I went there right before the hurricane and got similar treatment. we had booked a 7 nighter on points and PRE-PAID for an upgrade to an jr. suite. We (wife and 2 yeard old daughter) waited almost 3 hours in the sun (the lobby was not yet air conditioned) before they came to us. They then offered us a regular room for that night. When we explained that we had paid for the upgrade, they claimed to have no record, even at the diamond desk. After finally letting us on-line at the rseverations desk, I printed out the e-mail from teh manager stating that we had paid for the upgrade. Only then did they finally give us teh room we wanted originally.
I don't think I will ever go back to that placed. they are ill equiped during any time of the year.