Embassy Suites by Hilton South Bend at Notre Dame

Save your money/Hilton honors points- Great hotel in a great location, but seriously lacking in customer service and cleanliness. We encountered several issues throughout our stay and not a single one was resolved or apologized for. Floors and shower were dirty upon arrival in both rooms. Room had no power on one side, so lighting and television did not work. "Sorry, we can not move you, we are sold out" was all we got. Needed towels, took an hour "sorry, we are sold out and busy". Wanted to eat dinner and enjoy beverages from the hotel on the outside patio and were told to leave because my daughter got a pizza from nearby, since their restaurant could not accommodate. We were told we would have to sit at the bar to eat/drink (but my 6 yr old wasn't allowed) or find a seat in the hotel lobby. Public restrooms were not touched for the 2 nights/3 days we were there. No toilet paper/paper towels. I asked to speak with a hotel representative and still no return email/phone call....... 5 weeks later.

I stayed at this hotel 2 years ago (2022) for an event at the Joyce Center across the street. 2 Years ago I couldn’t have had a better experience it was perfect. I stayed here again over the weekend because of my previous experience I had to book here. Looked to get a room in November for my weekend it was sold out and was the same for 2 months. Called the hotel and asked if something would come up and a room would open let me know ( NO CALL BACK). 3 days before my event they had rooms available so I canceled other reservations to stay here. I applied for Early Check In arrived early they said they couldn’t give me a room early. (Not a Problem) I’ll just check in at 4pm. I come back at 4pm room still ain’t ready waited an hour and 15 minutes before i had to leave to get to my event. I got a text 3 hours after check in that my room was finally ready. there were several other people having the same problem as me. I can only imagine how bad it could have turned out for a fall Notre Dame football game! Would have been nice to relax and shower before my event and got my room at the promised check in time. NEXT TIME DONT OPEN UP ROOMS IF YOU DONT HAVE THE STAFF TO HANDLE CLEANING THE ROOM!!

My stay started off great. The location is amazing and the room was cleaner then most in the South Bend area however other issues ruined our stay. Upon checking out we found that they charged my card for $20 and refused to identify what those charges were. And on the second day I re-booked through Priceline but they took it upon themselves to rebook at their rate which was substantially more then the Priceline rate. All in all this would have been a pleasant stay if it wasn't for the fact that the hotel charged us much mulch more then we should have had to pay.

The check-in experience was disappointing – no welcome, no welcome bag, and unclear parking instructions, with an incorrect charge adding to the frustration. Despite this rocky start, the breakfast was excellent, and the evening drinks by the fire were a pleasant touch. The room, though decent, lacked noteworthy views. Conveniently close to Notre Dame, making walking easy. Kudos to the stellar housekeeping team for their excellent service. A mixed bag, but redeeming aspects.