My sister and I were booking flights, etc, for their trip. It was late, so she dropped off the line to go to bed while I called SPG to make the last reservation. The clerk made the reservation but needed additional information. It was too late to call my sister back. I promised to call back the next day but we made the reservation so we wouldn't lose the rate. Before we called back, the hotel manager emailed (not sure why you think he called) letting me know the reservation would be canceled if the information was not corrected into their names. We called reservations the next night and she provided the information. The second agent said the strictness was common for some foreign locations.

After we updated the information, the manager emailed again, thanked us for the correct information and let us know that their family would be granted lounge access and put on the UG list even though they were not eligible, nor did we ask.

The manager appeared to have emailed because there was likely a note in the reservation indicating my points were being used but I was not staying so he must have looked and saw the issues. It's good to know they are proactive in trying to correct things early instead of having to turn people away when they show up and the hotel has incorrect information.