Well, when I first rolled up to my room, it wasn't quite ready... manager didn't bat an eye, just upgraded me to an executive suite while they figured it out. Basically the same room, but a little better view and... most importantly, after a LONG, troublesome flight, I didn't have to sit around while someone looked into it or whatever. I was asleep within minutes!!!!
That's customer service... I dig it. Everything else was as advertised... wish I had a little more time to take advantage of it all, the Bridges restaurant, etc... I was pretty much booked though.