Join Date: Aug 2011
Location: Barcelona, London, on a plane
Programs: IB+ Gold, TK E+, Hyatt Globalist, Marriott LTP, IHG Diamond
Posts: 14,186
My experience is that they don't reply unless they have something useful to say. i.e. they won't waste your time with a "sorry to hear about your stay" but nothing concrete to offer.
They may well be liaising with the hotel to find out what happened.