Hang on a second. She is talking about GOLD members, not Plats. Plats are entitled to the *best* available room, not the *next best*. Tsk.

I have to say though in my experience this is not indicative of W customer service. I have had nothing but exemplary service from the W in Seattle, a recent booking went south as they gave away my room to someone else when I turned up late. I did the same thing, contacted the Operations Director and they turned a poor experience into an amazing one. They turned a poor customer experience into the best hotel customer service I have ever experienced.

Perhaps you should get the name of the Ops Director or GM and contact them because it seems they have a retraining issue as well.