Originally Posted by JBord

Per the OP:

"So she checked and said they had a room available and gave us it. She made it sound guaranteed and it even showed up on the app."

Either the OP is not telling the truth, or the room was assigned to him, as it showed on the app. Right? I don't claim to be an app expert, but that's how it's worked for me in the past.

To be clear, I have no problem with the scenario if the room hadn't been assigned (note the OP was checked in as well). I think it's incredibly poor service when an upgrade is given and then taken back. It's kind of like being upgraded on your flight and while you're waiting at the gate you get put back in coach. No one tells you until you try to board the plane, and no compensation or consideration is given.

But as always, I take these stories with a grain of salt. Sometimes people embellish the story to make their point, and other times they just misunderstand the situation. I believe the OP either is correct, or misunderstood the chain of events.