Assuming you booked through Hilton and have selected the appropriate MyWay benefit, that is simply unacceptable.
Please keep us posted. You shouldn’t have to stress about this while traveling. IMO, at this point the hotel needs to honor the advertised benefit, and HH customer care should give you an additional customer service gesture for your troubles.
You should call the diamond desk and email customer care.
Maybe
Hilton Honors Ambassador can intervene on your behalf.