Originally Posted by
signothetimes53
Oh please.
The very fact that I complained at all could have been enough to get her fired. No guest who calls in a complaint or problem to management can know with any certainty the consequences of that call. By your implied standards, I should just be quiet and never bring problems to the attention of management, just because somebody is "down the food chain", in your words, and works very hard.
And "an attempt to do the work in the time allotted by the hotel" that results in the destruction of a guest's personal property is the very definition of carelessness.
For what it's worth I guess, as fail to see why it's so hard to see why many consider the 'apology request' a bit off: have 50-ish professionals working for me, if a client complains I take that very seriously, apologize on my staff's behalf (as the manager did in your case as well), try everthing reasonable to set it straight to the client (again, as the manager did in your case), and then deal with the professional in question
internally. I'm 100% sure that if I would send them out for 'apologies' in the sense suggested here, I'd have zero staff left in no time - the kind of apology approach that might work to teach an under-10-years old is definitely not going to cut it.
Does this undermine your right to complain of force you to be quiet as a client ? Of course not. Are you entitled to being upset ? Of course. Would you want to be 'sent out' by whoever your boss might be to be berated and belittled for every mishap you cause ... don't think so, everyone makes mistakes every day.