Embassy Suites By Hilton Rockford Riverfront

You dont answer emails on purpose to avoid truly helping customers.

Every detail

Nothing

Front desk not friendly at all no customer service at all

Thought the breakfast complementary, but we had to pay forbreakfast.

Just finished a 8 night stay at this property. And honestly, it was a mixed bag. The highlights were great customer service at the free breakfast buffet (the staff was incredible) and amazing service at the lower-level bar/restaurant led by the amazing Megan, bartender/server. These 2 areas were 5-star service, no doubt. For perspective, our average room rate with tax ranged from $230-$300. So what were the issues to merit a 2-star review? 1. Drapes/shades would not properly close and one shade was totally not operable. This room has tons of windows, so it's a pretty big deal. 2. The thermostat did not operate properly. Most likely because it was locked within a temperature range. The problem was that it was below zero outside, and the windows in this room made the bedroom downright freezing. It took 2 separate maintenance visits over 2 days to rectify this. And then it worked. But 2 days in the cold is unacceptable. 3. Housekeeping. 2 stars at best at the beginning. Inconsistent day to day. Garbage cans are not emptied. counters not wiped down. 4. Then, one of the biggest issues. We returned to our room after being out all day and found the door unlocked and partially open. But wait, there is more...furniture was moved all around the room and not replaced, the door was unlocked, again, garbage was not emptied, but the biggest problem was our door was unlocked and open for anyone to just walk in. (Fortunately, no one appeared to have taken anything, but frankly, we don't know.) 5. And there is more. I asked the front desk duty supervisor to connect me with the Front End Manager. She told me she left her a detailed message. I also emailed the hotel's management, the General Manager, and the Front End Manager, but received no reply. Frankly, unacceptable. I called and emailed repeatedly, and then finally received a reply more than 24-48 hours later, stating that she had received the messages and was very busy, but that she had made time to tell the General Manager about the situation and to talk to the housekeeping and maintenance department heads. Yet she did not take the time to speak to the guest. Little to no communication. In my humble opinion, that is absolutely unacceptable. She said she was very busy with multiple meetings. Sorry, our door was unlocked, garbage cans were full, and furniture was left all over the rooms. 6. Parking. The hotel has no parking lot(s). Free parking in paid lots overnight, but the car(s) have to be moved during the day. How about covering the parking for guests, or a small charge for guests, and negotiating with the parking lot owners? The front-end manager covered one night of our stay and a meal at the hotel (before the unlocked door issue), which we appreciated (though we did not request it). However, no reply from the General Manager, no phone call from the Front End Manager, who was too busy to pick up the phone and call. I would warn you to think twice about staying at this property. If they can't take care of guests and embrace safety, most any other property would be better. Frustrated, angry, and upset.

The location was exceptional, and the entire staff demonstrated a high level of professionalism, courtesy, and helpfulness. We also enjoyed the digital tour. It is a very interesting and beautiful building.

Our accommodations were lovely, however, we noted the absence of a fan in the bathroom. The water pressure in the shower was quite low, and the towels provided were rather stiff. Additionally, the shower doors did not remain closed.

We went for New Year's and chose this hotel because of the indoor pool. Our second day was supposed to be a swim day with our nephew and the thing we were most looking forward to doing. However, the hotel shut down the pool and provided no reason. Since they could not present a reason, we figured that they did not want to maintain the pool for the handful of people staying. We expressed how extremely disappointing this was. The response was, I can offer an hour in the golf simulator (we hate golf). Instead of offering a discount on this or a future stay, it was basically, I can offer golf or nothing but sorry. The assistant Manager emailed me to say you feedback is appreciated and we look forward to greeting you again. To me, that says everything about how little they actually value customer, and possibly why they were so empty. Before I wrote this, I waited to see if anyone would try to make things right but no such occurrence. I took a break from Hilton after a series of bad experiences and this was me seeing if anything has changed in the past 3 years. Nope, so I will continue to stay at other (non Hilton properties). I do not like to disappoint our nephew and seriously, the pool was 90% of why we stayed. Considering I still have my childhood bedroom at my mom's, this was not only disappointing but also, ultimately, a complete waste of money. Last thing to note: Parking is very suspect, you have to park in a public parking lot that is not at all connected to the hotel. Please do better.

The breakfast staff was the friendliest I've ever had at a hotel. It was apparent that they really like their job. And they were just very nice humans!

The pool wasn't as clean as I would have liked, but overall it was okay.

The breakfast was excellent. I love the fresh made to order options. We love the location on the river and can walk all downtown and across the river. Our favorite part is the roof deck with fire. We go up there ever time we stay. The room was clean as well as the hallways

The prices are a bit higher than hotels around there.