I booked here last week online and went for the big room a two room king suite. As an Elite member of their Returns Club I supposedly get preferential treatment over guests wanting just a room who are nonmembers. After an exhausting 6 hour drive, I checked in at 7:20 PM and was told afterwards I only had a Studio King. No, I said it was a two room King. Since the deadline had passed for cancellation, I went to the room and sure enough they gave me another smaller room and sold mine.They were sold out for the night. I was upset and called Returns. No resolution. An hour later, the Returns people said I got a reservation online and a computer glitch gave me the two room King by mistake. The front desk was called and the man up there said that was not true and that an employee went into my reservation during the week and accidentally changed it trying to give me an upgrade. What upgrade ? My room reservation was for was the largest room they had. Why would anyone change a reservation if you were not even at the hotel yet ?...a question Returns could not answer. The general manager only wanted to give me a few thousand points back. No way. Needless to say, after a written complaint and multiple calls to customer service for 3 days, they comped the room and returned all of my points to my account. Geez ! These people seriously need to fire staff changing reservations and making excuses for selling off your reserved room. To top it off, my original reservation is still on the website so they are not getting anywhere with the excuses.