A suggestion from someone with Platinum envy

Call elite services on your cell while looking for the check-out agent. Perhaps, they can round up the right person, like the hotel manager. Also, considering your circumstances (VA), you could've done a "BTW" with elite services while on the phone.

As to SFO, your upgrade is part of Marriott's efforts to treat their platinums in a commensurate manner. In no way should it be a substitute for the arrival ammenity or compensation thereto. See above for suggested action if facing resistance (which you didn't note since you didn't ask).

Sorry to hear about your problems!

We're lowly silvers with MR but spend a ton of money on their timeshare product so I expect them to perform to the quality standard they advertise. So far, I've been very satisfied with our hotel stays at both full and select service properties (more of the latter). However, there is a prominent entry in my voice dialer for "Marriott guest services" if I find our reasonable expectations aren't met. On other issues where I've contacted guest services, they've been fantastic.

Happy Holidays!

Pat