I had a similar experience with my in-room amenity at the Topaz. They had wine waiting in my room instead of scotch or bourbon per my profile. When I called to complain they finally deliver a small glass of bourbon. (I'd never received anything unpackaged like that before!) One or two servings vs. the four in the bottle of wine. I felt cheated.

When I questioned why the mix up they offered some BS answer. I forget it exactly, but it was along the lines of ensuring that everything was just right. But that doesn't explain the bottle of wine and welcome card. Basically, I'm convinced that they just were lazy and never really read my preference profile. Something the Helix managed perfectly earlier a few days earlier.

I agree that an apology and a humble admission that they screwed up is important, however, I don't find that enough. I'm growing increasingly weary of empty apologies with seemingly no interest in finding out what went wrong and commitment to improving and addressing the issue in the future. They find it far easier to comp this or that or reduce some element of the stay or agree to comp a future stay. These are nice, welcome gestures, but doesn't fix the problem. It would appear the squeaky wheel gets greased and they keep on doing things unchanged, not learning from the experience.

The last rant, obviously, applies across the hospitality industry, not just Kimpton.