My wife booked a king size room with a whirlpool for our anniversary. When we arrived we were rudely told they were out of rooms and offered us a smaller room with no amenities and at the same rate we paid for the larger room. They said since we had booked online they could not do anything. All the while they took in several other reservations for rooms. Obviously since we booked online they didnt care about service and hospitality. After an hour on the phone with the online trying to get us a room we accepted the refund from the online service and ended up 45 minutes away as every hotel in the area was booked. Since i do a lot of traveling with my company i have pulled embassy suites from booking any of our employees business trips and will never do business with them again. The next hotel we atayed at couldn't believe it and said they would have offered a free room at another hotel if this had happened. That is customer service, not what embassy suites offered!