Tried to stay at the Aloft DH in late June. Checked in normally with my colleague, both were issued keys. Stepping out of the elevator we hear the hum of dryers and discover that both our rooms are wide open with multiple dryers spread over the room. Go down to the reception. 'Oh I didn't realize the crew is done yet. I have no further rooms, will have to walk you.' After asking if we have any preference in chains she calls around and sends us without any paper work to the Embassy Suites across the street. The ES receptionist checks with her GM and comes back with: 'we don't take walks from the aloft, my boss says you have to pay the normal/rack rate'. After I ask her to perhaps call the Aloft she checks with them and tells me to go to the Hampton Inn next door 'they take walks from Aloft and have space'. The Hampton Inn knew nothing and at that point I just paid the rack rate in order to get to the business dinner and not waste any more time. The next morning I went over to the aloft to give them the invoice and ask for the URG. The receptionist on duty took down all the details, checked the 'walk' list and said the GM would take care of everything when he came in at 11am. Of course nothing happened. A week passed and I 'shared' my 'opinions' via the feedback form the property sent me. A few hours later the Front Office Supervisor reaches out and writes me that he will be 'issuing Bonvoy points'. I respond that that points are always apprecitated but that I would like to have the URG that I'm entitled to. After a few back and forth email I got my expenses for the Hampton Inn and 100$ credited to the CC I had used to book the rooms.

It seems the hotel had a burst pipe in the top floor that drenched the west side of the property from top to bottom.