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“Service is subpar - Otherwise good location”

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Embassy Suites by Hilton Anchorage
Ranked #2 of 74 Hotels in Anchorage
Certificate of Excellence
Reviewed 25 August 2014

We booked 2 rooms at this location just before leaving for a cruise.

This location is a perfect example of Embassy Suites standards. Rooms were large, very clean and overall very good location.

My only complaint would be with the night staff. I arrived on a 10 pm flight from Seattle. Didn't arrive at the hotel until 11:30. The problem was that the shuttles to/from airport are not consistent. You have to call in for pick-up. After waiting 20 minutes, I called the front desk and was told by front desk staff that I would have to wait at the airport for 40 minutes while the shuttle staff changed shifts and took their breaks.

Upon arrival, no one offered to help with bags. Admittedly, they do not have a regular bell staff, but after checking me in, the 3 employees returned to their giggle and te he conversations, which obviously had no relationship to the business of the hotel.

Breakfast was severely understaffed at the omelet center. Wait time was 30-40 minutes for an omelette that was delicious. The woman fulfilling the orders as best she could, but she obviously needed a lot of help that management never offered.

When will the service industry understand that their success is heavily contingent on the 'service' that is extended towards guests? Until this issue is fully accepted and remedied, my belief is that this location will continue to have issues.

  • Stayed: August 2014, travelled with friends
    • Sleep Quality
    • Cleanliness
    • Service
Thank Meadowlark1959
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
embassyanch, General Manager at Embassy Suites by Hilton Anchorage, responded to this reviewResponded 26 August 2014

Thank you for the feedback. Providing guests with the finest accommodations and personal service is our goal every day. I am pleased that many aspects of your stay were highly enjoyable but sorry that any experience with staff was less. Our team gets many great reviews so am disappointed to see your comments. We hope to see your return in the future.

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827 - 833 of 1,448 reviews

Reviewed 25 August 2014

Nicely laid out and good location, modern clean hotel. Staff very friendly and professional, except for housekeeping that started knocking our door at 8 am every day, even on the day we were checking out.
Other improvement point is the tight pull out in the room we were staying in; two teenagers didn't really fit, needed some improvising.
Otherwise a great clean, modern place to stay. Ideal as a base for further trip preparation.

  • Stayed: July 2014, travelled with family
    • Location
    • Cleanliness
    • Service
Thank E_K_L001
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
embassyanch, General Manager at Embassy Suites by Hilton Anchorage, responded to this reviewResponded 26 August 2014

Thank you for taking the time to respond through TripAdvisor. I am pleased to receive your kind review and recommendation. I am glad that you had the opportunity to enjoy our services and did take note of your housekeeping feedback. We look forward to your return to the Embassy.

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Reviewed 23 August 2014

We lived in Anchorage for years and left the year the Embassy Suites was built. The minute you walk into the lobby you know you are in Alaska. The décor and ambiance reflects the best of the state. The fountain and tile work are beautiful. Front desk staff was efficient, friendly and courteous. I asked for and was given a couple of different choices on where I preferred our suite to be located. It was in a great location in the hotel, facing inside and was quiet. Rooms facing the street will be noisy since they face a busy street. Not fault of the hotel.
The breakfast each morning was great. They could probably use two omelet chefs since there generally was a long wait. Had a drink and late evening snacks at the bar and the food and drink were great. Never saw the pool or took advantage of the Manager's Reception. Maybe next time. Hands down I would highly recommend this property.

Room Tip: Get a room facing parking lot not the street. The streets around the hotel are busy most of the day...
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  • Stayed: August 2014, travelled with family
    • Location
    • Cleanliness
    • Service
1  Thank Travelingfool57
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
embassyanch, General Manager at Embassy Suites by Hilton Anchorage, responded to this reviewResponded 26 August 2014

We certainly appreciate your excellent feedback and your business. I am so glad that you had the opportunity to visit us for the first time. I love the headline "Flawless" and pleased we earned the term for you. Thank you again for staying with us and we hope to see you again soon.

