Hello Simone.
Based on our email communications to date, I was surprised to hear about the list of issues you detail.
I agree with you on two points, poor room servicing and not honouring a pre-arranged late check out are unacceptable. In the 3-4 weeks prior to your stay (April 2024), we encountered these issues a number of times - thankfully isolated to specific staff. We work so hard on delivering these basic service levels, it's upsetting how quickly they unravel thanks for one or two bad apples. Happy to report, we have a couple of strategic hires onboarding over the next month. We need these issues. We are far more annoyed about this than you are, trust me!
On room types - I confirm there are two historic waterfronts - both have front facing see views and lovely large balconies - the difference being their orientation in the building. One facing west and one facing east. (The east facing also splits into a twin bed configuration, making it rather sought-after). We routinely juggle rooms according to guest preference - which in your case we were unaware of. "(Not sure if this helps, but I can also confirm the room you wanted had been booked by another guest well prior to receiving yours - and that we were entirely unaware of your expectations).
At all times, we aim to deliver a range of room types and price points to suit every budget, and our rates are publicly listed on our own and third-party websites for all to see. That you feel price gouged is a horror to me. If you have an issue with incorrect charges, please contact me on the reservations line at the hotel.
Wishing you well, Jen