We are on an award stay at the Conrad Bali. We were upgraded to the Conrad Suites as a diamond member and they are FABULOUS!

One small snag...
After staying in rural Bali for nearly a week before coming to the Conrad, we had a huge bag of laundry to do. My husband called down to ask if we would receive free laundry (because I had read on FT that the Conrad Suites receive free laundry), and he was told as a Diamond member that he would receive a 15% discount.

I double-checked the Conrad Bali thread and the Conrad website, and called back to ask, since we were in the Suites, if we received free laundry. The guy checked our account, put me on hold, and after a few minutes said that we do receive free laundry in the suites. Someone came to the door 15 minutes later to pick up our laundry.

When we received our laundry later that evening, there was a bill in excess of $100 attached to it. I called back, the manager argued with me, told me he could give me a 30% discount, and then said he was sure no one had told me laundry was free because his staff were all trained, but he would check with the employee on duty. He called back five minutes later, said that yes, we had been given incorrect information and told laundry was free, so he could offer us a 50% discount. I was too tired to argue so I accepted.

So we are being billed almost $60 for laundry that would have cost around $10 if we walked two minutes outside the resort. (We fully planned to use an outside service before we received the upgrade, and if we hadn't been told it was free, we would have gone outside the hotel.) I don't mind paying something for the laundry - maybe double what I would have paid for an outside service, like $20 or $25 for the convenience... but the part that really hacks me off is that I feel that the price I was given over the phone (free) should be honored. Even though the stay otherwise has been great, this has left a bad taste in my mouth.

Should I talk to a 'day' manager tomorrow, should I accept the 50% discount and let it go, or should I just complain to Hilton after the stay is over and have the charge completely removed? I do feel it's a big customer service issue not to honor pricing given by an employee, so I think Hilton should be notified in any case.

Side issue - maybe it's not my night, but my room service order was also messed up and had to be re-done. Sigh. It was good when they finally got it right, though.