At arrival, I see the line for the regular check-in desk is down the hall all the way to the restaurant. There is ONE agent working. The HHonors check-in desk has THIRTY people on line, with ONE agent working. I tried the Zip-in machine, and even though I had a confirmed reservation (Diamond status), it rejects me. There's no one around to even find a manager. After a FORTY minute wait, the ONE agent at the HHonors desk tells me they were "slammed by guest who were stranded." Uh, hello... the east coast storm was well predicted days in advance.

First room: Across from the elevator and ice machine. Screaming baby next door. Internet won't work. Toilet not bolted to the floor and about to fall over.

Back to the lobby, where I find someone to switch my room.

Second room: The heat barely keeps the room to 65 degrees, even through the thermostats are set at 80 and on "hi." In the middle of the night, I try to use my free water coupon (leave it in the minibar so you won't be charged), and find the minibar locked, but they didn't give me the key.

I had a nice chat with the MOD the next morning. He offered me point, rejected. He offered me a future upgrade, rejected. Finally we agreed upon a reduced rate for the night.