Transit for over 20 Hours

Hi there, I am a New Zealand citizen and was traveling from Karachi-Pakistan to Auckland-New Zealand, transiting in Beijing for about 20 Hours.
The airline had provided me a hotel room which was about 10-12 Km away from airport.
Some how the Immigration has refused to issue me the transit visa to go outside of the airport and asked me to stay inside the lounge. Later I realize it wasn't only me quite a few families also suffered the same carrying NZ Passports and Canadian Passport.
Because of the language barrier the Immigration could not explain us why they are refusing.apart from saying ONLY "NO" STAY AIRPORT LOUNGE
Again I had to pay to Airport Lounge 200 yaan for 4 hours X 2 etc.
Is there any place where we can report about these incident.

Personally I know the 3 New Zealand families who were traveling along with their children and suffered a long journey and were not allowed to go to their hotel which the airline provided.