When we arrived, our reservation wasn't in the system for some reason. I had booked through Hotels.com, so I simply re-booked on my phone. Yarumi was the front desk clerk and was less than pleasant. She seemed irked that we booked through a 3rd party site. We had gold status and VIP access, when I asked if there was a room upgrade available (as listed), she snapped that we had free valet, which was a separate perk. We've stayed here many times and won't be back.