I did receive a DOWNGRATE,not update, had paid more money to book a room with a balcony (which is also confirmed in my receipt), but was given a room WITHOUT a balcony and when I got to the room and noticed it didn’t have a balcony I called the reception and told them, but they claimed I had booked a room without a balcony, even though my receipt confirms it. They claimed they don’t know what Expedia promises on their website… but the hotels are the ones who promote their hotel and their rooms on Expedia.
They were unwilling to help and simply pointed fingers and claimed somebody else was responsible instead of being helpful and taking care of the problem. No customer service at all. I also paid extra for a room facing the valley/wine country, NOT the city since we wanted a quiet room, but we got a room facing the city and the loud street where cars and motorbikes drive by all night long - very noisy, we woke up several times throughout the night.
The A/C and fridge are also very noisy, making a lot of noise all the time. Very loud room/environment, when we specifically paid extra to have a quiet room. Plus the missing balcony. (I need to be reimbursed for this extra feature that I booked and paid for).
Bit happy with this hotel nor with the staff being unwilling to take care of customers concerns and being downgraded without even informing us and then even claiming that’s the room we booked… very uncaring and disrespectful