Embassy Suites by Hilton Tucson East

This one is a tough one to review as my wife and I had mixed feelings about the property. The lobby is indeed small and it looked like we ere caged in with all of the out of place fencing surrounding the lobby areas. Felt like walking into a cage. The front desk agent was not very friendly. A mechanical "Can I help you" was not very welcoming. The agent the next was very kind and pleasant. We were surprised to learn you had to go outside to access the elevators. And they had to be around 150 degrees in there on that 95 degree day. The hotel was older but for the most part well-maintained. It probably was a converted condo turned hotel room but it was one of the bigger hotel "rooms" you'll ever see...had a living room area a kitchen area, a separate room w a King bed and a huge bathroom. The shower was a little tight and surprisngly had no area to place your soap. Thats hard to believe. And one of the shampoo dispensers had fallen off the wall and into the floor. The living room area was nice and had a couch, but oddly enough no TV. Where was the second tv? In the hallway, of course. Everything included the carpet had seen better days. The flooring was uneven as well. Had to call a second time for an extra sheet that was requested at check in. But the star of any Embassy Suites is its included breakfast and this one did not disappoint. Great omelettes from a grumpy chef who, well, I'll be honest, did not look like he wanted to be there. But they offer pretty much any breakfast item that has ever existed. The coffee temp was the hottest I think coffee can go to..had to wait 3 hrs it seemed for the coffee to cool. So, a few positives and a few negatives. Would I stay here again? Probably. It was a unique experience.

The toilet didn’t work properly. Took 3-4 flushes just to get rid toilet paper. Both tv remotes didn’t work right. Only powered on and off

We travel a lot, 95% of the time at Embassy suites. From Calif to South carolina, from Kansas to New Mexico and many stops between. This location is the best one that we've been to. By far. They don't cheap out like some of the locations. Do cutting the budget by going cheap and skimpy on the evening reception. That's what sets them apart from all of the other hotels. Now I have to give all the others. Credit Their breakfast is always top notch made to order if you get disappointed.At your own fault. The evening reception at this location. It's the very best, and the customer service does beat them all. Maybe corporate needs to take a look at what they do different and start incorporating it in their other locations. If you're wondering which location to stay and you're in the tucson area, this is the one you should be at.

I absolutely loved this hotel! We stayed in room 251 and it was very clean and spacious. Brandon at the front desk was very personable and helpful and was able to accommodate us with an early check in, which was greatly appreciated. There is a managers reception in the evening with 2 free drinks included for all guests over 21 and free soda for the kiddos. The free breakfast was very good, compared to others I have had elsewhere. They allow DoorDash to the deliver directly to the rooms there. The grounds and the pool are immaculate. Don’t believe the negative reviews!

Do not book this hotel at the hilton website. I have an upcoming surgery so we booked one night. Then, we decided to stay two nights. I tried to cancel the first reservation online but it said I had to cancel 5 days before. It did NOT say that when I reserved. I called the hotel number but got a foreign call center. That person told me I booked the semi-flex rate that has to be canceled 5 days before. I told him I did not. When I went back to the Hilton site to duplicate my booking, it STILL says I can change one night before. But, I then asked him if he could ADD one night for me. After taking all my information, he says that I might still get charged the $200 for changing the reservation. He even called the front desk and they confirmed that I might get charged but I could try to work it out with the manager when I arrived. No thanks. I then tried the actual hotel front desk. They told me I didn't know what I booked - that it was booked as the flex rate which requires 5 days cancelation. I again tried to explain that that rate isn't even on the website - even now (23 hours after booking). He told me to call the manager the next day. I am just going to dispute with my CC company. I have screenshots of everything and none of it shows anything but 1 day cancellation until you get the confirmation email (but, by then, it is too late). It is a glitch in their system. I have never heard of charging a guest to add a day to a reservation, either. With this customer service, I will not stay at this hotel. Worst customer service I have ever had. No one would listen as I tried to explain that the website mentions nothing about a shorter cancellation when you book. If they would only look.....My husband stays at Hilton several times each month on business. We have never seen anything like this.