TripAdvisor Traveler Rating

Embassy suites is ALWAYS a WINNER for my Ohana & I. I've stayed at both Embassy suites on Oahu & we've never been disappointed! Between the friendly staff & clean suites, Embassy has always been AWESOME! Complimentary drinks & snacks, as well as a FREE continental buffet breakfast!!

During our stay at Embassy Suites by Hilton Waikiki Beach Walk, we found pills underneath a bed after our children had been sleeping in the room. The pills were readily visible and accessible, raising serious concerns about how thoroughly the room was cleaned and inspected before being released to our family. Their location also made us question how they could have gone unnoticed if the bed linens had been removed and changed during room turnover. The hotel documented the incident and subsequently acknowledged shortcomings in its housekeeping process by saying "We are genuinely sorry that we did not provide the level of care, cleanliness, and peace of mind that you and your family deserved" . Management identified the housekeeper who serviced the room, retrained the housekeeping staff, and specifically reinforced the need to inspect all areas of guest rooms before releasing them to the next guest. Fortunately, our children did not find or ingest the pills. However, that does not diminish the seriousness of the safety failure. Guests should reasonably expect that a hotel has properly cleaned and inspected a room for obvious hazards before allowing a family to occupy it. Despite the seriousness of the incident and the corrective actions the hotel itself determined were necessary, the hotel's resolution was limited to refunding three nights of resort fees. Management has since stated that it considers the matter closed. I do not believe a resort-fee refund adequately addresses a preventable safety failure involving unknown pills left accessible to children in a supposedly cleaned and prepared hotel room. The incident has been escalated to Hilton Corporate but it has been well over 30 days and they have not responded. Funny enough, I received a call from "Hilton" a week or two ago and I thought it was a follow up on this incident. Instead it was a sales department trying to get me to book a "hotel deal". That reinforces to me that both local and corporate Hilton are not really concerned about their patrons. This may be a one off but the way a company handles a difficult situation really shows their character and integrity, so you judge for yourself if they deserve your hard earned money and your trust. All of these claims are documented in email correspondences directly with the hotel.

We truly enjoyed our stay! Hotel was clean, family friendly, and provided great customer service. Special shoutout to Aldrin and omelette chefs from the breakfast buffet, they were extremely welcoming and kind which made our stay memorable.

Overall a great hotel with nice amenities. Great location within the proximity of the beach and retail shops. I love the complimentary cook to order breakfast.

When checking in, Gianna and Benny were very helpful in finding me a room that met my needs. Benny was very courteous and listened to me and acted accordingly. Thank you for making my stay enjoyable. I plan to return again next year.