1. I was uncertain at this point if they just gave us a crappy room bc we used points, as it looked nothing like the pics on the website ( regardless, thousands of dollars were spent at their hotels to accumulate those points) I phoned right away and spoke to a desk clerk, who informed me no other room was available , and asked me to wait a minute until he put his manager on the line, I expected him to say that since we arrived so late they gave our loft style room away and he would have us in our correct room in the morning, instead he began to tell me that we were in fact in a loft style room, I assured him that there must be some mistake as we only had a standard height room, it was very small, and was missing the floor to ceiling windows.