Business ProfileforCrowne Plaza Syracuse

I had 2 rooms booked with points at the Crowne Plaza in Syracuse, NY. Each room was 21000 points, for a total of 42000 points. We checked into the rooms around 3pm on 2/21/24. We spent approx 20 mins and left for the evening. Upon our return at 9:30pm-10pm we were met by fire trucks and told we needed to get out of the hotel. We left, eventually finding out there was a fire of some sort on the 20th floor. I say 'of some sort', because the staff told us next to nothing about what was taking place. We stood outside in the cold for about 30-45 min while staff looked at us saying nothing. We took a walk around and found other hotel guests gathering in a door way and hallway of the attached convention center. We went inside and sat on the floor for almost two hours while staff to us nothing about what was going on. We were eventually relocated to a nearby hotel, but without our clothing, belongings, medication or any ETA on when we might actually even be able to get the keys to our car or toothbrushes. We are seeking a refund of the points we used to purchase this stay. We reached out to *** for the hotel chain. We were told that they refused to help, stating they accommodated us. This is an untruth. They got us a room, but we had no clothing, no medication, no toothbrush, no phone charger. Nothing! This is NOT an accomodation. We understand that fires happen, but it was not our fault and my understanding now is that it started in some upstairs banquet facility. So the fault of the hotel. They did nothing to let us know when we could get our stuff, we had to call the next day. When we were finally able to get our belongings we had to walk up and down 13 flights of stairs as their elevator was not working. I have very bad knees and can't begin to explain how awful that felt. The hotel didn't care, didn't offer to help. I can't understand how they could be considered ADA compliant. We want our points back and anything short of that is an insult.