Originally Posted by yupenn

Have two rooms under two gold accounts. One room in the app from successful online checkin got reassigned to someone else. Was told to go to another room. When I got there, the new room is already occupied and has do not disturb tag. Front desk staff insists on I can get into new room and used security staff to open the door. There is one man and woman in the room. Asked about cancelling the rersvation and then rebooking a more expensive room type but was told they will still charge one night for my original room although it is not advanced purchase. In the end I got reassigned again to another room but the whole process took more than one hour. When asked about points compensation, the front desk staff says she did not assign the room and also refused to give any compensation. No apology throughout the process. Property is one of tapestry collection