Used suite upgrade certificate on a recent stay, due to a problem with the call centre agent, my certificated has been used, however, did not get applied to the stay.

Only found out about 2 days before with the hotel, sadly only a smoking suite available. The smoking suite turned out to be really smoky... managed to change to the back tower none smoking suite on the last night. I can see that the hotel staff was doing their best however nothing was available, other than having my 10 year old stayed 3 nights at a very smoky room, it was a good stay.

Is there any way I can complaint the call centre agent not doing her job properly?