SkyTeam777, I would report the situation to Hotel Customer Service. The toll-free number is 1-800-328-6242. Platinum Concierge is not in a position to deal with issues such as this, but I am surprised if they did not offer to transfer you to Hotel Customer Service when you called.
Sincerely,
William R. Sanders
Customer Service Coordinator
Starwood Preferred Services
[email protected]