Steffo, I hope you don't think I was accusing you of not giving us the correct information. In the post I discussed previously we were kind of misled hence the repeated question to make sure you had actually booked and paid for a suite. I'm certainly glad that William is working on your behalf. You were certainly wronged by the hotel and it's even more disturbing that you're a regular customer there. I've said this many times on FT that this is a customer service oriented industry and both the hotel manager and the desk clerk crossed the line and should not have accused you of not having booked a suite. That is definitely poor customer service and shows the lack of training that these two have had and I surely hope that they are both at minimum reprimanded and retrained. Now I'm not going to say the customer is always right but there's a right way of doing things and wrong of doing things if they thought you were in the wrong. You obviously had a confirmed reservation showing the suite that you booked at the particular rate and they should have 1)honored it or 2)walked you as many have mentioned. It's unfortunate you had to take matters in your hand and go to the Embassy Suites. Some on here have faulted you for taking matters in your hand and state you should have called customer service when you were at the hotel. Honestly if I had gotten flak from the manager I would have called the Platinum Concierge line and would have had them settle the matter. It might have saved you some headaches in the long run but I can certainly empathize in the fact that you had a child with you, had been on the road, and that you were tired. It's easy for us to point fingers at the OP as well as the hotels. In this instance it seems very obvious that the hotel is definitely at fault. I certainly hope that this matter gets resolved to your satisfaction. I'm a loyal Platinum member just like you and it pains me to hear stories like this when for the most part Starwood has been great for the majority of us with a few exceptions such as the Honey Money debacle! Anyways, William our Lurker exemplifies what customer service should be... but I view him as a consumer advocate that just happens to work for Starwood. Without William, I feel that a lot of these issues would take longer to rectify or may never be resolved to our satisfaction. Kudos to William! Good luck on getting this issue resolved.