bad stay/theft at metcourt hotel

hi,thursday I sent a email asking for a early check in they rep**** within 20 min that I would have to request that on arrival. I got to the hotel at 11 the morning they had a problem finding my payment, i decided to go shopping and arrived back at 1 they advised me that if i didn't give the p.o.p. that i would forfeit my payment. i called my banker and she sent pop. i paid my outstanding amount still owed just to find out my room was still not ready i went for lunch i went back at 3 just to find out my room was still not ready but there was a cheaper room ready i said but that was what i wanted in the first place but was APPARNTLY fully booked i asked them to change if anybody cancelled so they gave me that room. when i asked how i was going to be refunded i got ignored and she went on helping the next customer,<br> 1.why clean rooms that are not booked?<br> 2.ive sent a mail asking for my money just the difference between what i paid -room i got that was Thursday no reply to date <br> 3.i have filled the customer satisfaction survey complaining- no reply<br> am i wasting my time ,is this normal for them to ***** peoples money and just not reply until the person gives up ?