Hilton took care of me
I booked the new Embassy Suites in NYC for NYE on points for 4 nights before the Amex VIP discount was eliminated. A few days ago, I got an email that the hotel would not open on time with some suggestions as alternatives assuring me it would not cost me any more points. The suggestions were all for Hampton or Hilton Garden Inns. Since they were only suggestions, I saw that The London NYC was available on points (380000) for 4 nights. I paid 220000 for the Embassy Suites. So I called the rep on the email and she booked my at The London. Hilton put the 220000 points back into my account added 160000 points then issued a cert for 380000 points. I have diamond status so I don't know how others that were staying at the Embassy for NYE but I received service take exceeded expectations.
Didja ever wake up in the mornin' with a zomby woof behind your eyes?