This is very surprising to me. If you’d like you can PM me, and I can give you [redacted name per FT practice] email. He would be personally mortified to hear this, and I can assure you he would make sure you never have a bad experience there again. In addition, he probably offer you something extra to make up for the unfortunate service.

Someone mentioned the noise. One stay I got to the top level penthouse suite upgrade, and the concert around the premises was going so loud it was disturbing my sleep for the next morning, and I had an early flight. The staff sent several bell men to move me to a quieter two bedroom suite facing a quieter area so I was not disturbed. That’s how perfect he wants your stay to be.