I'm a 30 night per year guest - about halfway between Silver & Gold. Most of my stays are at the same hotel - Toronto Airport. In spite of repeated phone calls and letters to the GM, they consistently get it wrong at the Front Desk. Because I bring a large crowd with me for meetings I'm supposed to have on-going access to the lounge on the concierge level. Rarely does my card work and I have to go down to the FD and explain, again, why I'm supposed to have access. They constantly get the wrong newspaper, I am often charged for parking when I don't have a car and they frequently make mistakes on the folio.

Is it just this one hotel or is there a glitch in the world-wide software?