Originally Posted by TTmex

So to follow up, the hotel manager wrote to me 3 days ago saying they were processing the refund of the NUAs to my account, only to email me again yesterday and backtrack on it, saying since they'd put me in a suite they didn't have to refund them. My response was essentially as follows "you gave me a room inferior to what I had confirmed. If you have a ticket reserved in First class on a plane, you don't feel grateful when you get onboard and find you've been sat in Business class". Not received a response yet, but what a way to treat a customer - twice in one week completely mismanaging my expectations. JW Marriott across the road it is next time...