Well, I'd disagree. Assuming the GM has been in his position for a decent period of time he is responsible for the upkeep of the hotel and its overall performance So on that I'd give him low marks as he is obviously running a fairly shabby establishment.

However, in terms of handling the complaint I'd say that he seems to have been forthright and honest. He didn't attempt to push blame back on the customer, he didn't try to give bogus reasons that these things were really and issue, and he offered an acceptable compensation to the customer for their problems. So on that I'd say that he's at least honest.

Its tough to draw judgements since we don't know all the interactions between the customer and the hotel. But if you take the GM at his word then he took care of the aftermath well, but he's failing at the hotel providing service part of his job miserably.