I was able to find out the GM's name is Ralph Sabourin. This was provided to me by the Hhonors Diamond Desk after some prodding (I actually think that they called the hotel and asked for me, because it took a few minutes on hold and she initially said that she may have to contact the hotel directly to find out). I have sent an email to [email protected] with no response as of yet (not sure if that email address works for him either, but it did not bounce back to me). I am going to fax the hotel directly and hope for something. I did receive a response from the hotel reservations department ([email protected]), stating that "...upgrades are done at the desk upon check in based on availability..." I thought that this was a very interesting comment based on several of the posts made earlier to this thread... I also thought about the Hilton Towers, but the reviews there are just as bad...

I will post a follow up if there is one...