Embassy Suites by Hilton Amarillo Downtown

Reviews

• TS

  Tara Salyer

  1 day ago
  1.0
  I paid for VIP valet and the guy had 2 sets of keys hanging out his back pocket when he hopped in my car. Next day after we left I see a puncture in my leather seat and immediately called to report it. They got back with me 3 months later and told me since I left the parking lot that they were denying my damage. The valet here don’t respect your property and don’t stand behind their mistakes. Don’t stay here
• NL

  Nate Lazenga

  Feb 24, 2026
  2.0
  The hotel itself was clean, nice, and in a great location, but our experience with the staff was disappointing. Our youth hockey team was repeatedly reprimanded for simply gathering in common areas, even though the kids were not bothering other guests. We asked to use an empty conference room so the boys could have a designated space, but were quoted $200 for just three hours despite our team spending over $7,000 during the stay. Nice property, but I would not recommend it for families or youth sports teams.
• PN

  Peter Nguyen

  Feb 14, 2026
  5.0
  Great hotel in downtown amarillo right across from the baseball stadium and civic center. Very awesome breakfast and nice rooms.
• DD

  Doctor Graves (doctorgraves)

  Jan 24, 2026
  1.0
  I am writing this review regarding my stay at Embassy Suites Downtown Amarillo on Thursday, January 22. The front desk manager on duty around 7:00 PM was, without exaggeration, the most rude and unprofessional hotel employee I have encountered in my entire life. I stay frequently at Embassy Suites and many other Hilton brands across the country, and I am well aware that Hilton places a strong emphasis on customer service and going the extra mile. Unfortunately, the front desk manager at this location does not follow that philosophy at all. Our group had 23 rooms booked, and this individual was not only disrespectful to me, but also openly rude to my colleagues. At one point, they threatened to evict our Director of Marketing simply for asking reasonable questions about hotel policies. We were told multiple issues “could not be corrected,” yet when I contacted Hilton Corporate directly, every single issue was resolved promptly over the phone—proving the manager’s statements were simply untrue. A particularly shocking moment was when the manager suggested that all 23 of us should just stay at another hotel, which perfectly summarizes the level of customer service provided. Downtown Amarillo has several lodging options. If you are looking for service consistent with the Hilton brand, I strongly recommend choosing another property. I am giving one star only because zero stars is not an option. I will be following up with Hilton Corporate in hopes this issue is addressed so future guests do not experience the same treatment.
• DA

  Dwayne Arellano

  Jan 20, 2026
  5.0
  We stayed on January 8th, and 12th. Both times we had both Penthouse Suites. On the 7th we called to speak with Head of Housekeeping to ask that we get only Sprite in our Suites for both visits. Some rooms at this hotel include free Coke products, and snacks. Both times we checked in we had to call the front desk to ask for Sprite to be brought up. A very simple request, but got ignored. Considering we spent nearly $2500 between both stays at this hotel, and we had to wait for staff both visits to bring up Sprite for us was a bit disappointing. Why call ahead to ask for a request if they aren't going to do it? We were ready to go eat immediately, but had to wait for our Sprites. Then upon checking out on the 13th we discovered Valet had been in our back seats messing with the controls. We immediately brought it up to the front desk, and they went over to Valet with us to file a report. The young man took the report, and said he would give to his manager, and that the manager would call us shortly. When we got in the car to drive off we also noticed 10 miles were off our odometer. 8 hours later we called, and spoke with Assistance GM Ashlyn about what happened. She said unfortunately it's Valet's responsibility with this situation, and not the hotels. She didn't even apologize for what had taken place. I asked her to please pass on my information to the Manager of Valet. It wasn't until Wednesday that we heard from Valet, and Ezekiel called to say he had to get with the city to pull video from the parking garage. He said it may be a day, or two to get back to us. As of today January 20th a week later, and he hasn't called us back. I left him a voicemail this morning to ask for an update. It's sad after spending nearly $2500 with this hotel that they, nor Valet give a damn about what happened to us. SO WARNING EVERYONE DON'T TRUST THE VALET AT THIS HOTEL. Now I will say the Penthouse Suites were incredible, the front desk staff was incredible, and the restaurant food and staff were incredible. The Assistant GM Ashlyn not so good for passing the buck without a simple apology as to what happened to us. When trying to reach the GM a few times we were told they weren't available. Disappointing that anything like this would happen to any guest, and the hotel take ZERO responsibility. ---------- UPDATE JANUARY 21, 2026. GM Tom Wenzel called me yesterday to address the issues we had with Valet, and is helping looking in to it to help see what happened. He called on his day off which was highly impressive. He apologized multiple times, and he was AWESOME!!!! Thank you Tom for making us feel like a valued customer, and addressing our issues.----------UPDATE January 30th. I called, and left a VM for Ezekiel from Valet. He called me back a few hours later. He reviewed the camera footage, but didn't see anyone taking our vehicle out of the parking lot except for when it was taken in, or out upon our request. He said there wasn't cameras on our vehicle while in the parking garage to see who was playing with our seats. He ended up crediting both of our stays for Valet for the inconvenience. Thank you for taking care of the issues we had. Also thank you to GM Tom for helping resolve the issues.

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