We travel a lot and are generally excited when an Embassy Suite has availability. We paid for a healthy room and were put on the top floor where they were located. Throughout the three night stay, the hotel could not provide air conditioning to our room because they had issues getting water to the unit. It was an on-going problem for them and several rooms on the top three floors were without cool air. We were given fans but you can imagine the comfort level was poor. Apparently, the company's engineer is disinterested in fixing the problem.
The front staff, except for a young lady who said she was the supervisor on our second night, were unprofessional. They generally seemed aloof, more interested in talking among themselves than dealing with their guests. The young lady who showed professionalism did offer us another room on a lower floor (they were nearly completely booked) but we would have had to move to a noisier room (rowdy conference goers) and moved all our stuff.
There is no excuse for a company like theirs to accept reservations knowing there is a problem with the rooms. It also is disconcerting that no one was actually trying to fix the problem, only blowing off the air in the pipes which would only allow the unit to produce cold air for minutes.
There is no way that this hotel earns the star rating it has.