It sounds like people's stays are either hot or cold there. Sorry yours is cold. I would not be happy with that room nor the service issues either - why not ask about switching rooms since you don't even have your luggage yet? (and I'd be concerned after 1 1/2 hours! That's crazy!).
Upon reflection, even though we loved the hotel itself, I also recall some minor service glitches - horrible advice from the concierge, miscommunication about the green program...I sort of blocked them out because the pool, beach, room was so nice but I'm really having second thoughts about a return trip - SO many bad reports can't be wrong.