Wise Owl Hostels River Tokyo in Tokyo

I booked this hostel for four nights, the first night, I encountered an unpleasant incident (my roommate told me that the woman seemed to have lost a phone or tablet). Around 2:30 AM, a woman barged into our room, repeatedly saying she would call the police. She also pulled open all the bed curtains. We were all woken up. Some people got up and stood on the floor, looking bewildered. Afterwards, a man who looked like he was wearing a work badge (the receptionist didn't know him) came in and stayed for about ten or twenty minutes before leaving. When I returned to my room tonight, I found the upper bunk empty. My lower bunk was too low, almost touching the ground, and sleeping on it hurt my back. So I went to the front desk to ask to move to an upper bunk, but the receptionist said there were no upper bunks available in my current room, and I would have to move to another room and pay 500 cleaning fee, so I didn't move. I asked about what happened last night, but all the staff knew nothing about it. One female staff member said it was because they didn't move me to an upper bunk, and even said I was making up a story. I asked her to check the security footage. Another female staff said it was a multi-person dormitory, and anything could happen. She asked me what I wanted, implying that because they hadn't changed my bed for free, I was just causing them trouble. Four or five staff members completely ignored this unpleasant situation, even joking about it and laughing it off. I was speechless.