We had booked a twin/double and requested 2 beds.
we understood that the 2 beds was not definite - but they gave us a room with a small double.
Staff were fantastic and didn't even check us in until they had shown us the room, as they didn't expect us to be happy with it. They then moved us to another hotel in their chain, which was lovely.
I appreciate all that the staff did, however we were then miles away from where we booked (which was based on location) and spent an hour faffing checking the room and being moved to the other hotel when all we wanted was sleep!