I stayed at Sheraton LaGuardia East Hotel two nights early this month. When I check-in, no upgrade is available and I got a king room on 14 floor based on my profile setup, but Platinum amenity was mentioned. When I got to my room, the mattress isn't sleeper bed even there is sign of sleeper bed right on top of night stand. I have been stayed there few times this year and I always get my sleeper bed. I was told the hotel was sold out those two days when I check-in, so I didn't bother to ask for any other room. While checking out, I told front desk that my bed isn't sleeper bed and the lady offered me 2500 points with apology.
Then I filed a complain via web-site asked one question, Why the hotel's web-site says rooms are with sleeper bed and rooms has sleeper bed sign, but it actually not. The GM called me back and apologized with explaination saying the hotel is under renovation. He also offered some points to make customer happy that I wasn't expected for. I told him I will stay there next month and he gave me his number to have me call him so that he will make sure I get a room that already renovated. What a great GM. Sorry to make a long story but SPG staffs do really care about their customer.