The worst service

I booked at Wex1 hotel for 04 Feb - 06 Feb 2021 - booking number 3362721241.

The reason I booked here was because I stayed previously in the hotel on the 4th floor during December time and I had a beautiful stay - was very happy with staff and venue facilities.

I have been stressed and needed a break away and thought this would be the perfect stay... NOT!

I got to the hotel on Friday 04/02 at 15:00 to check-in and the following happened:

- Could not open the key box with provided code - Asked for assistance from door guy and he could not open either - he referred me to reception. - Reception advised that this is the incorrect code and referred me to the 4th floor. - Reception guy at 4th floor said he does not deal with this and referred me to some guy that deals with agencies. - After that guy was done with his phone call he took a look and said he does not deal with this and referred me to ground reception again - after I told him I came from there but he insisted he does not deal with this and cannot help. - I got to reception and asked for a contact number for my booking but no one could assist me so I googled and found one. - I could not reach the agency after trying numerous times - I asked to see the building manager (quite irritated at this point) - I waited around 20 minutes for the manager to show up in the reception point when I eventually asked again if the manager was called for me. - Reception said that the manager just walked past me - as if I am supposed to know who to expect. - He called the manager again and I was seen in the office. - I explained what was happening and again was told that they do not deal with them and they don't know how to assist me. - The manager went on to say that the room I booked was sold and I was scammed - I should go to the police to make a case and he is sorry but there is nothing he can do. - now I am shook and confused and ****ed off. - As I was left waiting on the agency to answer their phones I was called back and told that my room was changed because previous room was sold and they have been trying to contact me when this happened - No one contacted me (via phone call or email address or bookings messaging services) and I have also attached a screenshot of the incorrect details received on the day of check-in. - I proceeded to get the keys while on the phone with the agency and then struggled to get assistance with where I need to park my car.

After I was settled I called the agency to ask for the correct details to be sent to me so that I have it on record and can show that I am not just staying in any room - I was told I cannot be helped because someone if off duty and I have to wait till Saturday morning.

Saturday I received nothing and called again to get this information sent to me.

At this point when I finally got to the room I was angry and irritated - NOT how I wanted to feel for this off weekend for myself and partner.

I Completely understand that I booked through an agency (now) this is not exactly information given when making the booking - all I see is that its the same hotel. BUT - the assistance from employees at the hotel was POOR!

I have not even received an apology for this mess up - but I got a message to say that I should tag this agency/hotel in when I share my stay and experience?

This was a terrible experience and I would like feedback from SOMEONE on this. This cannot be how you treat your guests!