Embassy Suites by Hilton Cincinnati RiverCenter

A solid experience. Clean room. Wonderful happy hour in the bar area. Excellent staff. Fantastic breakfast. The hotel definitely has an 80's vibe to it. Walkability: Plenty of restaurants within walking distance. Food & drinks: The included happy hour and breakfast in the hotel were excellent.
Apr 4th, 2024

My wife, I and two small children traveled 9.5 hours to Cincinnati to watch a baseball game. Upon arrival at the Embassy Suites Cincinnati RiverCenter in Covington, KY at 6pm, we were told they didn't have a reservation for us. When showed confirmation email, the person at the desk (Lea) seemed confused and flustered, but then said room wasn't ready yet. (It was 6PM). At this point the front desk person Lea asked me to take a step back because "I was making her nervous." I was standing silently at the front desk! I literally whispered to my wife I think this woman is on drugs! When they said they didn't have any record of our reservation and our room and offered us a different room. We said that we specifically booked that room because we had two small children and we didn't want to sit in the dark after they went to sleep. We wanted a separate room to unwind! When inquired about the type of room and if would still be a room with a separate living room with a door separating the bedroom, Lea said she didn't know. She said she doesn't know what the rooms are like as she never goes up there. She said if she went up there she would "take a nap." Huh? This was an absolutely bizarre response from a professional in the hospitality business. Another person at the front desk, DJ, said we can take that room or he can walk us to the Marriott, I did not want to walk to another hotel with two small children! Then Both Lea and DJ then became rude and combative the entire time when we asked them why they didn't have the room we booked for us. They were never at all apologetic. They said the hotel was overbooked and this was not their fault. They gave us a too bad so sad attitude We asked numerous times to speak to manager, but they said there was none. They had major attitude the whole time. DJ told us we should leave or he would call police. During this interaction my wife videotaped Lea verbally insulting us. After insulting us she did a diss motion with her hand like she was arguing with someone in the street! Very professional! This video has been forwarded to Hilton Corporate! Eventually she said she would call a manager and then offered to comp us 1 night but DJ said no because that would be the last room and none would be left. My wife begged DJ to give us the other room as we had 2 small kids with us and he said no because we weren't "nice". I asked him for some empathy. Asked if we were supposed to sleep in our car that night and he said it wasn't his problem. He then called the police and told us to leave! When the police arrived we were respectful to them as they were only doing their job and left! We were treated extremely poorly and it was very unwarranted. We told them we had just driven 9.5 hours to get there. They saw we had 2 small children with us (1 and 5 yrs old). They did not care! We have never been treated so poorly and so unprofessionally in our lives. We were made to feel like criminals for being reasonably upset about our room being given away (or reservation not found- still not sure which it was). Is it Hiltons policy to call police on customers whose room was given away or whose reservation was lost? Is it your policy to kick them out of the hotel? We feel like we were in an episode of the Twlight Zone where somehow we've been made to seem like the bad guys. We truly believe that they called the police on us because they didn't want to talk with us and deal with the situation in a professional manner. It was a truly bizarre situation and had my son and my wife were in tears at the end. Hilton is supposed to be a respected worldwide brand! How people with this sort of incompetence, attitude and arrogance work there is beyond me! Completely unprofessional! I have been treated better at the DMV than I was at this hotel! This is the hospitality industry and we were treated like the enemy for trying to check in when we had a reservation.
Apr 9th, 2024

I experienced the worst experience in my life with Hilton hotels tonight from Kris at the Embassy suites River Center in Covington, Ky. The experience was so bad, that I had to call the police as I felt threaten and disrespected. I am a Hilton Honors diamond member, as I am in a Hilton hotel weekly due to my job. Tonight, Kris locked me out of my room and checked me out of the hotel that I paid for a two day stay. All because I ask for toilet paper for my room. I checked into my room around 8:10pm. I went and dropped my bags and left for dinner. I returned around 11:20pm to discover there was no toilet paper in my room. I called the front desk, and she explained that the hotel was waiting on a delivery and offered me Kleenex. I ask to be moved from my room for two reasons, one, it was a handicap room, and two, there was no toilet paper. She stated, Its the whole hotel, you may not have toilet paper in that room also. I went downstairs to the restrooms, and there were plenty of rolls. I went to the front desk to explain to her that there were rolls in the both downstairs restrooms. She said that she was the only one working and could not leave to get me any paper. I ask to be moved to another room. She told me that she WILL NOT give me another room until I get my things out of the current room. I ask her to walk with me, and she can get the key, as I will not continue to be inconvenienced because they gave me a handicap room with no toilet paper. She refused and began to get loud.(I have a witness who was on the phone and heard the whole conversation between the two of us.)I then said I will just leave the hotel, talking to my friend on the phone, not her. I called Hampton Inn and Suites, Newport, KY(where I usually stay when I travel to Cincinnati) and they told me that they were full. She heard my conversation and locked me out of my room with my items still in the room, and then threaten to call the police. I ask for a managers card, and her name. She threw her name tag to the ground, as she didnt want me to have her information. However, I had already seen that her name was Kris. I then called the police and explained what was going on. They came and spoke with me first, and then her. She left the front desk, went to the restroom and bought back toilet paper. The officer handed me the paper and ask me to return to my room and take the matter up with management in the morning. I am truly disappointed with the way she handled a diamond member or any customer, and I hope that she receives the proper training on the customers needs.
Apr 9th, 2024

Rooms are older but clean.
Apr 4th, 2024

Me and my family stayed here at this hotel and I think we would like to rate it a 3 star hotel for these reasons.We had to keep asking for service in our room yet. We didnt have enough toilet paper and there were not enough towels. And we couldnt keep up the supplies. Food & drinks: The coffee in the breakfast was horrible. But, the dinner was amazing! The coffee was just too thin.
Apr 4th, 2024