfast was VERY busy and we waited for plates, cups, etc. 2nd day we skipped FREE breakfast because it was overcrowded and long lines everywhere. Kirk at the bar is awesome and very friendly; front-desk women, including Mikala the manager (sp?) not so much so. We were gone ALL day but when we returned, we did not have room service the 1st day until about 5PM; which interfered with our nap and even then, no bed make-up. The 2nd day, back to the room at 4:30pm and ZERO room clean-up. Grabbed extra coffee
& cups off the cart. Put all the trash and used towels outside our room and hung the DO NOT DISTURB sign. Requested late check-out at 2PM and were told no can do. Seems like Diamond members have less respect here than other Hilton properties. Room is super nice, location is great, customer and room service need serious attention. Update, spoke with the Manager and still no 2PM check-out; unless we pay $100. If you can't clean the room until 5PM, why do we need to be out at 12:45? I guess we will look for another hotel for our next visit.

Date of stay: September 2024
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Donald L
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
GSA AGENT, Owner at Embassy Suites By Hilton Pittsburgh Downtown, responded to this reviewResponded 26 September 2024

Thank you for your response! We appreciate you taking time out of your busy schedule to let us know. I'm glad we were able to make it right during your stay and resolve issues inhouse and we will continue to strive to ensure better services amongst each department. We do hope you decide to stay with us again sometime soon!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 September 2024 via mobile

We stayed for 2 nights on the 19th floor. The room was clean and very spacious and we loved it. The separate bedroom was great for our family and my son was sleeping on the pull out couch. The pull out couch didn’t have any sheets on it, which was easily fixed by the front desk giving me sheets. The pool was very clean and had many towels to use. The main problem with our stay is that there was only 1 of 7 elevators working Labor Day weekend. There were 2 staff elevators running, but not for guests. We waited numerous times for 20-30 minutes to get an elevator. This was an issue both days we stayed. We invited guests to our hotel for drinks, and they couldn’t get to us because the line for the elevators was too long. We did have major problems with the breakfast service on Labor Day. All hot food items, except fresh made Omelets, were out at 830am when we got there. The omelet line was 15 people long. There were no dishes, cups, silverware or napkins out. It was a complete mess!!! My only option was to get in the omelet line and hope they didn’t run out of food, which they didn’t. I have always expected more from an Embassy Suites, but this stay was the worst Hilton experience to date.

Room tip: We parked at the Oliver Parking garage behind Foto de Chao. My pickup truck didn’t fit the municipal parking garage across the street.
Date of stay: September 2024
Trip type: Travelled with family
Thank marcorocks
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Mikalah Lyons, Owner at Embassy Suites By Hilton Pittsburgh Downtown, responded to this reviewResponded 26 September 2024

Thank you for your response! We appreciate you taking time out of your busy schedule to let us know. We will continue to strive to ensure better services amongst each department. We do hope you decide to stay with us again sometime soon!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 1 September 2024 via mobile

Stayed here for 2 nights with our 2 teens. Loved the location. Easy walking to everything including PNC Park where we caught a Pirates game.

The hotel is in the historic Oliver Building in the heart of downtown Pittsburgh. Room was big with separate living room that included a pullout couch. Great breakfast included plus the usual Embassy Suites happy hour.

Had an issue our first night with the
a/c. Woke up at 4:30am and the room was warm. Thermostat was reading 79 in the room even though the air was set to 68. Front desk was super helpful and polite. They sent an engineer up within 5 minutes and he remedied the situation. The room was cool again within 20 minutes and no more issues.

We parked upon our arrival across the street in the municipal parking garage under Mellon Square and didn’t move the car until we departed for home. The fee was $20 per day.

Valet Parking is also offered by the hotel.

I would highly recommend staying at this Embassy Suites and will definitely book here again whenever we return to Pittsburgh.

Room tip: Park for less $ across the street at the parking garage under Mellon Square .
Date of stay: August 2024
Trip type: Travelled with family
Thank Mike D
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Mikalah Lyons, Owner at Embassy Suites By Hilton Pittsburgh Downtown, responded to this reviewResponded 26 September 2024

Thank you for your response! We appreciate you taking time out of your busy schedule to let us know. We do hope you decide to stay with us again sometime soon!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 30 August 2024 via mobile

I stayed here for one night. I tend to stay at this hotel when in town because it’s nice. The front desk staff was nice. The rooms are huge. I think this is a former bank. My room was clean. And quiet. And the bed was comfortable. The views from the rooms are really nice and you can walk to most places In the city.

Date of stay: August 2024
Trip type: Travelled on business
Thank Flyingboy58
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Mikalah Lyons, Owner at Embassy Suites By Hilton Pittsburgh Downtown, responded to this reviewResponded 26 September 2024

Thank you for your response! We appreciate you taking time out of your busy schedule to let us know. We do hope you decide to stay with us again sometime soon!

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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