I checked in Sheraton Studio City at 12:30 PM last Sunday. The front desk told me they pre-key my room (as Platinum upgrade) on a 21st floor suite (Club level), but the room was not ready. He told me the room should be ready at 1:30 PM.

I came back around 4:00 PM, and a different front desk clerk pulled out my pre-set key, crossed out the original room number and put me at a regular non-club room. I asked about the original room they assigned me, and he said that room was not available.

I am quite disappointed. I understand that the upgrade is base on availability. I wouldn’t be so disappointed if they hadn’t told me about the upgrade. It seems that someone gave away my pre-assigned room to someone else. What will you do if this happens to you?