First the positives, This is a good boutique hotel in an area just off City Hall. Aside from my initial room having a bed that was far too soft with a visual indentation in the mattress, i was able to get switched to a room w a newer firmer mattress. Upon realizing i wasn’t given the gold level bottle of wine or opportunity to upgrade i approached the front desk. I was told it was my error for not telling her that i had VIP status, i was surprised as i have never mentioned this upon checking in to any other hotels. I was then told it was Hotels.com fault as they hadn’t received any notification. I asked to speak to a manager and was told that one wasn't available but they would reach out to me the next morning. No one ever did, even though i reminded the same front desk staff again the next day. This was a customer service FAIL!