I love this place HOWEVER, this last experience ru...

I love this place HOWEVER, this last experience ruined it for me.
We booked the executive suite room several months back for our special day and once we arrived we were given a normal king room. the hotel was booked so they couldn't move us to the room that we had booked and we were told it was due to the person who took the reservation marking us for a different room after I even gave him the room number for the suite (208) just to triple check that this exact thing didn't happen as we drove over 6hrs to come here for our anniversary. After going back and fourth with the front desk the best option they could give us was to switch the next night to a junior suite which was a little nicer but loud. the door under our room made a horrible noise every time someone exited the hotel. I had asked 3 times during our stay to speak with a manager and every time we were given a different excuse. "he's not here" "he is about to take a smoke break" "he will be in touch with you when he arrives" never once did we hear from him and still we haven't. I asked to speak to the gm and we were given his number so I called and left him a voicemail explaining what happened and we also didn't ever hear from him. This was super upsetting as this hotel has been a special place to us for a long time. We had the next weekend booked as well and told them to cancel that as we were sick of our stay at this point and didn't want to come back before leaving the area. well sure enough they didn't cancel the reservation and we were charged for the reservation so I had to call and go over all this with them again and they did apologize but again never could speak with the manager. My question to this hotel is who in the world runs this place. The students that work here work so hard and do everything they can to make everyone happy but this is something a manager should've handled from the beginning but instead you made us deal with is. Very upsetting and will always make me consider not coming back. I would still like an explanation for how this could've happened and why nobody ever did anything about it. Also why the manager was too busy to talk to us about this. Smoking clearly comes before customers.