Reservations don't mean you have a room.
I had made a reservation and secured it with a credit card. When I arrived at 11 p.m. they had sold my room to someone else. I was not the only customer that this happened too, there were 5-6 other guests waiting in line behind me and a couple in front of me who all suffered from this. This is totally unacceptable!! Other than a weak offer to find another motel nearby I did not receive an apology or any offers to make up for what was certainly their mistake. I'm sure either they gave my room to someone with more Honors points or someone gave their desk staff an 'extra' tip to get a room. The front desk staff were totally disorganized and confused about what was going on and I waited in line for about 20 minutes just to find out I didn't have a room. I have stayed at this motel before and have generally had acceptable service. Arriving at 11p.m. after a day of travel and finding you don't have a room does lend itself to a good experience!