On Sunday, I called the HHonors reservation line, trying to make a reservation at the Hilton in Short Hills, NJ for Tuesday night. The agent told me they were sold out.

I reminded her that I was Diamond HHonors, and that one of the benefits was guaranteed room availability with 48 hours notice. She said there was nothing she could do, but I could call the hotel directly and speak to them about it.

She gave me the number, I called the hotel, and guess what? When I asked for reservations, they sent me back to central reservations -- who couldn't do anything for me. So, instead of being at a nice, clean comfy hotel tonight, I'm going to be at something that I'd told myself I'd never stay at again -- because it's the only thing close by that had rooms.

The benefit is clearly listed -- why isn't it a completely routine matter for them to provide it?