1. This was probably the booking agent in the UK's fault rather than the hotel's however when I mentioned my frustration to an employee who happened to be the manager of the hotel's 19th floor private lounge, he immediately sorted it out - we were given a new room with an extra bed and invited to have dinner and wine in the lounge then when he found out it was my sister's birthday, he organised champagne and chocolate strawberries for later in the week.