Make sure you get what you have booked and paid for
We chose the Hampton Inn against the great TripAdvisor reviews for our 5 night city break to NY. We had a great trip and the hotel was both clean and comfortable.
However, we booked a room with twin double beds given that my daughter requires a supporting bed following major back surgery last year. On arrival at the hotel on 31 March 2012 we were advised that the hotel had been over booked and our required room accomodation was no longer available. As a substitute we were offered a room with a double bed and a pull out sofa bed ( they attempted to sell this as an upgrade ). We had no alternative but to accept this substandard accomodation on the first night and were moved the following day.
Hampton Inn recognised that they had fallen short of their customer satisfaction charter and offered us a refund on the first evening room charge along with an aplology note and some chocolates. We were told that the refund would be processed and with our travel agent within the week.
Today is 17th April and having consulted with our Travel Agent ( Thomas Cook ) the promised refund has not arrived. 
Possibly the fact that we are now some 4000 miles away back in the uk leads Hampton Inn to conclude that their customer charter is no longer a valid commitment to customer satisfaction ? We await the outcome of our Travel Agents enquiry with interest.