Nobilis Residence Apart-hotel

I paid extra for an upgraded Deluxe Apartment at Nobilis Residence because I specifically wanted a balcony and city view. I made clear in writing that the balcony was a major reason for booking. The hotel confirmed the upgrade and reservation, and charged my card, but on arrival I was given a room with no balcony. When I raised it at the front desk, they said there had been a "glitch in the system" and claimed I'd been given a "better room." That missed the issue entirely. After accepting payment for specific features, the hotel shouldn't decide on my behalf that something else is better. The balcony wasn't a small preference. It was why I paid more and accepted the upgrade. If the booked room wasn't available, I should have been told before arriving, not after checking in. I sent a detailed complaint asking for a reasonable resolution, but got no reply, apology, or effort to address it. I rarely write negative reviews, but this was very disappointing. It wasn't just a room assignment error. They failed to provide the confirmed, paid-for accommodation, then followed it with dismissive service and no follow-up. There are plenty of hotels in Prague that honor reservations and value guests. Based on my experience, Nobilis Residence isn't one of them. I wouldn't stay again, and I'd strongly caution future guests against paying extra for features they might not receive.