During our southern drive for summer family vacation, while en route we decided to stop for the night rather than drive through. Searching the i phone we found the Embassy suites in Richmond VA. We like Embassy Suites as the room is large enough for our whole family and breakfast the next morning is included. While on the phone's brower, we thought we were calling Embassy Suites direct. It was only after trying to confirm a later arrival and trying to look up our Hilton Rewards number was I redirected right to the hotel's front desk. I foiund that I had booked a room for the night through a 3rd party service ( Like an Expedia or Hotels.com) Never once did they tell me this. Nathan, from the hotel itself, went far above and beyond to help me get this 3rd party reservation canceled and re booked direclty through him. He was also able to discount the rate for us as we were arriving after midnight and leaving by 8 th enext morning. Clean and comfotrable rooms coupled with exceptional service.