Thanks for the review. I am always very surprised when a GM does not even take care of replying to / contacting properly a top tier client when significant problems happen. It happened to me several times with no response at all or generic Trip Advisor style answer or passing to an assistant to take care of it. Those GMs are generally never putting a toe in a room of their property and have little clue of what's going on. Hopefully, there are some very good GMs who do great job with their team and take care of guests properly.
Going back to your review, the state of this hotel is unacceptable.