Dear Mrs. Irenev242,
we understand that you are not happy of your stay.
We apologize for all the inconveniences occurred, but we were in over-booking for a mistake of our staff.
We accommodate you in a same category building in an economy room (lower category),
offering you: free minibar, buffet breakfast and late check out, to excuse us for the unpleasant situation. Also the owner told you that for your needs you had to ask him.
Your comment should have considered it.
For us your comment is not well-balanced.
Regards.