I've had better luck recently using Twitter to send a direct message. Response time is usually less than 3 hours and they'll open a case for you. The issue resolution hasn't been fantastic, but at least the communication is timely. As others have noted, the CRM system is all jacked up.
If you have a written quote that is not being honored, I'd send one more email giving 3-days to rectify, then file a chargeback on your credit card. If it was a verbal agreement, then the situation is much tougher.
I'd make a very concise and accurate review on TripAdvisor. Those get attention, too.