Extremely poor service

The service at the hotel has went down significantly. Booked a bay window room but I was given garden suite with issues. The phone in the room doesn’t work so can’t get hold of the reception and have to use cellphone. The people on the other end werenot helpful and we are stuck in the room as the doors don’t lock from the outside and I’m told I can’t change my room to what I booked. I have stayed here a few times a year and this is the worst experience ever.