The hotel itself is great, we are frequently returning, however this time the heating in the whole hotel was not working. They have put a heater in the room, which was OK, but the common areas, like the restaurant was freezing. It is absolutely fine, if something is not working, it can happen, however the fact that they were trying to hide it and they were pretending that they don't know about it, that is unacceptable. A simply "sorry for the inconvenience" would have been appropriate...