Embassy Suites Orlando Downtown

as trying to get information to book a room block, they would barely give me any information over email. They said they couldn't send me specific information unless I get an official quote. So I got an official quote. Later when we tried to change from two nights to one night they informed us they require a 2 night minimum, which was never mentioned beforehand. Then they started calling me. I was at work one day (and I work in a very busy Emergency Room/Trauma Center so I can't just pick up my phone to chat or even say "I'm busy"). They called me FOUR TIMES IN A ROW. Back to back. Hang up, call again style. Then left one message. When I finally had a day off I tried to call back. No response, no call back. I would email questions and they would take days, sometimes a week or two, to respond. But if I didn't immediately respond to an email, they would call me multiple times in a row. We ended up booking the room block (because they had the best amenities for our guests and provided a free shuttle to our venue). About 2 months before our wedding I email to confirm our block and the bride/groom room (because our invitations are about to go out) and they tell me they have no documentation that our room block was ever made. The person I was in contact with before no longer works there and they know nothing about my block. I send a copy of my contract and they say "we will try." It works out. The day before our guests check in my husband drops off the welcome baskets because that's what you do, right? They smile take the baskets and seem very helpful. I receive an email about an hour later that informs us we will be charged $2 per bag they hand out! Not a single mention of this beforehand. I don't know about you but I have never planned a wedding before and just assumed that this was a courtesy provided when you book the block. Apparently not. The day before our wedding, my husband drops me off to check in to the hotel. I have a lot of "stuff" because I'm the bride, right?! They roll a luggage cart towards our car and tell me "make sure you bring it back down when you're done." Seriously? So I gather my things on the cart. I go to check in and the staff at the counter continues to chat with each other, not other customers, and ignore me for about 1-2 minutes. They then proceed to check me in and when I tell them my Hilton Honors number they realize that my husband and I are Gold Members. Attitudes change immediately. Let me get your things, here is an extra goodie bag, here is information, what do you need? I rolled my eyes and proceeded to take my own luggage to my room. While this is a "nice" hotel and the rooms are "nice", the customer service is NOT based upon making customers happy or even attempting to get customers to return. They seem to only care about making sure they're rooms are booked and that is all.