Waited an hour in a line up to check in only to be...

Waited an hour in a line up to check in only to be told our room isn't ready yet at 4:30?? Check in says 4! We are given keys to the pool. Great let's go to the pool with all our baggage! They didn't offer towels so we went to the pool looking for towels as every other resort in BC I've gone to has towels in the change area. So we waste time going back to check in area only to be caught in the huge line up AGAIN....forget it! We just gave up. By this time our bags are killing our shoulders and backs. We just wait for our room. By this time its after 5..we get to our room at the other end of the hotel only for the keys not to work after walking all the way there. Seriously? Now we are just frustrated and almost in tears from standing, and walking for so long with our bags. We go back to front desk AGAIN that lineup! We wasted so much time just trying to get into our room. We open the door and its NOT the room we booked. We call down only to have them argue with us and say there's nothing they can do. 5 minutes later the manager calls up to say this is what we booked! Um no we didnt. I have a screen shot on my phone of a room with balcony we requested with the price we paid, not a grungy old room with claustrophobic windows. She tells me to order the west or east tower next time. That's what we did!! So agitated by this time. Both ladies we spoke to were rude, spoke down to us with attitudes and unwilling to help..we specifically booked a room with a balcony to celebrate our wedding anniversary and so we picked a nicer room. This room we got was just gross, stained carpets and very out dated. The bed was extremely lumpy and both my husband and I woke up with back pain. This wasn't my first time at this Hotel so I'm quite familiar with the room types they offer. I also notice each time their staff has no obligation to have decent customer service! I've witnessed it while waiting it their line ups and when I've had inquiries myself. They dont care about service because people will come regardless. I had a conversation with another lady in the pool area with same issues regarding the service. I wasnt even offered an apology. Just excuses. Never have I had staff at a hotel argue with me. But then again, I've never seemed to have issues anywhere else. On a positive note, our dinner in the copper room was very good. The breakfast buffet is not worth the price however and the coffee was gross and the sugar had a chemical smell to it.