Bonnie and Clay - the managers at the hotel told me they don't have a customer service policy. I was there 3 hours before they were going to give ceramic wares to club members - I had to go out of town and even had proof. They wouldn't give me the items because it wasn't 1pm. It was too much effort to display any customer service at all. Upon returning to town, I'll close my account and go to Wild Pass. I called them yesterday and told them what happened and the person with whom I spoke laughed and said of course they'd have given me the item. He stated they were in a service business. Now they'll get all my business. Thank you Bonnie and Clay for leading me to a better run company.