I'm a bit confused by your rant. You asked them to check two hotels for you and they were both full. I don't expect that Centurion (or anyone else) can make a room appear on a whim. But after that did you ask them to check other hotels? You found it online, so certainly they should've seen the availability if they looked, but if you asked for two hotels and neither was available how should they know that you were willing to accept alternates? They might've asked, which would be the best customer service approach, but I'm still not completely sure they were wrong here based on your explanation.