Recently stayed 3 nights at the Fairmont Jasper Park Lodge. I was asked whether I was President's Club, and then was immediately given a key, without any check-in formalities.

However, despite reserving a room with 2 twins 8 months in advance of arrival and despite PC membership, I was assigned a room with only one (queen) bed. It took an hour for them to determine that they had no other room for Night 1. They found a proper room for Nights 2 and 3. The desk apologized, offered to send a rollaway, and suggested I order "a nice bottle of wine" at dinner (I asked the waiter at Edith Cavell to suggest an appropriate selection, moderately priced, without revealing that it would be free...he selected a $70 Spanish Tinto, which was very good, and it was removed from my bill at the end of the meal).

However, the rollaway never arrived, and my guest chose to sleep on the sofa.

Why do hotels insist on making changes like this? They viewed it as an upgrade, while I viewed it as substandard customer service, especially since they didn't mention the change at any point.

I commented on it on the customer service card.