Our security code for our outside entry door stopped working after we went out for breakfast Thanksgiving morning. We sent emails and phone calls out as soon as it happened, 8 hrs later we received a text message with a code that would work. It is a horribly and scary feeling being locked out of your room with no access to your belongings. We did not return until the following morning, after no response for 8 hrs, we did not trust we would be able to enter the building that night. We had to line up support in case we couldn't enter the building the following day, the new code worked. We were told we would receive a refund for being locked out and not being able to use the room for the day. It appears after waiting 14 days from check out we were lied to, we have not received a refund. we reached out with five emails. We asked for someone to reach out contact us with information in regards to the refund, no response. Again it appears we were treated very poorly and lied to. You can't help but feel that in no way we were every going to get a refund, just a simple way to pass along a lie, unmoral behavior. We were having a great time up untill being locked out, it is such an unsafe position to be in.