Embassy Suites by Hilton Palm Beach Gardens PGA Boulevard

Reviews

• MB

  Mike Bassamore

  Nov 17, 2025
  1.0
  Title: Extremely Disappointed – Misled About Amenities & No Follow-Up From Management We recently stayed at this hotel after calling several places specifically looking for a heated or indoor pool for our kids to enjoy. This hotel is 40 minutes away from where we needed to be, and it cost over $100 more than other hotels closer to our destination. We still chose it because the staff confirmed over the phone that the pool was heated and available. We also asked about early check-in and whether we could still use the amenities if early check-in wasn’t available. We were told yes, and we were given the hours it operated. Everything sounded perfect. When we arrived, we did get early check-in, but the moment we asked where the pool was located, the front desk casually informed us that the pool had been closed for several days due to glass being dropped on the patio. (Unsure of why this wasn’t cleaned in a few minutes and opened back up other than to make staff workloads easier by not having the pool available). This was extremely frustrating because we had called ahead specifically to avoid this exact situation. If it had been closed for days, the staff should have known that before we booked the room. We asked when the pool might reopen, and the woman at the desk said she “didn’t know” because she had “just gotten back to work today.” Needless to say, the pool never opened during our stay. We spent more money and drove much further specifically for the pool—only to arrive and find out it wasn’t available, despite being told multiple times that it was. We are long-time Hilton members, and this experience was extremely disappointing. I reached out to Hilton customer service, who told me I would receive a call back. Asked if I wanted a refund that I couldn’t do as we had to now get to my son’s regional football playoff game and had no time to relocate. I was told they would contact me back after placing a complaint they never did. I received a text from the hotel manager (I believe her name was Katelynn) asking how things were going. I explained the issue, and after that—no response at all. I also contacted the front desk and asked to speak to management. They said someone would get back to me. Still nothing. Just silence. Between the lack of communication, the incorrect information given to us before booking, and the complete lack of follow-up, this stay was very poorly handled. After many years of being loyal to Hilton—with memberships and even yearly resort packages—I am seriously considering switching to another hotel chain. This was one of the most disappointing experiences I’ve had with Hilton, and the way it was handled made it even worse.
• PV

  Pedro V

  Nov 9, 2025
  2.0
  This review applies to the Embassy Suites chain throughout the US, not just this specific location. It's disappointing to see Hilton sacrificing guest experience for corporate earnings, banking on American customers accepting less. A reminder: human service never goes out of style. Embassy Suites positions itself as an executive hotel, yet the breakfast falls well short of that standard. Visit a Hilton property anywhere else in the world, and you'll find a proper breakfast buffet with fresh options and actual service — different options of food and protein, freshly prepared food, quality ingredients, real hospitality. At Embassy Suites in the US, aside from the made-to-order omelets, nearly everything is prepackaged and overprocessed. Even the eggs come from liquid cartons rather than being freshly cracked. Try having more fresh, healthy options for your patrons: more options of fruit, ham, cheese, salmon, fresh milk, salad. You can do better.
• LS

  Lilli S

  Nov 8, 2025
  5.0
  A great stay, Eddy made our stay memorable and fun!
• ES

  Edward Spector

  Oct 29, 2025
  1.0
  Beware false advertising of handicap room. Traveled with my 83 yo disabled father. Given handicap room with tub, instead of open shower. 2 bedroom suite. Impossible to get him in shower. No apology. Changed to true handicap room but didn't want to give me separate room, even though paid for 2 bedroom. Muscle head at front desk not helpful. Took manager 30 min to finish conference call before meeting with me. Also $27 parking fee is ridiculous. No alternative to parking on PGA BLVD.
• MJ

  Marvin Jones

  Oct 9, 2025
  1.0
  Despite communication with the hotel that I was held up by flight/rental car, they gave my room away and still have my money. Worst customer service at the desk I was lied too, told me that my reservation was reissued. Then when I called back they stated that it was not reinstated and they would do nothing for me. Worst experience in West Palm Beach. Don’t stay here. They don’t care about their customers.

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