I had a night away booked with my boyfriend on Saturday (the first time we had stayed overnight with each other).
It was a modern hotel with a glass window to the bathroom which was supposed to turn opaque when a button was selected. It was apparent this wasn’t working.
We went downstairs to reception to ask for it to be fixed, receptionist said they’d send someone to take a look. Maintenance man came up and said it was a common issue but he didn’t have the part needed (and wouldn’t have it until midweek) so he accompanied us back to reception again saying they’d give us another room.
The receptionist said there was no alternative rooms available as the hotel was full due to valentines and when this happens, couples have ‘seen it all before so just laugh about it’ and enjoy their stay.
I said this wasn’t acceptable and asked for the manager - who did appear from the back office but basically doubled down and said there was nothing they could do. She did offer us a voucher for a drink each in the bar (really!!) as a ‘goodwill gesture’.
As we had traveled some distance we decided to stay, and used the communal loos in the reception area whenever there was a need (luckily there was no need to in the night).
I found them thoroughly dismissive and am awaiting a response to my formal complaint to head office.
AIBU to find these customer service standards appalling?
Image attached of what I mean (this isn’t mine but from another review of same hotel of people unhappy with the set up)