I arrived at 8pm for my King Non-smoking room reserved via hotels.com and received keys for a room. I am not sure if this is an official smoking room or not but it definitely smelled like stale smoke, so I went to the reception to switch the room.
There were Queen Non-smoking rooms available, which is not what I had booked. In fact, I paid more at the time of booking for a King room. When I mentioned my dissatisfaction with this, the hotel employee mentioned I received a great deal since tonight‘s rate was higher. She seemed oblivious to the fact that I had booked 18 days before and also did not understand when I tried to explain.
When I asked if this was what she understood as „Satisfaction Guaranteed“ (placard on your wall), she said „Alright, I‘ll check you out then.“ Is this how you treat unhappy guests - ask them to leave? That is a weird understanding of a satisfaction guarantee. I have booked and paid more for a King room, and I expect to receive a King room or be reimbursed for the inconvenience.