First of i am a former Starwood employee... i know system inside out. Starwood takes pride in providing quality service. This morning I Checked in super late, actually after 3AM .. I had called hotel advising them i would check in super late and the female failed to leave note. Hotel sold out was on 100% . Herman, please forgive me if im misspelling his name .. went out his way and figured out a solution. A pilot checked out early and Hernan offered to clean that room for us. Left the front desk and cleaned the entire room. I even asked him to allow me to assist him .. he refused . I even asked him to just fix bed dont worry about rest room and he refused my help. Hernan even fixed the futon bed for my guest which he did not have to do. The Four Points is lucky to have him representing them. Will return because of him