Horrible horrible horrible. I have not yet stayed ...

Horrible horrible horrible. I have not yet stayed here (reservation is for this weekend) and thus far trying to get in contact with front desk and a manger is impossible. I have been put on hold, hung up on, put on hold, phone picked up (they say nothing) an immediately put me back on hold. Been on hold for 1hr! (no exaggeration).The horrific customer service and inability to get a manager on the phone is ridiculous and unacceptable. Immediately after booking I tried to cancel my reservation due to the horrible motel like room photos they had, misleading us to think most of the rooms were updated (false, only 1 floor is and that is an exaggerated added cost, which at that point you can stay at the nicer chains such as the Westin or Hyatt) We were told that they could not cancel our reservation, (some b.s about their contract with Tripadvisor). The manager then promised us he would upgrade us to the very few updated rooms they have on the executive floor. I have insistently been calling to confirm, because with what I have been experiencing, I do not trust them and their inconsistency. What a horrible experience to go through as I come to NY to celebrate my birthday...more so, I recall having stayed here two years ago when I was in NY, and it was great. I was in one of the nicely renovated units, however this experience the 2nd time is completely different and horrendous! Did ownership change? How did customer service become not important?...At this point I want a refund and nothing more to do with this place