Monument with Standing Beast Tours

I tried to extend my stay and was given a room with two queen beds, but the room was smiley so I asked to be moved to another room. The gentleman who initially assisted me was very nice and helpful. However, when I later spoke with a lady and asked to change rooms, she did not move me. I was still in the same room where I had stayed the previous night. There was another room available as an option, but she told me there were no other rooms and asked me to cancel my reservation and get a refund, which she said would take about three days. Honestly, she was one of the most difficult and unhelpful people I have ever dealt with. Her attitude and the way she handled the situation were very strange and disappointing.