Your attitude, as evidenced by your choice of vocabulary and writing style, says it all.
Originally Posted by
Ljudge
. . . an attendant demanded the robes back immediately despite our request to return them the next day due to the chill.
Demanded? Was that, "Hey, you, give me the robes, now!" Or more like, "Excuse me, sir, the spa is closing now and the hotel requires that the robes be returned when the spa closes."
Originally Posted by
Ljudge
While collecting them, she carelessly lifted one, causing my wife’s friend’s phone to hit the cement before bouncing into the hot tub.
Carelessly? No possibility that it was merely an unfortunate accident? And when you saw the attendant collecting the robes, did you alert her to the fact that there might be a cell phone in one of the pockets? And how, exactly, was her lifting that robe "careless"? Did she throw it into the air?
Originally Posted by
Ljudge
Only then did she offer a curt, insincere "sorry" before hurrying off.
Or was that your subjective interpretation of the attendant's apology given that you were already angry that your friend's phone fell out of a pocket?
Originally Posted by
Ljudge
When I asked for her name, she ignored me and walked faster, forcing me to pursue her from the hot tub.
She was already walking away from you. Any possibility that she just didn't hear you?
Originally Posted by
Ljudge
. . . he insinuated to my guests that he wasn’t a "rat" who would identify a colleague
"Insinuated"? That's your interpretation. Why not just tell us what he actually said. Or are you worried that we might not interpret what was actually said as negatively as you did?
Originally Posted by
Ljudge
A lobby manager later apologized professionally when I went downstairs, which was appreciated. Wrote GM yesterday, no response. Post-survey, midlevel manager calls: "We see both sides," offers $500 credit.
Unless the phone was damaged and needed repair (and if that had happened, I'm guessing that you would have included that fact), I think that $500 was actually extraordinarily generous given what actually happened.
Originally Posted by
Ljudge
I'd like to hear: This will never happen again, sorry we didn't follow-up while you were at the hotel, have a night on us.
You got what you describe as a "professional" apology and $500 for what was essentially an accident. You won't hear "That will never happen again" because, although you seem to be unaware of this fact, accidents are accidents and subject to neither prediction nor 100% avoidance. The hotel cannot guarantee that there will never be another accident.
Try being a little more understanding. People aren't perfect, even you. Ever read the Ritz Carlton Credo which all employees are (were?) required to carry with them? It starts with, "We are ladies and gentlemen serving ladies and gentlemen." Be a gentleman. Gentlemen understand that sometimes accidents just happen. Be a bit more understanding. Your negative, demanding, and entitled attitude comes through loud and clear in what you wrote. People will respond much better, and you will achieve better outcomes when there are problems, if you always behave like a gentleman, give people the benefit of the doubt, assume the best explanation for mishaps, not the worst. Gentlemen always behave like gentlemen regardless of the situation and regardless of how others behave.