Traveling on a Bedroom reward last year, the in-room shower had no hot water and the head was constantly dripping rendering the toilet function unusable. The agent said it didn't matter points were used. He looked up the cash value of the trip and offered a $400 voucher - far exceeded my expectations! It was probably a $600-700 accommodation charge for NYP-WTH.

Have your family members call 800-USA-RAIL when the trip is complete and ask to be transferred to customer service. They can take care of everything over the phone.