I pre-paid and booked the Wynn a few weeks ago with my platinum card via FHR, and am having a fairly maddening experience. I am wondering if I am going crazy or is this just standard practice.

I booked the room for two people. The second person, my travel companion, gets in about 2 hours before I do tonight. For every other hotel I've ever dealt with, they allow the second person in the room check in so long as they are on the reservation.

To accomplish this, I chatted into the hotel via the Amex chat thing and got no answer for several days. So, today, I called the Wynn just to confirm there would be no issue. They told me my travel companion will have to wait in the lobby until I arrive, and there is nothing that can be done. Because Amex is a third party system, they cannot add the second person to the reservation. I want to reiterate that I have booked and paid for two people, and am just trying to insert a name into the currently blank space.

I escalated to the manager and said it is not reasonable to have a hotel guest wait in the lobby and the manager confirmed there is nothing he could do.

I then called Amex FHR, who put me on hold for 20 minute to call the property, and then said there is nothing they can do to alter the reservation.

At every other hotel I've stayed at, you can easily add the second person. I am just sort of astonished that this "luxury" booking system and five star property are totally unable to accommodate this simple request. I am also sort of stunned that there is no initiative to be at all flexible or find a solution. It seems like a very solvable problem. I offered to fax them my ID, check in online, etc. and they assured me it had to be my warm body in the lobby to get the room key.

This also got me thinking: if my flight was canceled or delayed, then my travel companion would simply not be allowed to ever check in to the pre-paid room, right? We would have an empty, paid-for room that we couldn't use and she would have to pay for and book a second room? Obviously I am hoping that doesn't happen, but it strikes me as ridiculous.

AITA?