Four Points by Sheraton Kansas City - Sports Complex

We received the complaint ID [redacted].  The guest was provided with incorrect information when she was advised that her reservation was made through a 3rd party as it was actually booked on our website.  The guest should have been given the room type that she booked through our website....

 We have addressed the issue with the front desk staff to ensure that this does not happen in the future.  We have no record of the guest ever informing us that the sheets were dirty, mildew smell, or of the carpet being damp.  The door to the main level was broke and has since been fixed.  The guest came up and stated that they did not feel safe and wanted to checkout and we agreed to refund the guest based on that complaint.  The guest was refunded on 7/29/17 please see attached receipt of the room charges being adjusted.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:I have not received my refund.  After my initial conversation with the front desk, I did not actually go back and speak with them again that evening.  Instead, my family and I left because it was already so late and we had to find another hotel to stay at.  The next morning (7/29/17) I called the Sheraton customer service line and spoke with them about the condition of the hotel and room.  They informed me that it was being put into a report and sent to the hotel manager to be addressed.  After speaking with the customer service line, I called the hotel directly to ask for a supervisor and a refund.  The lady who answered the phone, only gave me enough time to tell her my name and reason for calling before she put me on hold.  When she got back on the phone, she must have been expecting my call, because all she said was that the hotel would give me a refund in a few days.  Then she said goodbye and hung up on me.  So I was never given a chance to tell the hotel directly that the carpet was damp, and smelled of mildew in the hallway and room, and also the sheets were not clean.  However, the corporate customer service department for the Sheraton hotel should have a lengthy report of my whole experience with this particular hotel.  I would just like my money back, and for no other family vacations to be ruined by this place.
Regards,
Alexandra L[redacted]