I have a specific need with my meds and I call when I book, weeks before and again days before I arrive to ensure the reservation is correct and that a refrigerator with a small freezer section is available. If not, I was told that I could give my ice packs (which need to be frozen to fly -TSA will not allow an unfroze ice pack through security) to the concierge and they would put in their freezer. Do not worry! Prior to check out, took my ice packs in a bag to concierge and advise that they needed to be frozen for my flight. The ice packs were returned unfrozen and was told they didn’t get into the freezer for some reason. They sent us to Walgreen’s for frozen ice pack. They did not. I had several ziplock bags to fill with ice. We had to wait for someone to bring the ice to our room. I asked to speak with the Mgr, Margaret came out - asked is she was aware of the situation and she said she was. I explained that I was told not to worry and now had to try an obtain ice throughout my travels home - amounting to about 13 hours. Hoping no delays! Margaret informed that me that it was a courtesy to take my ice packs and that they were just trying to help. She did not know why they did not freeze? I asked they were in the freezer?. She said yes & they didn’t freeze. Then why did they take them and try to freeze them while we were running to Walgreens? Hmm different story than the lady we spoke with early? When I said I would not stay there again. I was told that that was okay!