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Reviewed 23 August 2014 via mobile

Our stay has been very enjoyable! We have spent a total of 5 nights here and are sad to leave tomorrow night for home. Service is top-notch and the breakfast is very good! They held our extra luggage for us while we spent two nights at Denali. Upon return, they gave us our same room back! Our room is comfy, the bed is super comfy, and it's very quiet.

Stayed: August 2014
Thank wowalake7
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
embassyanch, General Manager at Embassy Suites by Hilton Anchorage, responded to this reviewResponded 26 August 2014

We are delighted to have been your home away from home during your stay. I hope you had a wonderful trip to Alaska. Thank you for the wonderful comments. Please come back again soon.

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Reviewed 20 August 2014

We stayed in this hotel for 3 nights with our 4 year old. Loved that you get a room with a door that closes and that makes this hotel worth every penny. We only took advantage of happy and two free drinks one night out of 3, but appreciated it! The breakfast...don't waste your calories on the hot stuff it was old, cold and inedible. However, the made-to-order omelet was great and so was the oatmeal! The service throughout the hotel was excellent. We will stay with Embassy, again.

  • Stayed: August 2014, travelled with family
    • Value
    • Location
    • Service
1  Thank vedettefille
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
embassyanch, General Manager at Embassy Suites by Hilton Anchorage, responded to this reviewResponded 22 August 2014

Thank you for giving us the "thumbs up" in your review. I am pleased that the two separate room suite design worked well for you and your family. I appreciate that you will be staying with Embassy again. We hope that one of those stays will be back with us.

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Reviewed 19 August 2014

Great hotel. Just not in downtown. We had one day in Anchorage after a 7 day cruise. Took the train from Seward to Anchorage for flight home. Hotel was perfect for this situation. While not in downtown, it's pretty centrally located to many other sites including the airport. So, if you're going to be in Anchorage as a family for a few days, definitely consider this one. If going solo, you're probably better off downtown.

  • Stayed: August 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Embassy Suites Hotels
Thank Tony C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
embassyanch, General Manager at Embassy Suites by Hilton Anchorage, responded to this reviewResponded 20 August 2014

I am sorry you only joined us for a short stay. Thank you for your nice comments. Please come back and visit again soon.

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Reviewed 19 August 2014

Great hotel! Located a little way from the downtown area but we got a cab (10 mins) and the hotel also offers a shuttle. The staff are super welcoming and helpful and recommended the Historical museum for our few hours' visit (which was extremely interesting and fun for the kids) and places to eat. The pool looked lovely and was nice and warm according to my kids. We ate at Moose's Tooth, a 2 min walk away (which was fab!) and breakfast was free; a good selection. We took the complimentary shuttle to the airport, only 15 mins away.

Highly recommend - can't fault a thing!

  • Stayed: August 2014, travelled with family
    • Sleep Quality
    • Rooms
    • Service
Thank Telgip
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
embassyanch, General Manager at Embassy Suites by Hilton Anchorage, responded to this reviewResponded 20 August 2014

I greatly appreciate your support. I love hearing about the staff delivering caring and welcoming service. We look forward to having you return the next time you visit Anchorage.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Embassy Suites by Hilton Anchorage

Address: 600 E Benson Blvd, Anchorage, AK 99503-4123
Phone Number:
Region: United States > Alaska > Anchorage
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free Parking Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#2 Business Hotel in Anchorage
#4 Family Hotel in Anchorage
#4 Romantic Hotel in Anchorage
Price Range: £121 - £287 (Based on Average Rates for a Standard Room)
Hotel Class:3.5 star — Embassy Suites by Hilton Anchorage 3.5*
Number of rooms: 169
Official Description (provided by the hotel):
The Embassy Suites Hotel Anchorage is an all-suite full-service hotel that offers all the comforts of home and far more. The large well-appointed suites offer exceptional design and comfort as well as extensive guest amenities. Every hotel guest is offered a complimentary cooked-to-order breakfast and buffet along with a complimentary evening reception. Free parking and free Wi-Fi add to the benefits. We look forward to showing you why we are the preferred hotel by business and leisure travelers alike among all hotels in Anchorage. ... more   less 
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Also Known As:
Embassy Suites Anchorage Hotel Anchorage
Anchorage Embassy Suites
Embassy Suites By Hilton Anchorage Alaska

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