Cleveland Marriott Downtown at Key Tower

We came in from our event hungry and wanted to get some food, we were heading out when a guy from guest services asked what we were doing so we told him that we were going out to grab something to eat, so he had suggested to us that we could just stay in and order food from the app and have it delivered to the room, which turned out to be a big mistake, for starters the app made it super hard to order ( we had to go down to the front desk to see how to use the app, but they didn't know either and we were sent to the bar for help) so we were finally able order food through their app and were told it would be 25-35 minutes, over an hour later a bun showed up at the door without any other food, so we called down the front desk and they assured us our food was on the way, another 25 minutes went by before our food finally came, it was cold, the burger was missing a bun, my wife's sandwich looked as if someone had dunked it in water (super soggy), so we took it downstairs to the front desk where a manager said that he would take it off our bill and provide us with something to eat for our troubles, which we went hungry that night it has now been 2 months and every time we call customer service they just give me the run around instead of fixing the problem, one would think that being a Marriott that they would have better standards