Excellent and awful
Awful because I made a reservation for a king non smoking. I then checked in online confirming the reservation. I get to the hotel to be told that I paid for a room and they don't guarantee "preferences". Booking and paying for a king room is not the same preference as wanting it on a certain floor... I was told only smoking was available. This is insane. I don't know how they've been able to get away with this policy for so long.
Excellent because Jennifer gave me a king studio non smoking after seeing the frustration in my face and tone and probably grateful that I didn't escalate quickly :-). The room was awesome. Otherwise this review would have been a one star and maybe the BBB would have gotten involved.