Embassy Suites by Hilton Kansas City International Airport

The breakfast was amazing!

I really can’t think of anything

The service was terrible. Our room lacked linens for the fold out bed and only had 3 towels. Every morning, we had to wait for plates at breakfast and they were always out of half the food options, milk, and juice. When we asked for more plates, the staff always rude and slow. Then they only brought out 2 dozen plates at a time. Tables were left unbussed, so you had to clear them if you wanted to eat. Our room was never serviced. We were gone from 10 to 4:30 and discovered housekeeping never came. We called the front desk 3 separate times and finally by 6 pm they had someone come to vacuum and get our trash but still would not service our room. When we asked for new towels (we had used the same ones for 2 days), we were told they didn't have any because the hotel was fully booked. They stated this is also why housekeeping never made it to our room. We went to the pool to free up our room to be vacuumed and discovered no towels in the pool. I went to tell the front desk and they gave me 5 regular towels (I thought they were out of regular towels) and when I complained about the quality of our stay, they didn't even apologize but just looked at me wide-eyed and blinked. We opted to stay in a Pure Room when we checked in. These rooms are supposed to be hypoallergenic. While packing to leave, I discovered black mold surrounding our window. When we complained, again staff did not apologize or explain what they would do to fix this. The did comp us one night's stay, but I find this in adequate since we were exposed to black mold during our stay and experienced inadequate service our entire stay. I tried to contact corporate to complain, but got shunted back to the property where the individual who called me loyalty for not speak the entire call. When shared disappointment in feeling like the hotel really didn't care about any of our concerns, the person on the phone still didn't apologize.

Yes, the furnishings are dated and a little worn. But two things stand out here: despite the datedness, it was clean and kept clean; and Alex at the front desk is the best hotel employee I’ve encountered in years over hundreds of hotel nights. Went above and beyond to make me welcome on arrival and during the stay. I have stayed at the neighboring (and co-owned) Homewood Suites multiple times and found it average at best. But Embassy here is a solid 4.5+, and could be one of the best in the country with a little interior refresh. Looking forward to a return visit.

Shuttle to Airport on time

Old and dirty rooms

Close to everything

Infestation of cockroaches especially by the pool area. The breakfast was cold and not fully cooked. Not a good selection!!

Staff was great and breakfast was good

The beds were awful. A full spring mattress for 2, no thanks. You'd think they would have better beds. Location says great location but only to the airport, not downtown

Staff was great

Bed uncomfortable and the place needs a face lift

It was a very nice room

We only stayed 1 night