How management and staff at the resort handled our case. Day 1: We arrived at 9.15 pm and when we were taken to our room there was a smell it was over looking a roof and a road. We asked for a change of room only to be told 1 hour later that we were going to be given a different room with the same view for 1 night then had to move again (which we were unwilling to do as we were on tour the next day). I was very clear I wasn't interested in moving again. After a lot of back and forth for another 30 minutes and suggesting perhaps we should wait in their reception until they made a decision they agree to put us in a room which I would classify as a garden room ( having worked in a big chain hotel and the travel industry myself and travelling extensively i knew they were misselling). Nevertheless, we returned to our room on Day 2 after our tour at 10pm to find out we were locked out, and I demanded to use the toilets was escorted to our room to use the rest room. My husband was kept at reception and handed a bill for an upgrade which we didnt agree to Day 3: we both were out for brunch at the W got back to find our room wasn't done. This time they didn't dare lock us out because of a note I sent them on day 2 at night. I called house keeping then the manager turned up at our door lied saying we had the do not disturb sign on so did not make up our room. Then demanded we pay for the upgrade. We never agreed to any upgrade we were just given the room to which we accepted and inform them we were not going to move. In the end we felt they were ruining our experience and agreed to pay. I complained to booking.com and we were told the hotel were not cooperative however I was given a refund for the amount charged. While I'm grateful to booking.com I felt that we were lied to, watched and our experience was ruined. There are a couple of rooms ie last remaining that they consider a garden room and they aren't.
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