It seems to me that these stories come up all too frequently. From the world of quality management and process compliance, I see lots here telling me that they either have a process nobody follows or they have no formal process to ensure Elites (esp. PP) receive the same experience every time. This is not about getting more than what you pay for. It's about consistency in the guest experience. Anytime there is going to be a deviation from that expected experience, the desk clerk needs to explain why and what the guest can expect.

A good example? McDonalds. You know what you're in for every time you go there. Not that it's good, because it's not IMO. You can go into nearly every shop in the US and get consumable product (I refuse to call it food) that will match your expectation.