This was actually regarding a stay toward the end of 2014. Raising this up only now because I just realised it. What happened was my wife booked us a penthouse room for two nights. It was a last minute booking, less than a week but we still had to pre-pay. At check-in, I was told we were upgraded only to realise now that it was in fact a room two categories lower than the one we booked. I wrote to the hotel and was told that the room I booked was unavailable hence they gave me the next best "similar" room that is also supposedly bigger. I feel upset as the hotel was not truthful during check in. I was told that I was upgraded (as a Gold) when I was actually given a room two categories down. There has so far been no offer to make good or compensate except that the matter was noted and it will not happen again. But I paid extra for the two categories up which is a penthouse and I was also their member, albeit only Gold. I mean, I paid to confirm a room and now you tell me it was unavailable when I write in with direct questions. Why did the FD say I was upgraded? Not naming the hotel here yet and I am still considering my response. It felt like I paid for a BMW and got a Toyota because they were out of BMW and then told that I had an upgraded BMW. Biggest thing against me was that I did not realise it then. Still, the hotel pulled the records and they are not denying it happened. Just surprised that the initial reply did not automatically include a compensation offer. What should I do and what should I expect?