Moscow Escape

Yesterday (Moscow), the group of us going to Japan slept on the sofas at the back of a pub in the departure lounge.
I say slept, but I wasn't able to sleep much due to the constant music and the aircon making it cold.
A member of staff had told us that if we saw them at 9am, then they could secure us hotel rooms. So when we went at 9, we were told to wait 10 minutes.
In the end we waited a full hour until it was 10am, but we never saw that staff member again!
So we got the attention of another ember of staff, who told us that we'd have to wait till 11 before any　hotel rooms would be available.
So we saw them again at 11, had our passports taken and had to wait in anxiety for another 30 minutes.
Aeroflot, just what do you call this customer service?
We ended up at the hotel at around 12:30.
But, it was a pretty good place with a shower & bath - plus they provided us with lunch.
However, even though Aeroflot had promised to come pick us up by 6 in a bus, we didn'tsee any sign off them by 6:10, or even by 6:30.
On top of that, when I checked, it turned out to be impossible for us to go to the ground floor lobby.
Even the emergency escapes were locked. Rather scary.
After appealing to the hotel reception and staff for some time, they did eventually phone Airoflot, and the bus camed to pick us up by about 7.
By the way, our departure is at 7:40.
By the time we arrived at the airport, everyone was rather frantic. We hurridly checked in and checked the gatefor our departure - then ran for it.
We made it on fine, so everyone was extremely relieved.