I wonder if it's too late to call the credit card company and dispute the charges, saying that you did not get what you were promised and the hotel is not being responsive. While you almost certainly lose--in that your staying constitutes basis for the charges---it may get their attention, change the dynamics of the discussion and if nothing else force some paperwork on to their desk, perhaps even raising the matter to another level. Mind you, I've never tried this but I'd consider it if I was really frustrated.