First and foremost we apologize for your loss, and for the experience. Furthermore, we reply to any email (
[email protected]) or voicemail (214-728-8528) within the the first hr-24hrs at the latest. So, if you happened to email tripadvisor directly they still should have replied, also, they have 24hr customer service. We pride ourselves on attending all of our guest and trying to meet their needs for the past 20+yrs., but, there are cases where we cannot accommodate and will offer different options. Best regards and hope to have another opportunity to demonstrate our work.