In a similiar situation which I ended up needing a hotel because I had to on the ball for work the next day. The counter agent wouldn't provide any help and the person over the phone would not provide any help.

I ended up writing a letter to their complaint departments. Sent via the good old postal service. Although it took several letters back and forth my hotel room was refunded and I was given 5000 ae points as a "gesture of goodwill".

Might be worth a try...