True. And I did write back.

But if the local hotel won't comply with corporate policy, then what do you do.. when you have made travel plan based on this "guaranteed" benefit?

It stinks to high heaven, and I think most people just relent and give in... and thus let them make up rules as they go.

Why do their most loyal customers have to become "activists" for a benefit clearly guaranteed in a company's T&C? Why put them (and their employees) in such a confrontational environment? (those are rhetorical questions).