I stayed in a Deluxe Room for one night on business. I was very disappointed with the room I was given after check-in. On arriving in my non-smoking room, I found it (literally) filled with cigarette smoke. This was not just the residual smell of past smokers, but there had clearly been substantial cigarette smoking activity in the room in the past 2-3 hours prior to my arrival. Several drawers on desks had been left open, and the shower curtain and rod were left unattached lying on the floor.
I requested a change of room, but waited nearly 45 minutes to be told of the change. Although I was given a gift (a small cake--pity, I don't eat cake) I found the combination of a heavily smoked-in non-smoking room, the lack of cleanliness, the broken services and the long delay unacceptable for a contemporary hotel.
Checking out took an exceptionally long time to complete (15 minutes for what should have been a 1-2 minute process), causing delays for my meetings.
Sometimes the word 'sorry' is not good enough; sometimes a refund would be expected for such poor quality.