Those kinds of situations have a 2 step solution:
1. Demand to talk the the supervisor. If no resolution,
2. Call corporate HQ and ask to speak to the administrator in charge of that that division.
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I did that with a software company that shorted my order in the early 90s. After a month of wrangling with CS agents (I kept a list of names of each one I talked to), I finally decided to go up the chain of command. Smarta** supervisor did not help. When I asked to speak to her department manager, she said no one else was there, that she was in charge, and she hung up.
About a hour later SHE got a call from the Corporate Vice President in charge of that division.
30 minutes later, Corporate called me and told me my shorted order is being shipped out that day.
Even Smarta** supervisors DO have bosses, as that one found out.
Yes, I had to deal with some gal at Choice Hotels (yes I know) Rewards Program like that a couple years ago.
She told me she was the final authority. She was not; corporate HQ took care of the situation - to their credit.
Yes, it’s a budget hotel.