New West Grill - Centennial

Super good food! Cool to have it right in the hotel

I typically enjoy Embassy Suites as a long time Honors member and have stayed at this location several times. However I will be looking at other locations in the future as this location seems to miss the mark each visit. Each of my visits never go without some sort of issue…from missing items in premium/normal suites to unclean rooms to lack of responses on their text messaging system. During my last visit, I asked the ladies at the front desk about the message system and I received excuses from one lady. She went on about how she was too busy to look at it, she also seemed to busy to give me any attention while trying to talk to them. Don’t provide a service if you can’t provide it. I’ve also never had problems with requesting late check outs at other Hilton hotels except this location.

The hotel itself is acceptable, however the staff leaves a lot to be desired. The female worker at the front is the laziest worker who can 't be bothered to do anything. The gentleman named Brian who might be the manager is the most unprofessional person in all my travels that I have ever met in all of my stays in all of the world. For a brand who 's mission/vision is to deliver the ultimate experience through their service; I can tell you from first hand experience that this definitely isn 't the values that this property values, far from it. Anyone who has either had the unfortunate experience of working with the female worker at the front or Brian will know EXACTLY what I am speaking about. Due to this experience my company will never stay at a Hilton Hotel. Quite interesting that following my discussion with the female worker at the front desk my company credit card was charged a total of (4) times on the same day totaling over a thousand dollars! Was going to speak with the other employee at the front desk who was named Brian, but after the interaction I witnessed between him and a customer where he yelled at a customer when they brought up some concern told me everything I needed to know about how my matter would be handled..

We (my co-worker and I were looking for a room but ALL of our online apps were showing sold out (OBVIOUSLY LYING … We asked our FBO manager where was the best place to stay without getting gouged… He recommended EMBASSY Suites, so we drove there in a rental car (mind you we are a helicopter (construction company, so we are in a different state 2-3 times a day, never remembering where we are when we wake up and… we run into Mercedes… beautiful smiling face after a long day. She informed us she did have rooms and set us each up with a wonderful room for a great price!! Not only was she polite, courteous, and wonderful, she was knowledgeable and told us about the surroundings, handed us 3 free drink coupons and a menu for the restaurant (which is awesome!! And the bartender Carina was wonderful as well!!! All around a Wonderful reception and treatment in a world where customer service is extinct!! STAY HERE AT ALL COST!! And owners/managers if you read this… PLEASE give Mercedes and Carina HUGE raises… you need to keep these two absolute GEMS!!!!

This property is ideally located for both business and pleasure, family or single. Professional staff, especially Mercedes at the front desk. Breakfast is flat outstanding, go early since there are so many choices. Bedrooms need to be updated, they are tired and dated.