I am a business traveler and have been diamond with Hilton for many years. I have stayed at this property a few times. For a really long time they had construction and a mess, but I am willing to overlook renovations that will make the property better. Today, I arrived at 11:45 am from the airport to find that my room was ready, but they wanted to charge me a $30 early check-in fee. In all my years of business and personal travel, I have never encountered this. If the room is ready, you get to check-in. If it is not ready, you have to wait. Even with being diamond, they still charged me. I have to be in this area several more times this year, but I will not stay here. I will go right next door to the Marriott, which has much better rooms (I stayed there because the Embassy was sold out for about a month ago). The common areas here are ok, but the rooms are outdated and the bar leaves a lot to be desired.

This place is disgusting. It's totally dirty everywhere. The lobby seemed to have been updated but seems cheap. Parking outside is a disaster and watch out for them coming after you with extra fees. In general they just try to screw you over left and right. Hotel management is super unfriendly and a disgrace to Hilton quality. They never call back, if you have issues and just leave you hanging. I would never ever stay here again. They just steal from you and don't give a dime about their guests. It makes me so angry to be a Hilton diamond and even consider this place.

Driving through West Virginia Christmas evening for a stop over with my family. Young woman who took the reservation over the phone was pleasant and helpful and we got the room we needed. Other guests were cheerful and nice. The man at the door was pleasant and conversational. But the front reception staff was so disappointing.
When we arrived the young man casually said that there were two beverages available to each adult. And that everything else was closed. We asked for a restaurant recommendation and headed out to pick up some food. When we returned at 7:40pm and asked to select our beverages he said that the time was up and that it was only until 7pm. Besides the fact that he never gave me a time limit, I said but you saw me leave and I wouldn’t have taken wine into the car with me. I just figured I would select it when we returned.
It is Christmas Eve and everything is closed, even their own bar. I explained that I truly did not hear there was a time limit and if I could I would but it at their bar but it was also closed. To which he replied there might be a bar somewhere that is open, Merry Christmas.
I am not even a drinker, but we thought just to have a toast to celebrate would be nice.
Shameful customer service. Even the fellows at the 7/11 where we got our food were more hospital.