I reserved and reconfirmed two non-smoking rooms, on a high floor, for two couples, for a one night stay. When we checked in very late, and the hotel knew we were checking in late, they offered me a room on the first floor, which I refused, and then two very smelly smoking rooms, one on the 11th floor and one on the seventh floor. The person at the front next was useless, and said the room on the first floor was the only one in the whole hotel that was available. It did smell less of smoke, and we took it. But all night the smell of smoke came wafting into the room. Not good for someone with allergies! The next morning our friends told us they their "non smoking" room had matches and an ashtray and also smelled of smoke. I went over to the front desk, again, and complained. Four people got very busy checking things, as I did have my confirmation and room request and their receipt of such in an email in my hand. Oops! They said. They made a mistake and didn't reserve a room for us. I complained about my lack of sleep and smell of smoke in the room, and asked if they could do something for me. First they offered a drink, and then a lunch. I explained we were leaving momentarily, and we just had breakfast. (Breakfast was really good.)
Very unhappy with response to such a negative experience.
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