When we got to Element hotel and did our initial check-in, the room assigned had only one bed and the reservation was for two. At front desk, Gadiel helped us and explained that the system had done an "upgrade" to a suite, which I was never informed of. Unfortunately, it was 4 of us, so that wasn't going to work. Very diligently, he verified at the Aloft hotel ( property is side by side to Element and walking distance) and not only got us a two bed room within minutes, but also went with us and did the check in process and took us to our room to verify that everything was fine. Since the hotels are part of the same chain, He's allowed to do that. Gadiel's excellent customer service is what made the difference in our stay. The first person that checked us in, could've verified the room type seeing that it was 4 of us and avoided the delay and back and forth. But once again, great customer service can turn around a guest's experience for the better!