bzbdewd

I can see the OP's point - I would be very distressed at having to go to the lounge in a bathing suit (though I'd never appear in one in the hallways either). They asked for input about the stay. The OP responded. The least they could do would be to say they were sorry about the issue. To say nothing tells me they really don't give a rat's @ss if you enjoyed your stay and were just mumbling the usual script. That is poor customer service.
Compensation? No, probably not. But an apology for failing to meet expectations? Certainly.

slidergirl

It's not specific to *wood. I've worked at other brand hotels and it happens there, too. To this specific quote: Even if you call down and get the late checkout, the key you have doesn't magically get updated. A new physical key has to be made with the new checkout time encoded on it.

For the OP: what were you wearing over your swim suit when you went to the water? Why could you not put that back on to get to the Front Desk? Just curious. The Front Desk should have said something when you commented - even THAT is on the "script" of any good hotel. I've had guests get apoplectic when their key did not work, call me an idiot or incompetent because it didn't work - I'd apologize, make a new key and offer to walk them to their room (or have a member of the Bell Staff do it) to be sure they key works. If it doesn't, I have my key that I can let them in with. But, to have someone demand compensation, I don't think it's worth it.

sensei

We all have different comfort levels and I agree that the OP is perhaps a little on the sensitive side. But I do see where they are coming from and I don't think the hostile response here by many is quite warranted. Clearly, the hotel at the very least inconvenienced their guest.

In regards to service recovery, the narrow definition provided above by another FTer is not what one would consider service recovery. That would be called fixing an issue. Service recovery pertains to a hotel's response to an issue in a way that leaves the guest feel positive about the incident. While it can include compensation, oftentimes it could be small intangibles such as a personal apology by a manager or another small gesture. in this case, it seems a word or two at check-out could have done the trick. Clearly, the property did not succeed in this instance as the OP left still being rather upset about the issue.

cruiser9999

I think that a mountain is being made of a tiny mole hill. I can recall a number of times when my card was programmed wrong regardless of whether it was a cat 1 or a cat 6 hotel. So what? Mistakes happen. I would have been more concerned about the room not being ansolutely clean. Whe you leave a room to go to the pool I would assume that you would be adequately dressed so that if you had to go to the lobby, it would not be a big issue. The front desk could have been more sympathetic but that would be it from my perspective.

SgFred

Thank you very much for your kind comments!

Thank you for your kind words!

Interestingly the debris in the room did not bother me as much.

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And thanks to all again for your comments and especially to those who are sympathetic to my distress.

mikeef

I'll disagree with you on one part. I do expect that I won't have to go to the FD to get my key reactivated. It should be done automatically upon request, whether at check-in or a later date. It doesn't seem that difficult to do.

Nevertheless, we agree on the main point: As faults go, this one is a minor one and not deserving of compensation.

Mike