I had issues at that hotel a little over a year ago and was also disappointed at the staff's response. Maybe the people at the Palm Beach FS are so used to failure that it doesn't impact them anymore. Failure must be so common that it's treated as just another day at the office. Obviously nothing has changed since last year. (Instead of feather free King, my blocked room had feathers and Queens, as well as a crib...BOGO cert was lost and the second one I gave them was not honored until I called MI, and then both were miraculously found, but not until after they called me a liar who never gave them the cert.)