in Asia region, try to make a call to 800-810-3988 (if your location in South of China) and asking the REP to get the customer service REP to handle you case. But I will personally write a former letter (not email, I mean paper) to hotel general manager and make a copy to regional office and SPG head office.

I did it before with Peninsula Hong Kong / Bangkok and Regal Kowloon, Peninsula Hong Kong offered a complimentary upgrade to Suite (regardless the original room type I book), Peninsula Bangkok offered complimentary round-trip airport limousine transfer by Benz, plus upgrade to Grand Deluxe Suite, a nice compensation

But Regal Kowloon, just sent a apologize letter from local hotel manager, he even did not sign the letter by himself, by printed signature. Maybe there's something more important than to take care the feedbacks from customer.