I redeemed points for Mom and her friend Chicago > Whitefish on Empire Builder this summer. They are very excited about taking the train. Well being the introvert I am, I did the AGR redemption online rather than calling and I forgot the part about requesting a room on the upper level. So they got assigned room 14 on the lower level.
When I called Amtrak and AGR to inquire about moving their room to an upper level, both agents said because the price of the room has changed I would have to cancel, pay a penalty and lose some points, and then re-book to get an upper level room. That stinks.