Originally Posted by
controller1
First - you should have voiced your concern at the property so that an opportunity to make a resolution could be made.
Secondly - you should have voiced your concern at the property so that an opportunity to make a resolution could be made.
Thirdly - do you routinely release your vehicle without obtaining a receipt?
I demand - not a good way of receiving what you want, especially doing so after the fact. It reminds me of a guest who eats their complete meal and then demands that the restaurant comp the meal because it was not to his liking.
I completely agree. When someone waits until after a stay to complain about problems during the stay, it is difficult for the hotel to recover and help. It also is difficult to assess whether the complaint is genuine, too. And not getting your receipt and not knowing the hours of operation when you need your car unusually early is not the hotel's problem--it's your own problem. "Demanding" your satisfaction made that even easier.
The fact that the OP complains about the price at 400 euro and it turns out they obviously used points for an award stay suggests there may be more goosiness here than the OP wants us to believe. It sounds like someone who just wants to get back their points and is looking for an excuse--even if that may not be the entire story. Hard to know from afar and after the fact.
That being said, I will say that not answering the phone repeatedly is a problem. I also will say that coming back to discover your hotel room was unlocked and latched open (presumably by careless housekeeping) is very disconcerting. If those really happened, I can see a hotel giving someone a courtesy 5000 points or so to assuage those concerns--but it doesn't sound like the concerns were going to be assuaged regardless due to the tenor of the poorly constructed message. So the hotel has nothing to lose by not giving them much.
They didn't like the hotel's response or approach. Fair enough--even though most of us aren't of the same mind. Yet the OP might take this opportunity to learn how HIS/HER APPROACH might have been improved to get a better response that may have made him/her happier.