Originally Posted by
wizla
I too think you are quite correct in assuming 3pm your room should be ready, of course we all have to have a bit of give and take and accept that sometimes there is a delay but from what you have wrote it sounds like you was very lenient to me.
100% this.
To the OP, you were fair with them and waited on multiple occasions. Each time they let you down on their estimated time. It also appears they did nothing to address this at the time, by offering you a drink or similar.
You then quite reasonably followed up to ask for something back for the late supply of your room and the on-going broken promises. The manager has been in my opinion, unreasonable with their response. You invoking the satisfaction guarantee as a result is fair as you gave them multiple chances on the day and a chance after the stay to address it.
I hope you receive your points back in response to this, as it is merited.