Thanks for the input everyone. Just wanted to post an update and answer a few questions.

> GM working at midnight?

Indeed, that felt odd when I thought about it more. While I did ask for the GM specifically, I now recall that her answer could have been something along the lines of “I am the *manager*”, so that tracks with what a few of you have already suggested.

> Was the AC working in the other bedroom in the suite?

Yes, I am positive (I checked at the time) that it was working so the two bedrooms must have been on different ductwork/zones, as they have separate thermostat which is quite a logical setup.

As for updates:

1. The engineering staff was able to fix the issue the next day while we were out so that was great and we haven’t had any issue since. Actually the room was a tad too cold after the fix regardless of thermostat settings, but I’ll take it.

2. At checkout, I asked and was given the card for the operations manager. I passed on the feedback in a nice but firm email, mostly reiterating what I said in this thread. She replied promptly and agreed they missed the mark, apologized, and offered to refund the points for the night. Wasn’t expecting that but certainly appreciate the gesture. If we paid cash and they offered to refund the room rate I would probably feel bad for them.

While unfortunate, I think this is as good of a resolution as it gets and I am happy the management is on the same page. Would be happy to go back since the property and the stay was otherwise quite excellent.