Elite Hotel Hotels Düsseldorf failed to honor their commitment

An update to my situation: I've now spoken with three different representatives from Elite Hotel Hotels Düsseldorf, and each has given me conflicting information about how to resolve the issue with my dress shirt. This is extremely frustrating.

Dear customer, I am reaching out regarding your recent complaint about our customer support plan. First and foremost, I want to extend my sincere apologies for the frustration this situation has caused you. As the Client Experience Manager at Elite Hotel Hotels Düsseldorf, I have personally reviewed your case and have spoken with the team members involved. There appears to have been a miscommunication regarding our service guarantees, and I take full responsibility for this oversight. I have taken the following immediate actions: 1. Processed a refund of $203.54 to your original payment method 2. Added a $203.54 service credit to your account for future use 3. Implemented additional training for our staff based on your feedback Your case has been assigned reference number REF-1098F40D for any future correspondence. Please allow 3-5 business days for the refund to appear in your account. Thank you for giving us the opportunity to address this matter. Your feedback helps us improve. Sincerely, Sarah Garcia Client Experience Manager Elite Hotel Hotels Düsseldorf