Originally Posted by ctporter

I almost always check in online (or in app) and select my room. I always select a king, away from vending, and usually top or high floor. When I arrive at the hotel after 8pm I have found twice now that the room I had chosen is not available. Instead I am now assigned a double queen on the first floor next to the vending machine, and get a thank you for being a Diamond. If I arrive before 6pm my choices are honored. It is frustrating to say the least, and makes me feel that Diamond status means nothing when they need the room I picked for someone that arrived earlier than me. Since my trips are 1-2 nights at business class and I stay at HGI, Double Tree, and Hiltons upgrades do not happen.