Highly Unprofessional Service

I booked my flight with Friends Travel agent was Neha, We have 13 hrs of layover in Colombo, so I asked Neha specifically, will airline provide accomodation during this stay over time and she said "NO" they will not

So i booked airport transit hotel at colombo airport and paid $220 for 12hrs of stay and which is non refundable as per policy in any scenario

Now I am flying in couple of days and I have received an email from Airline that you have a complimentary hotel stay from Airline with your booking as you have 13hrs of layover in Colombo

I called Friends travel today twice and ask to thorough my call to your Team lead /Supervisor /Manager, at 3:pm they said they not inn yet so I call again at 7:pm, I got a message that Team Leader left for the day and someone will call you back

not sure how come someone start their shifts after 3Pm and finish before 7Pm