Took my in-laws from Toronto to visit NYC. Booked...

Took my in-laws from Toronto to visit NYC. Booked few months before and requested for early check-in, since we have to drive 9-10 hrs from Toronto. Once arrived to the hotel, can't check in as there were no rooms available. Rude CSR. No apologizes or any sort. CSR agreed to call once the room is available. No calls and I have to follow up with them to find out there were rooms available. Old and noisy hotel to stay in. Horrible SPG membership hotel.