St Regis Hotels in Macau

I, Mr Han Aik Juan, is the booker for both our room-stay at St. Regis Macao. We try check-in at 1500LT and was only given 1 ready room and the other room need to wait for 1 hr, need cleaning, and they will pass the key to us in the other room. Was told to put a deposit of $3000 for our room with our credit card and will return if all clear when check out. Waited in our room for 2 hrs later, no key given, so made a way to reception, asked why the other room not ready, then they checked and room was cleaned hour ago, and key was not deliver to us, wasted our time waiting in the room. On checking out, no additional charges, we asked for our deposit to be cancel, was told that the $3000 been booked and will ONLY be return to us abt 3 weeks later. This rule was not make out to us when we check in! HOW ARE WE TO MONITOR THAT THE AMOUNT TO BE RETURN TO US??? Also any claim against us, how are we to answer it?? Please assist to feedback our comment to them. B Rgds, Mr Han Aik Juan