Get it in writing NEVER

I have stayed at this property previously and had 2 issues which at the time were handled very promptly. 1 was being woken at about 8 am to the sounds of hammers and breaking due to renovations and the second was not as annoying as the first but still left me an unhappy patron. I was at the time given a new room which was an upgraded room. Upon checkout I was met by a very friendly and helpful Mr. Collin who is the front desk manager he called the GM to meet me as well who profusely apologised and asked what other issues I had this was when I brought to his attention that the spa treatment was not up to scratch as well as the fact that although I was upgraded and given a different room it still was irritating. He was apologetic to my problems and offered me an upgrade and a complimentary spa treatment to myself and my partner on my next visit to the resort. I decided instead of going to a different resort I would take them up on the offer and book at Sun coast again. I called ahead and was promised a follow up phone call to confirm all was in order. I have checked in and not only was I not given the promised upgrade but received no call to inform me that they don't recall the offer