I took the family away for the weekend using MR points to secure the room. On the day of our arrival I called the hotel to confirm our reservations and request a high floor with adjoining rooms (this was consistent with the original reservations) The front desk person said that they would be happy to honor both of these request and was looking forward to our arrival that evening. The person indicated that we would be on one of the higher floors with a city view.

When we check into the hotel on Thursday night (actually early Friday morning due to weather problem) I was told that they did not have any adjoining rooms higher than the 7th floor. I then told him about my phone call and he got red in the face and then said that since I was not "paying" for the rooms that the 7th floor was the best that they offer and that tomorrow they would have much better rooms for us. So I figure ok, it late, get some sleep and work this out in the morning. I asked that the rooms director call me on my mobile in the morning to discuss the floor restriction on rewards stays. The 7th floor does not have much of a view, let alone a city view.

Morning comes and I talk to another front desk person who says yes of course we have this request. After the rooms are cleaned he will personally make sure that we are taken care of and thanks me for being patient and being a platinum member. I indicate that we would be out for the day and would like to make the change when we return around 5 pm.

Yep you guessed it, we return to the hotel at 4:30 and I approach a third person at the desk. No we have no record of any relocation request and enters our room numbers into his terminal. Oh, since you are not "paying" for the room we can not offer anything else!

Have any of you run into these "restrictions" using MR points? What have you done in response to the not "paying" other than saying that MR points are just another form of payment? What would your next steps be if this happened to you?