Don't know how it works for the "paying" customer, but as a platinum member (using 100,00 points), be tenacious in what you want. Called 9:30 am in the morning that we were checking in and asked for 2nd floor, courtyard view based on other reviewers. Pulled in at 2pm and they assigned a 1st floor, not sure where. Immediately asked for 2nd floor and got a corner room overlooking putting green. We were not offered any upgrade. When I spoke to manager Stacey she stated they were booked and that the suites went to the paying customers spending $350 per night. That was day one (4/10/13) of five. No bathtub in my king room. No free coffee in the lobby in the morning. The bed is very firm.
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