Embassy Suites Westport/Plaza

I usually don’t blog about my hotel stays, but this particular stay has been frustrating. I stayed at this hotel for three nights this week.

My usual writing here is happy and hopeful. Today, however, is a tale of semi-woe.

I’m a Diamond member of Hilton Honors. I travel enough that I can tell when hotel staff is not paying attention, or management apparently doesn’t care.

None of these transgressions are major, but taken together, they indicate that something is wrong at the Embassy Suites near Westport and The Plaza in Kansas City.

While the hotel is showing weary signs of needing a makeover in general, the details were what got me this time:

  • A four millimeter chip in the top of a drinking cup, and a crack running another three centimeters down the side of the cup. Had I not spotted this, I would have messed up and bloodied my face.
  • Sheer curtains falling off the track where they are mounted, and falling apart at the base of the hem. Not just fraying, but literally falling apart.
  • A sink where the faucet leaks all over the flat surface where it’s mounted.
  • A bedside lamp that is shorting out.
  • Door handles literally falling apart on the armoire.
  • Obvious signs of rusty leakage on the ceiling by the bedroom window.
  • The single worst shower-head I’ve seen and felt in many years of being a loyal Hilton customer.

I’m on the premium floor, with ‘upgraded coffee amenities.’ On my second morning, I found that the K-cups were only flavored coffee or decaf. The two pods of black coffee I had used the previous morning had been replaced with decaf.

At least the bed was the usual Hilton-brand comfy, the pillows firm, the iron functioning. The responses to my frustrations (which I did share without making a scene) were swift, polite, and mollifying. Let me make that final point clearly: staff was apologetic and doing what they could on Christmas Day, and the day after, to fix the little details.

But my point is: these details matter in a higher-end Hilton property, and I should not have had any cause to even speak with hotel staff in the first place, had the details been tended to.

I had planned to stay here again next week, but I shan’t. Now I understand the favorable booking rates at this location.

An update on Wednesday evening:

The lamp, the fraying curtain, the faucet — all were fixed today.

But now the dust-ruffle on the bed is all ajar and sideways, and the cleaning crew left a long, very dark black hair on the floor of the shower room. It’s certainly not mine. It was stuck to the floor, so it got mopped over today.

My point here is not that I can be finicky, because lord knows I can, but that details matter, and I’m staying in what is supposed to be a higher-end hotel in the Hilton brand-list. Were I at Motel 6, I wouldn’t even be expecting things to be satisfactory at the level I do here. But brand loyalty and nearly $200 a night ought to be worth something!

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