Drove up for our anniversary, called beforehand to...

Drove up for our anniversary, called beforehand to see if there was anything they could do like set up a bottle of wine etc. and I said could be charged to the room. However with covid they said they were unable to place anything in the rooms but to mention it to customer service and they would have a 'complimentary' bottle. I asked if they need a name for the reservation and the lady said she already had my profile up so good to go. Great. Well upon check-in I received deer-in-the-headlights reactions from the front desk and no willingness to do anything about it and almost an attitude of us lying about the whole thing. Well it turns out the main phone number also connects to the Timber lodge nearby and my mistake was I must have accidentally chose them as an option. The lady's confidence about my profile over the phone was what really sparked my confusion. I really don't care about the wine, but the Grand Residence's lack of any care in the world and attitude towards us was very off-putting. That and the total lack of recognition or thanks for my platinum status gave my wife and I the feeling we weren't at a Marriott property and just some hotel that doesn't have any pressure to maintain a brand standard. Next time if we do stay in Tahoe we will certainly try the Timber lodge because they seem to have the resources to reward guests for special occasions. Another note worth mentioning is the Grand Residence's air conditioning absolutely sucks. The thermostat is able to go down to 65 but the inside temperature never dropped below 72. Luckily at 4am after not sleeping much we called the front desk and they supplied a box fan which we set up in front of the very small opening the window allows and now hopefully we can get some sleep after writing this review. This hotel is probably perfect for some and other experiences of course will be better. But for our anniversary it was definitely a bummer.