Back again after a relatively good stay last time. This time, however, got off on the very wrong foot:

• About a week before arriving, I applied SNAs on my stay through the app and when presented with the selection of rooms, I chose the Diplomatic Head-of-State Suite only. A few days later, I received a confirmation that my upgrade was confirmed. Happy days.
• For a relatively large hotel, check-in is woefully understaffed, staff take forever to perform check-in tasks and there is no dedicated check-in for Elites. Two agents were handling the process and the Director of Rooms was roaming around, but nothing was done to expedite things, even when we asked if we could check-in at the lounge [which the lounge can do].
• During check-in, I was informed that 'the hotel had upgraded me to a lovely junior suite.' Aside from the fact that I had used SNAs and that my upgrade was actually not an act of kindness from the hotel, I inquired as to why I had the junior suite instead of the Diplomatic Suite I requested and received a confirmation for. Confused, the agent got the Director of Rooms out again and after much discussion and description of the situation, he said he'd look into it and that nothing could be done about it. Instead, when requesting upgrades, he told me that the hotel receives notification of an upgrade to a 'luxury room,' and that their definition of the term is 'junior suite.' A short apology later, I was on my way to the junior suite. No other form of guest reconciliation. In any case, I forwarded the confirmation to him and we shall see what gets done. Given the way things have been lately, I have a feeling it'll be TS.
• Just like last time, no MAGC card in the room - had to call down and request one. Iron isn't working. Bathroom an awkward layout with a tub only and a tight entry way through a glass screen and a towel rack that hangs close to the opening.

I've never been 'downgraded' from a confirmed upgrade, and the staff - some exceptions aside - are generally on the lower-end of mediocre. Let's see what happens.

khabah