I think 12,500 is probably a little steep. While most of us expect the shower, sink, and toilets to work at the room, I don't know that it's worth 50% of a room if it doesn't. Yes, it is the hotel's problem if the shower isn't working. An alternative to sending maintenance to fix it is, if there are empty rooms, is apologizing to the guest and asking if they would like to use an empty room's shower.

I'd guess 5,000 points would have been more reasonable and wouldn't have caused her to blink.

When someone complains about a problem on their way out the door, I think it raises concerns that the person is simply complaining about something, hoping to get a discount, something comped, or some such, not that there is a legitimate problem. I realize that for most of us, it is a legitimate problem, but there are always those out there who ruin it.

If there is something wrong, I usually politely complain to the front desk about it immediately, rather than wait until I'm rushing out the door. I've found they're usually far more responsive then and far more willing to resolve the situation in some way.