That's not good when the GM phones you up and promises something that doesn't materialize.. Why phone you at all? I would phone up the GM or person who talked to you, and bring up your feedback about the stay.

The upgrade maybe that you were getting is typically with AMEX travel, where you get a free upgrade upon availability at check-in.. maybe the availability of the Beach Casita Suite was nil, and you got bumped.

Typically with bedding, we find that accross the Fairmonts we stay at, its been hit and miss.. and we don't really pay attention anymore to what details should be, but roll with the situation and not take things too seriously. We've got two small children as well, and typicallys, I just flip the sofa bed out, and wait for the pillows.. should be a blanket made up already, and sometimes pillows are on top of the closet shelf.. typically theres 4 pillows on the King Size bed anyways, so just let my son have 1 or 2 until they come by.