Embassy Suites by Hilton Hotels in Brookfield

I was in town for a corporate training and have always enjoyed my stays at Embassy over the years. On this particular visit, I ran into a couple hiccups. They mostly had to do with housekeeping; trash not being taken out, some found their sheets had stains on them, and the heat in the front part of the suite didn't work. Coming from a hospitality background myself, I always give management a chance to respond before posting a review. Nowadays it's too easy to complain and I don't want to be that angry online guy. So I brought it to the attention of Thomas and Sydney, the front desk managers. Thomas apologized for the lack of heat and explained how the system works. It warmed up during the week so it wasn't as big of an issue. I was given a couple contacts from Sales and Marketing so I put my concerns in an email. Heather & Jessica responded the next day and circled back the day after, immediately addressing my concerns and doing what they could to offset the situation. Mistakes are human, we all make them. But when I see a team of people working in sync to try and help a guest, it shows me they genuinely care above the company's corporate mission statement. Special shoutout to Front Desk Manager Sydney! She was professional, kind, and connected with me every time I was in the lobby. I ended up enjoying the rest of my stay, I forgot how amazing their breakfast is, the Happy Hour drinks were potent and I made use of their full set of dumbbells in the fitness center! Thank you for turning this around, I wouldn't hesitate to book again!