I disagree with PhillyFive, I think Skyteam777 has a valid point. When a *Wood hotel knows that this problem has arisen, I would think that someone(s) at customer service would get on the phone. It is entirely probable that the vast majority of the US population outside the mid-Atlantic region did not know that Richmond 1) is in the mid-Atlantic region (scary, but true) and 2) if they did know that, knew that the region was still out of power. Many of this hotel's guests are coming from far away and are unfamiliar with the situation. If I were this Sheraton, I would have had staff (otherwise unoccupied) on the phone.
That being said, I think this is a venial rather than a cardinal sin ... I wouldn't be too upset or expect anything but a polite and sincere apology.