Embassy Suites by Hilton Indianapolis North

Room was clean and the carpet had just been cleaned which is good, but bad because it the wet carpet made the ceramic floor slippery 😐 Staff was friendly and breakfast was okay. The bed was clean and comfortable!

Ownership should seriously reevaluate the current management team and place qualified individuals in leadership positions who genuinely understand customer service, accountability, professionalism, and respect for all guests. Hotels are in the business of caring for people during stressful situations, and unfortunately this experience reflected the exact opposite. As an Asian family traveling from California to Indianapolis for our children’s graduation, we booked and fully prepaid our stay at Embassy Suites North Indianapolis for May 8–10. Due to unavoidable travel delays, we arrived around 4:00 AM only to be told that our reserved rooms had been given away to other guests. Imagine arriving in another state in the middle of the night, exhausted, with family members and no place to stay despite having confirmed prepaid reservations. It was devastating. The overnight front desk staff were apologetic and told us management would contact us. No one did until the following Monday, when I received a voicemail asking me to call back and speak with a manager named Kevin. Unfortunately, the follow-up experience became even worse than the original reservation failure. When I returned the call expecting professionalism and an apology, Kevin spoke to me in an aggressive and condescending manner. He repeatedly interrupted me, told me I could only speak “when asked,” threatened to hang up, and ultimately did hang up on me despite the fact that I remained calm and respectful throughout

We booked and fully paid for our hotel stay for May 8–10, traveling all the way from California to Indianapolis for our children’s graduation — an important and emotional family event. Due to unavoidable travel delays, we arrived at the hotel around 4:00 AM only to be told that our reserved and prepaid rooms had been given away to other guests. Imagine arriving in a different state in the middle of the night, exhausted after travel, with family members and no place to stay despite having confirmed reservations. It was devastating. The front desk staff that night were apologetic and told us a manager would contact us. No one did until the following Monday, when a voicemail was finally left asking me to call back and speak with either the manager or another manager named Kevin. When I returned the call and spoke with Kevin, the experience became even worse than the original booking failure. Rather than showing empathy or professionalism, he spoke in an aggressive and condescending manner. He repeatedly interrupted me, spoke to me as if I were being disciplined, and stated that I could “only talk when asked.” He then claimed that the hotel’s system “resets at 2 AM” and implied that if I had not called ahead, losing our rooms was somehow not the hotel’s responsibility. As I calmly tried to explain the situation and the impact this had on our family trip, Kevin cut me off and threatened to hang up if I continued speaking. I never raised my voice, used profanity, or behaved di

Old slow elevators that sometimes didnt open. I actually had to force open the doors. I started using the stairs. A/C was not working so we had to leave our balcony door wide open to give us a breeze. Carpets definitely need a shampooing. Plus side, they hand out water bottles when you need them for free. Their tap water tastes gross. They give you free drink coupons during your stay. Breakfast was not celiac friendly. My husband said the omelet was good though. Not my favorite place to stay but not my worst.

Breakfast was good! Staff was pleasant. Room clean but rug was tattered around edges. Pillows were horrible, soft and over used.