Rocky, your conversation sounds almost identical to one I had in Aspen at the St. Regis earlier in May. I went around and around and was finally told that yes they were wrong by Starwood. For some reason I never did receive an apology, free drink, or now that you mention it- free anything. When will Starwood ensure that we get upgraded just like the airlines do with first class. I'm sick of asking for what should be a provided benefit per the program rules. It's like pulling teeth and it frustrates me, plus I only ask when I'm traveling with my family. William, what do you make of Rockys experience? He should get an apology directly from the hotel manager in my opinion.