Brilliant upgrade thanks to the young lady with long dark hair and accent (sorry I don't have her name), she assisted us on two occasions, on the first; tried her best to releave the inconvenience when the system went down. On the second; she remembered to ask about my sister who was unwell in hospital and we were in Birmingham to visit her. I'm sorry to say that the manager however, was not helpful to offer a good will gesture because of the long delay, caused from the system going down and the check in causing a long delay, we had to rely on hotel staff accompanying us back and forth to our room, it got quite late, it was very cold outside, and we missed the shops to buy some thing to eat, so a complimentary meal to help matters would've been appreciated but it was denied, but thanks for the complementary drink, and we will return.