Aloft Denver International Airport

Complaint#***I am responding to a complaint that was sent to my hotelI have forwarded the previous documentation regarding this incidentThis guest called me to the front desk and proceeded to yell in the middle of the lobby about this hotel having bed bugsI tried to communicate with the
guest while also respecting the other guests in the lobbyI explained the process and that my company always calls a professional company out to inspect and consult on any pest issues within our hotelI have confirmed with ***, that this room was thoroughly inspected and showed no signs of any pests the same day Mr*** complainedI also explained to Mr*** that I would not be able to refund his rate as it was a special discount rate that could not be refundedHe got very upset, raising his voice and stormed offI told him I would follow up once I had the information from ***I left a voicemail for Mr*** stating the results of the professional inspectionI did not hear anything else from Mr*** until my hotel company received an alert that Mr*** was posting on the internet that the hotel had bed bugsWe do not and have not had a pest issue and I responded again with this information and the attached documentation reflecting the sameWhat else do I need to do to get this resolved? Please contact me directly at 303-248-as I don't currently have access to the online complaint system to complete any documentation that you needThank you. *** Franks General Manager Aloft Denver Airport

Complaint: [redacted]
I am rejecting this response because:
This has went from a customer complaint to the customer being criticized and lied on. I never raised my voice or made a scene in the lobby. I was very professional about my approach to the front desk worker and also to the gm of the hotel. The gm did not tell me I was not able to get a refund because I paid for the room using a discount rate, she sarcastically told me that the refund would not be that much because it was on a discount rate. I never received a phone call, text, email from the gm about my complaint once I left the front desk. I came back before checking out and talked to the gm again in regards to my complaint. So I guess I was shouting and yelling that time as well. I gave the gm 3 different forms or communication on how to contact me. No messages were in my inbox in regards to my complaint. I have pictures of my legs that were bitten by something while I stayed at the hotel. Simply refund my money ($110.00) and this issue can be resolved.
Sincerely,
[redacted]