Avoid! No central management and ignored.
I had an issue at a hotel where they promised to keep a sentimental item which I left behind for me. Then, when I specifically made a booking at the hotel again to be in the city (so to collect the item) - they said they had accidentally donated my item. I wrote a complaint email regarding this matter to the hotel, and was promised that this would be forwarded to the hotel manager. Radio silence.
Avoid Strawberry hotels. They might look like a chain on the outside but when I spoke to their chat, I was informed that there is no overall management of the hotels, only individual hotel managers. There is also no central emails that customers to write to, only to the individual hotels.
This is pretty terrifying and I had never heard of a hotel chain which has no central management or any sort of email or communication method which customers could adopt to give feedback. No wonder they have such a terrible trustpilot rating.