Apparently they had a plumbing problem a few days before. They also insist that because of this fact, they can't meet their 100% satisfaction guarantee since I was "made aware" of this before checking in and offered a refund on my non-refundable rate (I was not). It turned into a "I say, they said" situation - I"m pretty sure if they told me I could cancel a nonrefundable rate I would have asked about the small print.

The hotel does have stairs, but I was on the 12th floor. I'm not mobility impaired, but it sounded like a disaster waiting to happen if there was someone mobility impaired in the hotel. Also, the hotel fiasco happened at least several times, and I also booked that particular hotel so that I could be close to where I was for business in NYC, since being late was not an option. The non-functional elevators that were not disclosed to me at check-in really threw me for a loop because of that, since I was essentially stuck. So it was less of an inconvenience and more of a "I was late to my business meeting and it looked very bad and you were responsible and gave me no other options" kind of thing.

In the end, I called the Diamond line, and they offered me 50,000 points (the actual price of one night at that hotel). I was good with that, then they ended up sending me a $150 gift certificate on top of that, probably because they sent me in an endless loop of "we'll refer you to the hotel" and the hotel kept insisting I was lying.