Long story short. Customer service is completely unbearable and unbelievable.
Booked a room a few weeks prior to a vacation weekend. Called two days prior said I needed to cancel. They said no problem call back when you are sure that you need to cancel (I wasn't sure at the time but wanted to double check it was possible).
Called back to cancel -- sorry can't cancel 24 cancellation policy.
Neither reps explained that to me -- Fought the charge with the bank. They refused to pay and had prior knowledge of my cancellation. So they may have booked the room again.
I disputed again with credit card company but they refused stating that it is policy for phone reps to disclose that. Unfortunately I was not told and assured I could do it that same day before 4pm.
Embassy suites lost my business.