Business ProfileforWestin La Paloma Resort & Spa

I was a guest at this resort this past December but ended up not spending the night because security accidentally placed a drunk, belligerent man they had removed from their bar into my room thinking it was his. They used their master keycard to get him in and didn't verify the room was actually his, and I walked into him laying on the floor having soiled himself. It was a jarring and scary experience because I initially thought he broke in, but once my husband and I found security and management we came to learn it was their own error. Due to the stress of the situation we were no longer comfortable staying the night, but the manager was very apologetic and promised us 2 free nights in a suite to use at a later date, and to expect a voucher in our mailbox within a few business days. Even though this was a huge breach of safety and security on the hotel's part and was a scary experience, we decided that since the situation didn't escalate further, we would be happy taking the voucher and trying the resort again another time. Months passed with no voucher, and after prompting by me a voucher finally did arrive on April 5th, however it was for 1 night in a deluxe room, not the 2 nights in a suite we were specifically promised. I figured it was a simple miscommunication so I emailed the general manager Celia Richard explaining what happened and asking for clarification. TO THIS DAY, April 18th, I have not heard anything back from Celia directly. Over the course of the past 2 weeks, I have emailed her 3 times, called her, left a voicemail, and left my name and information with FIVE different employees at the resort. I have not received a single piece of information from Celia or any other manager. I find it unbelievable that the only person that is able to help me is the only person that can't return a simple message in 13 days. Between what happened in December and the way I'm being treated now, this is a HORRIBLE look for this location and for Marriott in general.