I'm in Bora Bora right now with my wife for our anniversary vacation. We were fortunate to book 2 nights at IC Le Moana and 3 at Thalasso, all on award stays. This stay was booked with my wife's account (she's Plat, I'm Plat Amb). We were also fortunate to have been upgraded to OWB for free, which is something I understand doesn't happen often. We even were able to check in a little early.

However, on our second night, our key cards didn't work when we came back from dinner at around 10 pm. We went to the front desk and got new cards, which still didn't work. They sent a handyman, whose master keycard didn't work either. He had to call a second guy to help him get inside the OWB by removing the window slats to get inside from the side of the structure. They were able to open the door, but spent the next 45 minutes putting together the window from inside the room while my wife and I sat around twiddling our thumbs (in Bora Bora at 11 pm on our anniversary!). The whole ordeal took over an hour. They said they can't fix the lock tonight and the locksmith/electrician will come tomorrow morning.

My question-- what now? This has been a horrible experience. On top of the inconvenience, I felt inclined to tip each guy about $10US for all the time they spent on this at this hour. But it felt weird tipping them after OUR inconvenience, even though it wasn't the workers' fault. On the other hand, I appreciate the free upgrade on points. Should I email the hotel or IC directly? Should I talk to the general manager directly? He gave us the tour and I see him walking around. What's fair, given the circumstances?