Embassy Suites by Hilton West Palm Beach Central

Location: Frequently praised for being close to West Palm Beach attractions, airports, and car rental services.

Horrible customer service. Actually, no customer service. Called the hotel and Rickey answered. I asked him to confirm my reservation for this Saturday night. I gave him my name and arrival date. He said he could not confirm it without a confirmation number which is not true. He then hung up on me.

I recently stayed at the Embassy Suites in West Palm Beach and, unfortunately, my experience did not meet expectations. We were given room 1407, and from the start, the door was damaged and the keys kept getting deactivated. We had to go back to reception every single time to get new ones, which was very frustrating. The cleanliness of the room left much to be desired. The small drainage holes in the bathroom sink were black — something that could easily be resolved with bleach. Behind the nightstand, we found trash left by a previous guest, which suggests the room hadn't been properly checked. Even worse, the hand soap bar was still in its wrapper, and when I opened it, I found a hair stuck to it — clearly, it was reused. The shampoo and body wash dispensers were not full, which made it feel even more careless. In general, housekeeping standards were quite poor. The window ledge and the exterior of the windows were visibly dirty and neglected. On a more positive note, the breakfast staff were all very kind and helpful. The food selection was fine, but there was no hot milk available, so if you're used to having coffee with warm milk in the morning, that won't be an option. There’s also no espresso — only very diluted American-style coffee, which is quite disappointing for European guests. I tend to pay close attention to details and hold hotels to a high standard, especially those in this category. While there were some positive aspects to our stay, I believe there’s room for improvement in terms of maintenance and cleanliness. I hope the management takes this feedback constructively and continues to enhance the guest experience.