We were informed through email and a phone call on...

We were informed through email and a phone call on Friday, July 29, that we had received the upgrade from Diana' Oasis to the Champagne Tower. Upon arrival at Paradise Stream, we were informed that the Champagne Tower was not available. Even showing the confirmation letter, we were still denied. The girls at check-in did not even get us a supervisor to speak to. We had spoken to Pattie (ext. 1761) on Friday who told us we had the upgrade and sent the confirmation. After a brief walk around the facility, we were not happy with the situation, we went back in and had the staff rebook us in Pocono Palace. Upgrades should not be given and then taken away at the last minute. We are trying to straighten out the Visa charges to avoid double billing. No one could explain to us how this happened.