The toilet in our room was not working. When I called the front desk they said maintenance had left for the night and they'd notify them in the morning. I asked what we were to do for the night, they said they would come take a look, but there's also a bathroom on the first floor we could use. They came and tried to fix it, but couldn't. They said they were going to try and get ahold of maintenance but couldn't guarantee they'd be able to get someone in to fix the toilet before the morning. They also said they didn't have any more rooms to move us to as they were sold out. We gave them time to try and get maintenance in, but when I called the front desk for an update they said they hadn't heard back. I asked again for a new room and was told they didn't have any more.
At that point we decided to not stay the night. When I went to tell the front desk we were leaving and request a refund they were in the middle of moving another guest to a different room due to toilet issues. I gave them another chance to move us to a new room and they stuck to their story that they were sold out. However, on their website they clearly had open rooms, indicating they were not sold out.
The only reason they are getting one star is because Aaron at the front desk was very kind. It was very clear that they didn't have any control over whether maintainence came in or not, or whether they could make the decision to offer us a new room.