Best Western complaint: Elevator and manager’s response

After we checked in, we got on the elevator to go to our room on the 3rd floor. The elevator got stuck and we were on the elevator for 10 minutes before the doors finally opened. My sisters were staying at the hotel, and they said when they checked in hours earlier, they got stuck as well. They were going to the 2nd floor but the elevator went to the 4th floor and someone had to come up and get them out. We came back later on and me and my wife along with my sisters got on the elevator and again we got stuck. There was no sign on the door warning customers. The manager was called and her response was so unprofessional. No options. No apology. Nothing! I requested a refund and she told the person on duty to give me one. The young lady said, she knows I don’t have authorization to do that! WE HAD TO TAKE THE STAIRS TO OUR RESPECTIVE FLOORS.