We checked in with a lady called Cindy Chen, after going up to the room I realised we had been given the wrong room as I had paid extra for a superior room with a balcony, mini bar, and tea and coffee facilities, yet there was no balcony, only a kettle with no proper tea and coffee makings, and the minibar fridge wouldn’t open. I went down to reception to express my issues however the lady, Cindy Chen, told us we had been given a bathroom instead of a balcony (not what I paid extra money for!!!) and that she couldn’t sort out our issues. As she was the manager, and the only member of staff on shift, i question whether she should be in that role if she’s unable to sort out any issues. After a small while of us trying to make sense of things she started shooing us to the side with hand gestures and told us to come back tomorrow so someone else could sort it out. We therefore gave up and went back up to the room where I then contacted hotels.com customer service, and again the lady I spoke to was no help either, saying that the bathroom was instead of the balcony, not understanding the only reason I paid extra was for the balcony, she didn’t resolve my issue at all just offered me a coupon which as much as I appreciate it, would have been better to just sort out the issue at hand! At this point I just left it as I realised noone was going to help!
Couple of other things to note- stains on the carpet in our room (picture attached) and the bathroom door wasn’t even able to shut