My husband and I booked a King room using our Priority Club points and were quite disappointed when we arrived and were told that all of the King rooms were full and that they only had Queen rooms available. The receptionist said that she couldn't really do anything for us and suggested that we call the Priority Club - that's where the Customer Service got really bad. The gentleman who I spoke with simply informed us that "as per their terms and conditions, they are only obligated to provide a room that accommodates the same number of guests" and that there's nothing else that they could do.
I feel that they could have, at the very least, informed us of the change so that we had the option to cancel our reservation and choose another hotel and that, since we were using points rather than dollars, they didn't really care about providing us exemplary service.
When I got off the phone, the receptionist apologized on their behalf and then offered us free parking (worth $10) for our troubles. Given that it was 7:30pm, we were exhausted and decided to just stay there.
As far as the hotel itself was concerned, we were happy with it - the room was clean and quiet and we enjoyed the free wi-fi and breakfast which was included. Would I stay again? Not likely considering how many options we have in the LA area...but I will commend the front desk staff for doing their best to rectify the situation.
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