Here's a copy of the letter I wrote to the hotel manager:

Dear Ms. Crawford,

I appreciate your thank you for visiting your hotel. I have visited several Embassy Suites and this hotel is by far the best in most respects. My stay was six days.

Positives:
1- Hotel is gorgeous! The décor was one of the most relaxing, inspiring and beautiful I've seen in a hotel. Nothing in the hotel or rooms smacked of cheapness!!

2- The rooms were immaculate and simply beautiful, Perfect! Loved the fitted sheets, the silent air-conditioning and bathroom venting, the space, balcony, etc. The lighting was also very balanced throughout the suite and was not harsh.

3- Dawn, who was our housekeeper, was one of the best I've ever encountered. She was extremely friendly and professional. I have never seen a bed made and turned down to perfection like she did!!

4- The breakfast was also very good but your lite pancake syrup had to go. You should also have regular syrup (couldn't find any) to give guests the option to choose.

5- Room service was just fine. Parking was great.

Negatives:

Just one negative and it was a BIG ONE for me. One of the reasons I selected this hotel was because of the up to date HD 32' televisions. Guess what; on HD broadcasts it was just marvelous except in most cases you had to strain to hear it. The hotel has a volume limiter on all the TVs in the hotel, I presume to keep TVs from annoying other guests. On some stations the maximum limit was barely sufficient, but on most channels it was really unacceptable. We had to keep perfectly silent to hear the TV. What a shame!! I spoke to other guests and they had the same complaint. I called the front desk about it but they couldn't do anything about it.

What made things even worse was that we had planned to purchase several 'On Command' movies. We tried to watch '3:10 to Yuma'; boy was that torture. Not only was the volume so low we could barely hear it but the movies weren't broadcasted in HD!! They took a widescreen movie as if it was broadcast for a regular TV and stretched it across to fit the wider HD TV. Does anyone with any viewing skills check and see the quality of this product they are selling to guests. The movie on the TV was about 4 or 5 inches tall. What a Disaster!! This is something you should address immediately!! Guests aren't stupid. Many people like me have HD TVs at home and know what the performance should be. I would have easily spent at least $150.00 in movies during my stay but instead I got a refund for the movie I attempted to watch.

For a hotel chain to go through so much trouble to make staying at your hotel a truly marvelous experience, to overlook this element of the stay is an embarrassment.

We travel often and always have found hotels lacking in some respects. This hotel would have been our highest rated experience if it wasn't for the disastrous way the TV system was implemented in your hotel.

Six days of horrible television was totally infuriating even when spent in a perfect setting!

Thanks so much

I plan my trips and life by trip advisor so I like to give reviews. We happen to stay at Embassy Suites just because we wanted to go to the mall in Charlotte. We didn’t plan to stay overnight but so glad we did…. Embassy Suites was a wonderful choice.

This hotel is less than 2 years old the rooms are very nice and clean. The rooms are up to date with flat panel LG’s in both the living area and the bedroom. The showers are just wonderful. You get a wonderful breakfast in the morning; we snuck our breakfast back up to our room and really enjoyed the last few hours we had until check out. When I return I will use their spa the rates are great and I know the service will be excellent.

Highly recommend!!! Great stay.

We stayed at the this hotel from the 18th to the 21st of October. We are from California and had no idea how to get to the hotel, but we eventually found it. Great location. Next to the Lowe's Race Car Speedway. Near the freeway and other restaurants.

There was no landscaping since there was a drought at the time of our visit.

We enjoyed the hospitality and the cleanliness of the workout center and the swimming pool. We really liked the little cafe.

It was not noisy when we stayed there. It was very quiet.

Just returned from a nights stay at the Embassy Suites Concord and this hotel is a model for what other hotels should be. Even though my wife and I were only there for one night everything about the hotel made a great impression on us. The staff greeted us immediately when we walked in and had our room ready at 3pm. We went straight up and the room was extremely clean. Couldnt hear any noise from our room even though it was extremely busy outside the room in the atrium. Looked to be several conferences and sports groups there. Breakfast was very good. Cant wait to get away for a couple more nights there except next time we'll bring the kids because they would love this place! Anyone looking for first class accomodations shouldnt pass this one up!