We were welcomed by a very nice registration lady & a bellboy who offered to fetch a luggage cart. He obviously didn't feel his job should include any sense of customer service or diplomacy, though he did eventually arrange for an exchange. A very friendly reservation clerk assisted me in using a, many, years old certificate for a free night's stay, and even gave us a free upgrade to a king bed! But that wasn't the case when I spoke with someone else about using a food certificate.