I sympathize with you and hope the story reaches more ears. I can believe how unprofessional hotel staff can be despite their own mistakes. That's especially true for hotels that are run as a family business and lack corporate culture & ethics. They'll throw around the word 'sorry' freely but they rarely mean it. I'd suggest you to take the legal route, or atleast get plenty of press coverage on this. Let's also hear out what they have to say.