I was very impressed with the reservationist and had also received a nice email response when I inquired about the location. However, when I arrived at midnight after a grueling delayed flight, I was told they were overbooked. Apparently other guests decided to extend their stay, so they gave my room away. The hotel did rebook me and paid for the other hotel, but as a business traveler...that didn't help me personally since my client pays the bill. I was the one inconvenienced. I had to stay a mile away, and had to fight for a taxi to come back to my meeting in the mart early the next morning. This cost me much needed sleep. I would have appreciated an email or phone call telling me about the problem so I could have planned accordingly.
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