I wrote/faxed the GM regarding my above-mentioned issue a few hours ago (a polite, complimentary when compliments are due, complaint letter) and within under 2 hours, I received a faxed reply letter directly from him with a response well above and beyond the call of what was in order. Once again, a class act. Since this hotel opened, I don't think I've stayed at the Sheraton Gateway and Westin more than once or twice - even when the rates are similar.