Platinum Hotel Ulaanbaatar in Ulan Bator

This hotel was booked for 7 nights in total as part of an organized tour of Mongolia. We are 3 adults and 1 child and were given two standard rooms with breakfast. We later paid personally to upgrade to superior rooms. The things that went wrong: There was no phone in one room, so we had to go down to the front desk to make any request. The 'fresh' towels provided were wet towels, and a request for two extra pillows was not accommodated on the first night because the housekeeping staff had gone home. We never got the extra pillows even though we stayed seven nights. Bed linen and towels were torn and had holes in them. Returning at 5 pm after a sightseeing tour to find that our rooms were unmade, when we had hung the 'please make up room' sign on the door. The front desk told us they only had 3 housekeeping staff, who prioritised the rooms where new guests would check in, and we should have informed the front desk in the morning that we wanted our rooms cleaned. Our rooms were finally made up at 6.30pm. And by made up I mean trash can emptied and fresh towels and water bottles. They did not make the beds nor vacumm the floor nor give us clean glasses. When we returned for the last three nights of our stay, the front desk staff (who did not speak English) gave us room keys which were for the original category of room booked. When we showed proof of payment for the room upgrade, our request was denied as they were 'fully booked' for the upgrade category rooms. It is interesting that while we were having this conversation (via google translate), one of the rooms which we had previously stayed in, was offered right in front of us to a walk-in guest! The front desk staff and the other guest's tour guide kept making comments in their language in which our nationality was mentioned a few times, as well as our religion. It is doubly interesting that when our tour agency person spoke with the hotel manager, the upgrade category rooms magically became available. We were finally able to check in at 11.15pm. My young child had fallen asleep on the reception area sofa by then, and a request for help with the luggage while I carried him was very rudely denied. They were clearly upset at having to give us the upgrade category rooms. We were also refused the luggage we had stored at the hotel (at 20,000 Tughrik per bag per night) because we returned at 10pm after a tour and were told the luggage room was locked for the night, and we could only have the luggage the next morning. We had explicitly told them that we would be late returning after the tour, and they did not tell us about this 'rule' at that time. I also requested that my child's food was in the luggage so we needed them, but the front desk person refused. The funny part is that the key to the luggage room was with the front desk person all the while, and the luggage room (essentially a private dining room) was just behind the reception area. When they finally deigned to open the luggage