We came to the area especially because we had tickets to a Paul McCartney concert. We were placed in a standard room. I booked the room through a Morgan Stanley website/hotel engine. On the second day we received a call at 4pm from the manager Kevin. We had about one hour to get ready for the concert and get some dinner. He asked to change rooms so a family could have adjoining room. We thought about it and called him back and agreed. He did upgrade us to a better room but he said he would compliment our stay. I explained that he would have to reimburse us through the booking agency. He agreed and stated he would take care of that. He did also give us a dinner which was fair for such an expensive place. The next day I tried to contact him to make sure that this was taken care of. He did not answer my call with the usual voicemail and answers from the desk that he was on the phone or in a meeting. I did go to the desk and was told to wait. I had an important call as I am a physician. He came out briefly and then disappeared. After this multiple attempts to reach him were of no avail. The message was he would contact the booking agency. When 4 days later he still did not answer any calls I contacted the booking agency who said they never heard anything and would also try to contact him. Still no word and I am out over $800.