__IT Happens....

However, the hotel's unresponsiveness to your requests is unacceptable. I would talk to the General Manager and explain that you are going to take your business elsewhere if they don't start responding in a timely manner to your issues. Calling the Diamond desk is going to get you nowhere.

If they don't respond to your moving to another property, then you should file a complaint after your stay with a full explanation of what occurred and what response (or lack of) you got from the hotel management.

Welcome to FT. Let us know what happens.