Hotel Best Western di Pickering

"the unit i stayed at the 10th floor is extremely cold in the room. when I checked in, I was surprised to see staff already in my unit changing the heater, they are very nice. however, the whole unit still feels cold. furthermore, I have booked the exact same room type for all my stays in this hotel but the staff on the 28th of December claimed that the room that I booked for the 29th is a lower tier without kitchen. He then proceeded to claim that he will upgrade for me to the room with kitchen for free for the 29th. This is ridiculous. I have attached my reservation pictures showing it is exactly the same."