The hotel has a rodent problem-even on the 15th fl...

The hotel has a rodent problem-even on the 15th floor, where we had 2 rooms for 3 nights. Food was in one of our bags which was placed on the chair (next to the headboard) throughout the stay.
We heard suspicious noises throughout stay but did not think much of it. We enjoyed the room service but the trays left in the hallway for 12+ hours was odd and we noticed that leftover food on the plate was gone, though the dirty trays remained. While on BART after check out, we opened our bag only to find that mice or rats had been through our bags, eating ChexMix and candy. We immediately sent an email to the hotel advising them to take the room off the market. After getting no response, we called 8 hours later and was told that they never got the email. We specifically asked for a call from the manager and was promised we would hear from him/her. 3 days later we have heard nothing more. Other reviewers online seem to have had identical experiences so our incident was not isolated.
The hotel is beautiful and the staff was wonderful (quickly correcting a mixup with room assignments). However, this experience ruined our stay. The lack of response from management is unconscionable.