Conscious Hotel The Tire Station

We had a terrible experience at the Conscious Hotel in Utrecht. We booked the expensive suite for a few nights for our family of four, including our children aged 16 and 11. When we arrived, we found the windows couldn't be opened because it's a historical building. Our eldest daughter has severe anxiety due to claustrophobia, so we asked to change rooms. The friendly receptionist offered two very standard rooms for the next two nights and said there would be no extra charge, though she needed to check with management. We said we'd pay any difference, but wanted to know the amount in advance. We had paid a lot for the most expensive suite and expected there would be no difference, or at least not much, since the other rooms were basic. We went to reception several times. The young, lovely but quite inexperienced team kept saying management would let us know, but no one called. At checkout, they charged us over 500 EUR extra for those two nights, on top of the suite we'd already paid for. Nobody from management was available when we asked to speak to them. We've called and emailed several times since. We got one reply apologizing and saying they'd look into it and get back to us, but despite our follow-ups, they never did. Telling us in advance there'd be no extra charge, then charging so much more without warning and leaving us unable to speak to anyone, is unfair and extremely unprofessional. It was our worst hospitality experience in the Netherlands, and we absolutely wouldn't recommend this hotel.