Hilton Hotels complaint: Refund

My complaint:

This complaint about my quarantine package stay at Doubletree by Hilton Toronto Pearson West Hotel.We will be truly grateful to you if you can help us get our refund back from the hotel for our short stay with the hotel for mandatory reasons. We had no choice but to book this GAA rated room following the govt rule. As mentioned to you earlier we are travelling with my 2 year old son who is sick with diarrhea. I was staying in the hotel not with my choice as it’s uncomfortable to stay in a small room with baby and dirty diapers with no room cleaning, wash the milk bottles in the bathroom sink etc. The night we checked in we wanted to request front desk refund incase we get out results as we plan to leave asap. We don’t feel safe staying in a hotel with a small kid. To my surprise the hotel has a checkin form which they asked us to fill with our names, passport numbers and a disclaimer that we agree the rate is non-refundable. We reached hotel at 10.30pm after a 1 hour wait at the terminal for the shuttle. Which arrived after another 15mins once we called them to send shuttle. We had no choice but to sign the paper. One of the reason I booked Doubletree I trust the brand Hilton to be fair to their customers which was backed by Facebook forums, I read many guests were refunded money incase they leave early upon receiving their results. I tried to explain my situation to the Manager on duty but he said its not refundable and we dont care who you call or where you complaint. I’m not going to refund you the money. If you read Montreal Doubletree refunded money go there we felt very stressed and unwelcomed during our stay due to this attitude towards us. It’s only fair to ask refund for cad1450 for one night stay is too much for us. We are all going through tough financial times during this covid pandemic. We expected courteous behavior towards us and refund us for the nights we didn’t stay or eat. We had no choice but to book this room to follow the guidelines provided by the govt.As advised by the guest service agent we have checked out of the hotel and managed to get the receipt from the front desk indicating the check in date and check out time. Please see attached for your reference.

Suggested solution:

Please get our refund for the nights we didn't stay and food we didn't eat and paid over price of 1450 cad for 15hours stay out of no choice. We were assured by Ashley the guest relation officer at Hilton that she can help us only if we leave the hotel before our checkout date. She said only then she can initiate our refund case reference no 87850583 and get us a compensation if we leave the hotel and provide them with a receipt of payment indicating check in and checkout date and time. Please see attached for your reference. After that several calls to the guest relation no response they asked us to email the receipt at guest.correspondence@hilton.com which we sent twice buy they didn't acknowledge yet. And everytime we call there is over an hour wait to speak to an agent. We are exhausted with this process and need your help.