Originally Posted by
yscleo
I'm not sure the benefit of the chat before checking in, because I had asked for extra towels but at check in was told we got upgraded and the room we go to doesn't not have extra towels.
Huh? Well, of course the room doesn't
normally have extra towels, that's why you requested them. But the hotel refused to provide them? That same request is in my Bonvoy profile, and I've never had a problem. If the room doesn't have extra towels when I enter it, I just call and ask for a couple.