Embassy Suites by Hilton Walnut Creek

Reviews

• DL

  David Larsen

  1 day ago
  1.0
  Significant Guest Service Recovery Failure and Inconsistent Room Assignment Room Type Reserved: King Bed Suite Room Type Received: Two Double Beds Suite My recent stay at the Embassy Suites in Walnut Creek, CA, was marked by a complete failure in guest service recovery, resulting in an unresolved issue throughout my trip. Upon checking in on Sunday, I was informed my reserved King Bed Suite was unavailable due to high occupancy, and I was assigned a room with two double beds. I accepted the room to avoid further delay, noting that the room itself was visibly worn, showing heavy wear on the walls and bathroom fixtures. I requested appropriate compensation (Hilton Honors points or similar) for the inconvenience at the front desk. I was told that the hotel could not handle this and that I must contact the corporate line. I subsequently spent a significant amount of time on the phone with corporate, who was required to reach out to the hotel to discuss and confirm if they could provide Hilton Honors points. This runaround unnecessarily consumed my time and energy. While a point offer was eventually made, the value was deemed insufficient given the additional inconvenience of the requirement to contact corporate just to have them contact the hotel. The overall experience was severely affected as I was forced to spend my entire stay sleeping poorly in an unsuitable bed. No proactive attempt was made by the hotel staff to follow up or rectify the situation beyond standard check-in texts. Crucially, a colleague who checked in the following day with the exact same King reservation issue (higher member status) was immediately upgraded to a Family Suite. This inconsistency strongly suggests that superior inventory was available at the time of my check-in, but the hotel failed to provide a comparable remedy for my involuntary downgrade. The issue remains unresolved, requiring further intervention with Hilton Corporate post-stay. This experience reflects poorly on the hotel's ability to manage reservations, empower front-line staff for service recovery.
• OH

  Oz Hassan

  2 days ago
  4.0
  We recently stayed at this hotel for a family vacation. The rooms were generally good, though there were a few bathroom issues. The staff handled everything quickly, which made the stay easier, but the hotel could definitely improve room maintenance, mini-bar upkeep, and overall hygiene. Breakfast was great!!!! the omelet station was the highlight, and the location is convenient. Parking, however, is tough since there’s no street parking, and the hotel charges a flat $35 per night. They also offer free snacks from 5–7 pm, but we didn’t get to try them because the timing didn’t really work for us. Overall, a decent stay with room for improvement.
• LO

  L O

  4 days ago
  4.0
  Convenient location close to BART, which makes getting to SFO International Airport very easy. The rooms are spacious, and the breakfast is tasty with good variety. I had a great stay and will definitely be back on my next business trip.
• JA

  Joshua Aguiar

  Nov 14, 2025
  1.0
  Arrived to a toilet, soiled dry urine. The hotels looks amazing. Didn't trust the room after seeing this try to get a room change no go. -------------- Update finally got a room change after further inspection. Dry food crumbs on side table. Insect crawl on the coffee machine. Thank you to the ladies running the front desk. Kind words is key to be heard with a bit of humor.
• KC

  Kyrstyn Catlin

  Nov 14, 2025
  1.0
  Dealing with this hotel has been the worst experience. They were completely unprofessional and rude. I booked 6 rooms for my team and I completed a credit card authorization form about 2 months before the reservations. Upon check in for my team, they were told there was no credit card authorization on file and they had to put their personal cards down for payment, even though I sent them with a copy of the completed authorization form in a folder. The hotel were baffled at this proof and didn't have an explanation. When I called to get this resolved, not ONCE did the staff, mainly Mayra Rodriguez whom I spoke to, apologize or seemed interested in trying to help. She stated, more as a guess, that I submitted the authorization form too early and that's MAYBE why it expired. However, when I asked when I should be completing these, she didn't know. She just had another guess as to when, so I had no way to avoid something like this again in the future, not that we plan on ever going to this hotel again. She doesn't know when these forms expire and there is no communication if/when it does expire, so you have no idea there's any issue until it's too late and you have the unfortunate task of having to call and speak to them for help. She just blamed an update in their system for the alleged expiration/lost authorization form and proceeded to request I complete six different credit card authorization forms for each person/room booked. I completed all six. I have the six confirmation emails stating that the forms had been signed, completed and forwarded to Mayra. Upon their check out, my team were specifically told that everything had been fixed. The company card would be charged and NOT their personal cards they shouldn't have had to put down in the first place. One team member then informed me that they were charged on their personal card. I confirmed this when I received the receipt for this team member and another team member. So, out of the six people that stayed, somehow only two were still charged to their personal cards, while the rest were miraculously charged to the card I submitted an authorization for. They also told my team that I did not complete the forms that were sent to me for the credit card authorizations, which was a blatant lie on their part. Again, they took no accountability on their end, just tried to shift the blame to anyone else. I then received a receipt from the hotel showing a refund to my team members personal card and our company card then being charged. Interesting how they at first claimed I didn't complete the forms, but were somehow able to do this refund and charge the correct card. This confirmed for me they just lied in order to cover the fact they completely dropped the ball. I had to call again, where thankfully, I was able to speak to someone other than Mayra, who got this resolved and provided the receipts showing the refunds asap and the two receipts I hadn't even received yet. I would NEVER recommend this hotel to anyone. They were rude to me and my staff and I genuinely hope this is not how they run their business.

Frequently Asked Questions About Embassy Suites by Hilton Walnut Creek