I made reservations here weeks in advance of a trip that involved a first-time visitor from Germany. I guaranteed a king size bed with a sleep sofa since there were 3 in our party. We checked in mid afternoon and immediately left to attend an event we had scheduled.. Upon our return, and preparing to go to bed, we discovered that the love-seat sized sleep sofa was not a sleep sofa. We contacted the front desk and were told there was nothing they could do, they were "sold out" and the last roll away had just been taken. As it was midnight, I pleaded that they try to do something since we were in night clothes and extremely tired. The clerk said they had been "having this problem lately" and he would see what he could do and call me back. An hour later, having heard nothing, I went to the front desk and found the clerk chatting with a young lady. He explained he had not called back because he had been "too busy." Bottom line, we dressed and left the hotel because we had no adequate accommodations. Needless to say, I would never trust this chain again. Based on the attitudes I saw, I doubt that they would care.