It got worse...I was eventually given a room in the category that was booked, which had someone else's welcome amenity (I was travelling alone and there was a cake, champagne and balloons wishing another guest happy anniversary). When I pointed out they had a ton of upgrade inventory available for booking, it took them 30 minutes to figure out their inventory and then I was told I had not been offered any upgrade because a suite was being cleaned and was not available at the exact moment I arrived. It was almost like checking into Fawlty Towers. And service recovery was extremely poor (in fact nothing was offered until I got my travel agent involved and then they only offered me a free night on a future stay, which is worth close to nothing in my book).