Mice in room at Renaissance Philadelphia, GM never responded. Best path to compensation ?

Hello! Looking for advice on escalation.

Last December my partner used a Free Night Certificate at the Renaissance Philadelphia Downtown. She and her friends checked in around 10–11 PM, came back to the room around 2 AM, and while getting ready for bed found multiple mice running around the room (caught on video).

Her friend is deathly afraid of mice, so they left the hotel entirely that night and drove home through a snowstorm. The front desk person did offer a switch to a different room, but the friend did not feel safe to stay in the hotel that night.

Shortly after we had emailed the GM (and followed up once as well) with no response, and called multiple times without ever reaching him. The last time I called (3-4 months now), the front desk manager said she'd follow up and never did.

At minimum we want the FNC reinstated, but given the conditions, the wasted certificate, and six months of being ignored, I think some points compensation is reasonable too. I know a lot of time has passed, that's largely because the property has not been responsive, but it's also on us for not being more persistent and letting so much time pass.

We have the video and emails sent to the GM. Who's the right contact at this point ? Corporate customer care, social media team, or someone else ? And any sense of what a reasonable ask looks like in this situation ?