Booking.com Victory House Hotel Suite Reservation Downgraded to Standard Room

I booked a suite room at the Victory House Hotel in London for my husband through Booking.com, paying extra to ensure a premium experience. However, upon arrival, he was offered a standard room instead of the suite we reserved. When he showed the hotel staff proof of the suite booking, they simply dismissed it, saying, “That’s just a photo.”

This is unacceptable – we paid a considerable amount more for a suite, yet were given a lesser room without any refund or compensation. I trusted Booking.com to honor our booking as advertised. I expect immediate resolution, with either a partial refund or compensation for the difference in room type. Please address this issue promptly.