Firstly, Check in was not a good experience. They gave me the option to check in on the app. I am a Hilton Honors Member. They allowed me to pick my room. Mind you, they showed the room options! I chose the room the day before arrival. I requested early check in "if possible" which I know isn't guaranteed, but I gave a heads up. Showed up only an hour early. Website states check in at 4. At 3, I was told the room I chose isn't available, they had to move me two floors down and it wasn't ready & couldn't tell me when (but check in is at 4). I drove over 5 hours, was with 2 teenagers and had tickets for an activity at 5. I stored luggage and waited. At 10 minutes prior to check in time, I went up and saw a man (can't remember his name on duty the 25th of May from around 4 ish until 11p.m., who was very rude, because this story gets way worse)! He told me my room wasn't ready but there was something on the 12th. It went from 17, to 15 to 12 and it was 10 minutes to 4. I asked when it would be ready on the 15th. He said he didn't know & check in is 4 or anytime after 4. I told him the website says 4, not anytime after. He continued to be combative & told me I could take the one on 12 or wait & wouldn't tell me when the one on 15 would be ready or attempt to find out. I took12. The room was musty smelling & definitely not up to par with the Embassy Suites I'm used to seeing. It was old and run down & did not mirror the space of the room I saw in the pictures I booked. I was extremely disappointed. The lobby was beautiful. Very deceiving. We quickly refreshed and left. We went and did our activity came back a little before 9, the girls changed to swimsuits and we went to the "rooftop pool" on the 3rd floor.... It was dark, no lighting, very small and shallow water. The cement tiling was loose all over. After about 45 minutes I watched a boy freak out on the side of the pool as a roach crawled over his hand and then scurried across the edge of the pool... I quickly got the girls out and went to the room... I then proceeded to check the beds by lifting the sheets at the mattress corners and found what looked like a dead ant with an egg sack, I think.... Then one of my girls came out screaming as something was crawling on her head and some bug dropped out... likely from the pool... but we were over it all... I went down to the guy at the desk (same guy from checking in & he had the same attitude) showed him the Pic from my bed & he told me the hotel was fully booked & all he could do was give me new bedding. I asked if someone was going to come get the bug and change the bedding. No...he doesn't have housekeeping. So I'm supposed to change bedding on vacation? I don't even want to sleep in the bed at this point. Then the bedding he gives me isn't even what is on the bed, some ratty blue blankets and sheets. A maintenance tech was sent up to help...he was nice, but I already removed the bug while almost vomiting. I asked if I'd get a refund if I found another place to stay...the front desk guy said not for the current night but the second night. Clearly upset that he didnt seem to care one bit & expected me to pay to not sleep here under these conditions & had been checked in less than 7 hours ago and used the room maybe 2 hours. So, he said he would give me $100 off the night. So.... I had to pay almost $230 and pack up and leave the hotel at 11 pm because we were not comfortable sleeping in filth and bugs and the customer service was horrid! This ruins the Hilton & Embassy Suites name. I shouldn't have had to pay for a room under those conditions. I didn't sleep there & was barely in the room. The guy had zero clue what customer service is & really needs to consider a new career! Sad thing is that I have a trip in Virginia Beach booked in June at an Embassy Suites & now I have a sour taste in my mouth about staying there....