As a Hilton Honors Diamond member, I like to stay at different properties across the Hilton portfolio. For this trip to West Palm Beach, I chose this Embassy Suites too add some variety to my week of stays at other Florida hotels in the Hilton family. Most Embassy Suites have their rooms built around an open atrium. Not this one. Yes there's something called an Atrium where the restaurant is, but it's only the restaurant and bar, nothing else. The first thing I noticed was poor signage. Having checked-in and choosing my room the day before arrival, I wanted to go straight to my room. Upon arrival into the lobby by Uber, I saw no signs directing me to the elevators leading to the rooms. I was walking around the Atrium looking at areas called East Tower and South Tower, and the only maps said that guest rooms are located on Floors 3 and up. Where? Finally I found the hotel's desk, walked past it, and went upstairs to my room. When I got there, my Digital Key did not work. I heard the lock move, but the door would not open for me. So I had to do the Walk of Shame and return downstairs to ask for an old fashioned plastic key at the desk. There was no apology that the Digital Key that Hilton encourages guest to use thus bypassing the check-in desk, did not work. I got my plastic key and returned to the floor, only to find that initially the plastic key also did not open the door. Only this time I jiggled it, and was able to then enter. Apparently I had to pull before pushing! I later went downstairs again to purchase items from the small gift shop for snacks. The place was depleted -- many items were out and the selection was very poor. I took my items to the desk to have the charge put on my room, and I also had to ask for the bottled water I was entitled to, which should have been offered to me when I was at the desk the first time to get the plastic key. I did not make use of the living room section, only the bathroom and the bedroom. The bedroom had ample space for my belongings, but I thought it was odd that there was no-place on the desk to plug in my electronics. No outlet or charging station. I did find a power strip on the floor and used that, but it was awkward and uncomfortable. WiFi and TV worked OK. The bathroom was relatively small, but it was just adequate. I had no issues with water pressure or water temperature. In the morning I went to the Atrium to have my complimentary breakfast. Nobody ever greeted me nor offered to serve me the whole time I was there. Nobody even checked to make sure I was a guest at the hotel. I partook of the buffet, and enjoyed it, and I did save money on gratuity since there was nobody to tip. Overnight, my receipt was e-mailed to me, and when I woke up, there was a charge of $8 for ”late cancellation”. What? If I had cancelled I wouldn't be there, would I? I was so disgusted I had wanted to just check-out on the Hilton app as I usually do, but I had to correct this
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