You should send an email to [email protected], but you should also CC the manager of the hotel you stayed at. I would use the story you told us, but trim it heavily to the facts. You can "briefly" comment on the attitude of the front clerk, but keep it as "they were unappologetic about being able to satisfy my original reservation." The brief way you mentioned the collegues room was just right.

As a side note, on the smoking room issue, I've been there once. Checked into a HGI late (CC on file, so guaranteed room). Clerk informed me that all they had was a smoking room. I replied with the comment that "so you're walking me?". A somewhat shocked clerk went back and forth with me. In the end I was sent to a hotel across the street (not a great place unfortunately). I came back to the HGI the next morning to collect my Diamond walk benefit (I think it was $100, cash) and an appology from the manager. You don't just have to take what they offer.