Originally Posted by BAGoldBoy

I am afraid it is. I spoke to the UK rep several times as I didn't receive the upgrade email. He told me on three occasions that this property will not guarantee the suite until you arrive therefore there is no email confirmation merely a note that the hotel staff can see that states suite upgrade requested.

The good news is that the head of operations contacted me and actually agreed with virtually everything I had reported here. He apologised and said that a series of mistakes had occurred and that he and his team were embarrassed. They are using my post as a training aid for his team and they have offered us a free stay to show us the experience we should have had so hopefully all will end well. As he said he can't rerun our wedding anniversary but he will give us an unforgettable memory on our next stay.