I agree with Esselle.
Whatever the tone of the complaint, a professional response should be given.
The aim is to retain the customer and perhaps to turn him into an ambassador. A win-win, and all quite possible. The art of complaint handling as practised by top-notch establishments, large and small.
As for naming the hotel … maybe.
(I assume it wasn’t the Sofitel, Times Sq,).
Bill in Hants