Embassy Suites by Hilton Amarillo Downtown

The accommodation impresses with excellent customer service, prime location near the baseball stadium, and clean, comfortable rooms. Guests appreciate the high-quality breakfast and cleanliness, ensuring a pleasant stay.

My recent experience at this hotel was a huge disappointment, and as a result, I ​will never book at this location again. I reserved my room online and received a confirmation number. When I ​arrived at the hotel to check in about 2 hours later, I was told that they had overbooked and that they unfortunately did not have the room I booked available for me. I was told that I was being "upgraded" to ​a suite. I've never minded the occasional upgrade, especially for someone like me who is a Hilton rewards member​-it's a nice perk. I thought that was all there was to it, but then when I received my receipt the next day, I discovered that they had charged me almost $200 more a night than the room I had initially booked. I don't feel like that's acceptable, and frankly, I think that is a very dishonest business practice. On top of that, I lost an expensive item shortly after checking in around 11:30 pm and when ​I inquired about it they said it had not been turned in. ​I​ asked to review the​ security video when ​I checked out​ the next morning to see who picked it up and was told​ there was not a manager there that could help with that, but they would give ​my information to the manage​r and the manager​ would give me a call and could assist with viewing the video​. The manager never ​called and​ ​I​ have called back multiple times. Avoiding showing the video or even the courtesy of returning a call seems​ a little suspicious ​like they are trying to protect a staff member, especially since we had a similar situation in the past. ​About a year and a half ago, I had an electronic device stolen by a hotel​housekeeping staff member after I left it sitting on the microwave​ inside my room. Luckily, they identified the staff member who took it when I told them the house location the device was showing up at when tracked and it was eventually returned. I accepted an apology from the hotel and asked for nothing else while choosing not to leave a bad review at that time. Since that incident I ​have chosen to stay at a nearby downtown hotel​, but finally decided to give ​Amarillo's Embassy Suites another chance​, I travel for business and this location has been hit or miss at times, but I kept trying to give the benefit of the doubt​, never again. I always expect high standards for an Embassy branded hotel, but have dealt with cleanliness and upkeep issues at this location and questionable staff members in the past who just did not provide a comfortable experience or give a safe vibe like you expect at a location such as this.​ It is such a great location and is a beautiful hotel that should be considered one of the best in Amarillo if it could consistently provide a great stay, but sadly,​ it just does not.

Great hotel and staff!!