If that's the case, don't wait for customer service to resolve it - call the hotel directly first thing in the morning, during business hours at the hotel. If you don't have a reasonably-priced way to call the hotel, consider a fax (responses to email can vary wildly between properties - some are really on top of it, while others might check once a day, but a fax is usually at least read soon after receipt). I would mention that you opened a case with customer service, but don't want to wait 3 days for a response due to the closeness of your travel date.