Dear Sir/ Ma’am We wish to raise concerns in regards to a booking we made with Virgin Holidays, booking reference number 6545265. Whereas we stayed at the below location. Date: 06/23/23 – 06/24/23 Grand Hyatt Hotel 2900 Bayport Drive Tampa Florida 33607 -- First according to the booking which was purchased by Virgin Holiday’s was for a 1 x King Bed on the day of visit, we were not checked in to a King bed by the employee at the hotel, Ms Cheryl at Conciege. The bed was a double specifications with measurements and also based on my height to being 6 foot 3. Conciege did not notify us of any downgrading taking place at point of check-in and took a payment of $50.00USD. This was not notifed to us of deduction, and now had any communication on this merit regards to if we will get this back. The Hotel was in denial that the bed was not a double and alledge measured it, until put on the spot regards measurements they reverted their comments and offered to compensate. Spoke to the Manager at the Hotel on 06/25/23, did not seem to have a care in the world – she advised that would have to investigate our concerns and call us back. This happened and a voicemail was left for me, advising would call back with a follow-up on Monday or Tuesday within the new week. This did not take place and have had to chase for following up which outlines unprofessionalism. Amenities specified on the Grand Hyatt website were not delivered in line with the King Room specifications such as; Shower facilities, Robes, No Slippers. According to the Grand King website advertising a King Room the bed matching the Image vs. what we had and were different. We have spoken to the hotel management team over the phone, they seem to not be able to help as we did not book via them and was done between me and Virgin and to take up the concerns with you directly. My partner, which stayed with me had concerns around the bed informing was extremely uncomfortable and felt like was made of plastic, which I share the same views. It was not a peaceful sleep to top this off with the comfort failing us, as our co-residence stays in room 324 was slamming doors all night which sounded like coming from the their toilet and the main door. I am disapointed with the delivery from the hotel, being reviewed 4.5/5 stars and miselling to their customers.