Business ProfileforHilton University of Florida Conference Center

On 12/3 and 12/4 we made a reservation through ********* to stay at the Hilton University of Florida. During our stay there were alarms going off constantly both nights, making it almost impossible to sleep. We spoke to the Front Office Supervisor, *****, who advised us someone would be up to take a look. One hour passed and nothing. We tried to call the desk, no answer at all for over 30 minutes. We let it ring. We then went down to the Front Desk where there was a gathering of hotel guests complaining of the same thing. Alarms going off in their room. We were advised by another guest staying that this had been ongoing for 5 days now. Intermittent alarms going off in the roo*** Every person in front of me were told by the Front Desk Supervisor, *****, that they would get a full refund for their stay. I personally asked ***** how long this was going on for and he said he was unaware, there was no communication from his manager. Because we travel often, we know to get things like a confirmation of full refund in writing because some hotels do not have high standards of customer service. ***** told us that we would receive a full refund. I have his business card, I have our zeroed out invoice showing full refund with his writing showing "Full refund" and his initials next to it. He said he would make sure the refund went through. We were satisfied with this resolution. When we got home on 12/5, no refund process was started. We contacted ********* who told us that we would have to initiate the refund with them. We started the process and waited. We then received an email stating that the hotel would not honor the refund, even though we have it in writing from the Front Desk Supervisor. There was a local event where it made booking another hotel impossible. We are asking for our refund to be approved to ********* in the amount of *******. The fact is we were lied to by hotel staff and lied to about giving us a full refund from a supervisor.