Yes, I called the hotel directly. I think I may have said this in my original post, but I hadn't actually called to get an upgrade. We as a family had decided to all go drop my brother off at college, instead of just three of us going as originally was planned. So the only reason I even called was to see if the room was large enough for 6 people, or if they would even allow it. They said that they would, and she then brought it up saying once I checked in she could see if there were any upgrades open. I said I had checked in on the app at the 30 hr mark, which she then said ok and found a 2 bedroom suite open and said I was upgraded. Which showed online, and later showed on the app when I checked that. I just think it is embarrassing to go up to the front desk with people behind you and you have to figure out why you were downgraded when the rep over the phone had sure made it sound final. If she had said something like 'Ok, I upgraded you. But it isn't guaranteed till you arrive." then i'd have nothing to complain about.