hotels.com Hotel sold out. No help!!! No response!!! Internet

My husband got stuck in Chicago during a layover, so I booked him in a hotel at the last minute using hotels.com.  When he got to the hotel, it was sold out.  Even though he had a confirmation number, the hotel would do nothing for him.  He called hotels.com who refunded the pre-paid reservation but didn't take care of him for the night.  (It was quite late.) 

When we called customer service the next day (when he finally got home), the rep gave us an e-mail address to send our information to, telling us that "they" would investigate and take care of it.  We've sent our request THREE times, gotten THREE read receipts, and not the courtesy of even ONE response -- not even to say, sorry, you're out of luck. 

Even if they thought we weren't entitled to any compensation for their failure to properly acquire a room for him, shouldn't they respond?  That's sad.  We won't use hotels.com again.