Dear Andrea,
I do actually remember you well, and who you are.
With everything in life, sometimes the answer is simply "sorry, we do not provide that service" --- And as a hotel that does not have a 24 hour reception desk, we do not have the service to help carry luggage in the early hours of the morning. We just don't.
Recently I went way on holiday and paid nearly $400 a night for my family. The place had awful pillows -- way too soft and I didn't really sleep well -- I went to ask them for firm pillows but they said "sorry, we do not provide that service". Perhaps I should give them a totally negative review for that?
So, are our walls really thin? Nope, standard double brick / concrete walls -- you certainly did have a guest who unfortunately did have a late-night issue and was quite loud. We did sort it out for you. We didn't ignore it. We went to speak to the guest and relayed that message back to you because you "insisted we call you as soon as we spoke to the guest" The guest apologised and insisted it was a once-off event.
we certainly don't feel that our hotel is shabby, and most of our guests don't feel that way either.
So -- in summary --- you had an un-enjoyable stay. We never want that for anyone and are always disappointed when it happens. Hope your future stay at other places all goes well for you.
Many thanks