EDITION Properties in Dali City

This is my first time leaving a negative review on Trip.com. We stayed at The Edition Dali during the National Day holiday. The hotel's design and environment are indeed lovely, but the overall management and certain aspects of the service were quite disappointing. We initially booked a two-night Cangshan Suite through Virtuoso/agency (booked a bit late, so the Erhai View Suites were already sold out). On the second day of our stay in the Cangshan Suite, I noticed that the Erhai Suite was available for booking on Trip.com, so I booked an extra night there and coordinated the extension and room change with our personal butler. The extension was meant to enhance our experience, but we ended up being downgraded and relocated to a standard King room in Building 7 (photo attached; only the bathroom is slightly larger than a standard King room), which clearly did not match the suite we had stayed in for the first two nights. When I raised the issue with the butler, we were first told that waiting for another room change would take a long time, without any clear timeframe given. Later, they offered a courtyard villa as compensation, promising to check the room within 20 minutes, but after waiting for over an hour, there was still no progress. Considering our child was already exhausted, we ultimately had to give up and stop waiting. I can understand that room inventory is tight during the National Day holiday, but a booked room type should not be downgraded. Afterward, the duty manager called to apologize, offering airport drop-off as compensation, and prepared some fruit and luggage tags at check-out. While we appreciate the hotel's apology, these after-the-fact gestures do not change the fact that we were given the wrong room type, suffered through inefficient communication, and faced unresolved issues during our stay. We already had our airport transfer arranged, and we couldn't accept the fruit and other items as they were inconvenient to carry. As a luxury hotel, The Edition's service shouldn't just rely on belated apologies and superficial compensation; it should be reflected in accountability and problem-solving skills when issues actually arise. Paying over 8,000 RMB per night, guests rightfully expect room types, service quality, and problem resolution that match the price tag. This experience fell far short of our expectations for The Edition.