When we got to the room there was already a pack n play set up for our daughter. We called the front desk to ask for a sheet to cover the mat with and about an hour later someone called us back from the front desk to make sure it had been delivered and we were satisfied. We said we hadn't received it and minutes later someone came to the door and apologized for the delay. They accidentally went to the room above us. We were so impressed with the follow up call that we didn't mind at all.