Just a follow up to my concerns in post #86.

I e-mailed SPG customer service and got the response back that the hotel would contact me in 5 days. 7 days went by, no response so I e-mailed again and was promised further follow up within 5 days. 4 days after that the front desk manager contacted me by phone. After a few days of phone tag I finally spoke with the front desk manager today. I must say the outcome was more than satisfactory. The manager was very empathetic and seems to have a good plan in place to ensure continued improvement. In the end I am now left with a positive impression despite a problematic stay due to the way this individual responded. A well done story of SPG customer service!

ps - I did e-mail SPG back to compliment the manager and have that added to the file.