I'm going away for a few days and wanted to stay in a suite so I can put my baby in a separate room. I sent an email to the GM of the hotel asking if he can upgrade me to a suite on a points stay. He passed it on to his assistant who said I would be upgraded to a suite(this was all done via email so I have documentation). I sent her my confirmation number and when I checked my reservation I see she upgraded me to an executive guest room, not a suite. I called the hotel and they confirmed there's a note on the reservation to put me in that room but not a suite. Wanting to be polite and not point out her error, I sent her an email asking if she received my confirmation number because I see I'm booked into a guest room to which she replied that she received it and will ensure me in a nice room. To me it seems that she's backtracking on the suite. I transferred points specifically for a suite (and I let her know it) and have confirmation that I would receive one.
What should I do now? Should I email her or is it better to call? Should I contact the GM? Do you think they will honor it since I have email confirmation or to upgrade me to a $2000 a night suite on a points stay is just too crazy? I locked my points into this transfer so I really need this to work out!
TIA
