Dear Jane H,
thank you for your comment.
Anyway, we never allocate a room before the arrival (with the only exception of the Junior Suite, that is unique in its category, so when you reserve it you get it and that's therefore the only case when we can actually promise something about room's location) and have no records at all of a room becoming suddenly unavailable on-route between check-in and going to the room, so your comment regarding the room on the first floor promised and then unavailable must be a misunderstanding.
Also, we don't have night reception, so this also should be a mistake.
Regarding the elevator, our Guests should be aware about the lack of it by simply reading the information about the room they are booking (this same way they should be aware of the size of their room), neither we promote any bellhop service, but our staff is instead Always really happy to help our Guests with their luggages, they bring up the stairs your heaviest luggages repeatedly each and every day, even if they are not contracted to do so (and rarely they receive any tip, I must add), it would not be kind towards them not to recognize their efforts and free kindness, but I see from your words that this part is probably another mismatch, as it is the classification you are giving us as a 3 star (our Guesthouse is actually 1st category)
I would be grateful to you if you can check better when writing a review, and especially a bad one at that, that it is directed towards the right property, because unfortunately TripAdvisor refuses any responsibilities in checking this even when presented with evidences (for the most part not existing by the way, since the most part of contributors are writing anonimously)