We booked the night here but ended up not staying,...

We booked the night here but ended up not staying, when we booked we requested an upper floor room. When we arrived their system was down and we were manually allocated a ground floor room (after a half hour wait in case the system came back up) when I pointed out we did not want a ground floor room I was told all standard rooms are ground floor. We did not believe this because we have booked standard here before and been allocated upper floor. We believe he just could not be bothered ti swap us.