That is an absolutely horrible story! I am glad that your wife is OK though. There are times when a hotel guest may have had lost luggage through the airline and may not have anything in the room. I had a conversation with the GM Ms. heather today about my poor stay at the W City Center this past weekend.
Although she seemed lovely, I have to admit that it was difficult trying to get a hold of her since she does split her time between the two hotels - I would give her another day or so to respond. She seemed to be a good listener.
I hope that your wife is OK and recovered from what had to be a VERY scary experience.