You indicated that you're SPG PLT but not what level. If you have an Ambassador, I'd give this to him/her for help straightening it out as my first level response. Otherwise, I'd ask a PLT Concierge. If neither of those gets any results, then I'd go to the hotel directly (e-mail the Reservations Manager or GM e-mail link). I'd use the Lurkers here as a last resort if nothing else works. Do it all by e-mail so you have a record of everything.