Embassy Suites review: False advertising on cancellation

I tried to book a room for Dec. 1-2. I made the reservation at 5:30 pm on Nov. 24. At the time I booked, the page said “free cancellation within 24 hours of booking.” When I got the confirmation, it said my room was reserved for Dec. 14-15. I went to edit and was unable to and there was a note at the top that said “last day to cancel is Nov. 23 at 11:59 pm. Call 1 (972) 234-3300 for help. So I called. No one answered and I got an automatic hold. I was on hold for 40 minutes when I tried to reach someone through the text messaging service. I was connected with someone named Isaac. When I told him I needed to change my reservation he said he could change it but the $110 room was now going to cost $259. I asked why, I’m looking at the room I originally tried to book in the first place ON YOUR SITE, not a 3rd party site, and it says $137. I was told due to fluctuation of pricing based on date and time, the room I want is $359. I tried calling again. This time the phone rang but it was ringing for over 7 minutes before someone picked up. I tried to explain the situation and she wouldn’t let me speak. She just said what do you need like I was bothering her for even calling in the first place. She told me I couldn’t cancel because it was budget pricing and I had to call corporate. So I called corporate and talked to another woman who did let me explain. She said she could cancel it but I’d still get charged. But she could book the room I actually needed for me so that it wouldn’t be sold out. I am doing extensive medical procedures and I HAVE to find a room on THAT date so I booked it. She told me the hotel manager can cancel though without charging me. I asked how can the cancellation deadline be BEFORE I even booked the room and NOT have it displayed on the booking page? Again I was told because it’s budget pricing. You still can’t advertise that you can cancel within 24 hours and then tell someone the firm date to cancel was the day before tho reservation was made. That’s not legal. So I was told to call the hotel itself again and ask for the manager. She said his name’s Niel and he’d be in at 9:30 am. In the morning, when I looked at the confirmation so I’d have the confirmation number ready, it said “reservation cancelled. So I called at 9:30 am to see if I’m getting charged for this. I was told there is no Niel working there and that the manager Noel, would be in at noon. Do call back at noon. I called back and asked for Noel. The manager at the front desk asked what it was regarding. I said it was about a cancellation problem. He put me on hold and then said Noel is not available to take any calls, just email. So I asked am I getting charged for the cancelled reservation? He asked “Did you cancel before the deadline?” I told him I couldn’t because the cancellation deadline was BEFORE I made the reservation. He told me I need to call corporate about that. I told him I did and they told me I need to speak to Noel. He said I couldn’t but I can email her. I said I’m going to be there in person on Dec 1, can I talk to her then? He said “Only if she’s available.” This is RIDICULOUS. NEVER DO BUSINESS HERE! Photos of what was advertised.

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