My issue - similar to what others are griping about - is that as a mainly business traveler - who often will (more recently) stay a week or 2 at a property (probably the target demographic) is that I feel I need to beg and fight for even basic things that are part of the program (unlike, say United's mileage plus program where - good bad other - many of the things are automatic - like automatic added to upgrade lists and you can follow you position in line and have options based upon level for moving higher)....having to "ask" about upgrades and still never getting them (and no idea why or if any rooms are available, etc)... or still after every stay correcting the bill because of misapplication of the 10$ f/b credit that still randomly either gets charged to my corporate master account or my private cc.... yes - consistency and execution and none of the games that people are playing regarding SNA, upgrades, etc etc.....because the reality is, all I need to do is call my travel agent and say - "book me in the Hilton or whatever across the street"