re: Which is the better route on complaining about problems with a hotel stay?....

There was a complete customer service failure multiple times through the process.

For starters, the number of booked rooms and vehicles parked is not a guess. Valet should have adequate staff based on these numbers.

The valet desk should never ring busy. And if the front seat says they will handle it. They should do so, especially for a HVC.

And he's looking for points compensation. Not a refund.