Booked the residence inn surfside for my brother. Called the day before to ask for upgrade and the guy said, I can only upgrade you to the studio with a sofa. So I called again at night and the lady was nice and said she can give us the 1 BR (the app reflected that she indeed gave us the 1 BR). When checking in, the guy I called the day before said, I told you that room is not available, I dont know why you called again and downgraded to the room he originally gave.....