Called in for a room with a nicer bathtub over the...

Called in for a room with a nicer bathtub over the phone 45 minutes before my arrival. I booked the room at this hotel for specifically this upgraded feature. I was told on the phone the room was confirmed and I would recieve an email. Instead when I entered my room they gave me a standard tub, minor mistake in most cases. When I went to the front desk to inquire about it they said it was booked with a standard tub and no upgraded bathtubs or rooms were available. When I insisted I booked the upgraded room the lady at the front desk said Sorry, I can t do anything . So I called for the customer service line, and have yet to have anyone speak to me, it s been 3 hours. They could have easily solved this problem with a sincere appology, working to find a solution to satisfy the customer in some other way, instead it was a tough luck customer service approach, which I would NEVER expect from a location such as this. Very poor customer service, very poor experience. Too bad it s a nice hotel. I don t plan on comming back in the future unless the customer service department and booking department can get their act together. Very annoyed overall.