Here is my post from May:
Greetings to all:
Please understand that we are unable accept any specific room, building or floor requests in advance. Daily arrivals and departures prevent us from making any guarantees and we do not want our guests starting your stay with us disappointed that a specific room, floor or building has not been confirmed.
Not only are we trying to avoid your disappointment, but our front desk staff is taking too much unwarranted heat from arriving guests who are unwilling to accept "I'm sorry, but it is not available" for an answer.
We want your stay with us to be fantastic and memorable AND we want our staff to look forward to the wonderful role they play everyday. As a result - and I am acknowledging that this will not stop the requests 100% - we will be rejecting and/or editing all future posts that appear to be requesting specific rooms, floors or buildings.
Since that time, we have added the following clause to our Romance Rewards Pre-Check In form:
While we do our best to honor room, building or floor requests, UNDER NO CIRCUMSTANCES will we make any guarantees, regardless of how much in advance a reservation was made or request received. Rooms are assigned up to the day of arrival and any specific room availability may be affected by high occupancy, late check-out, last minute maintenance order or housekeeping schedule.
Last edited by randymon; September 28th, 2011 at 08:13 AM.
Chief Romance Officer and Senior Vice President