Embassy Suites by Hilton Indianapolis North

Jill and Angela are always so welcoming and fun! Make the visits nice every time!

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Girl at the front desk named Jill was super helpful and nice will say needs to smile more

Ownership should seriously reevaluate the current management team and place qualified individuals in leadership positions who genuinely understand customer service, accountability, professionalism, and respect for all guests. Hotels are in the business of caring for people during stressful situations, and unfortunately this experience reflected the exact opposite. As an Asian family traveling from California to Indianapolis for our children’s graduation, we booked and fully prepaid our stay at Embassy Suites North Indianapolis for May 8–10. Due to unavoidable travel delays, we arrived around 4:00 AM only to be told that our reserved rooms had been given away to other guests. Imagine arriving in another state in the middle of the night, exhausted, with family members and no place to stay despite having confirmed prepaid reservations. It was devastating. The overnight front desk staff were apologetic and told us management would contact us. No one did until the following Monday, when I received a voicemail asking me to call back and speak with a manager named Kevin. Unfortunately, the follow-up experience became even worse than the original reservation failure. When I returned the call expecting professionalism and an apology, Kevin spoke to me in an aggressive and condescending manner. He repeatedly interrupted me, told me I could only speak “when asked,” threatened to hang up, and ultimately did hang up on me despite the fact that I remained calm and respectful throughout the conversation. Kevin also claimed the hotel system “resets at 2 AM” and implied that because I had not called ahead, losing our prepaid rooms was somehow not the hotel’s responsibility. As an Asian family, the dismissive and hostile way we were treated left us deeply uncomfortable and unwelcome. Whether intentional or not, the experience gave us the impression that our concerns were not treated with the same level of care, respect, and professionalism every paying guest deserves. Someone from Embassy Suites later attempted to contact me again after my review, but I will not be returning the call. I am not seeking compensation, discounts, or sympathy. The damage has already been done. Mistakes happen in every business. What customers remember is how management responds after those mistakes happen. The true cost of doing business is having the professionalism, accountability, and courage to sincerely apologize and rebuild customer trust. Unfortunately, this hotel failed in that regard. Because of this experience, I will not recommend this hotel to friends, family, colleagues, or anyone traveling to Indianapolis. Guests deserve hospitality, respect, accountability, and basic human decency — not hostility, intimidation, and disrespect.

Large and good breakfast

Dusty and dirty looking run down, slow elevators, staff had a man arrested in front of the hotel for basically having fun, it was very dramatic stay

Hotel was very cool + atmosphere was fun.

Looked like mold on the tile in our shower, there was leftover trash next to the bed we discarded.