AIBU to expect a more sincere response to a complaint (DM’s funeral tea) than an AI response?

[LivaLane]

I've waited weeks for a response to a complaint about the awful communication and service provided by a hotel when providing a room and food for my DM’s funeral tea.
After chasing the complaint I'm told the manager has gone and someone else has taken on the complaint.
I have received the response, AI generated. It turns around my complaint with an apology and a ‘we will address the issue raised’ for each point I made.

I feel a sense of insincerity, disrespect and a ‘get this off the books/tick box’ approach - but I'm not sure if I am being unreasonable?

YABU - AI generated is fine in response to the complaint
YANBU - AI generated response is not ok, especially given the circumstances.

I don’t think you’re unreasonable but I’m not sure what else you can do.

What went wrong on the day?

YANBU, sounds like they're compounding their 'awful communication and service'.

Sounds like they've got staffing issues and no one competent to deal with you properly.

You posted about this the other day? Just phone them.

I haven't posted about this before.

I have phoned them. That prompted the email response.

How can you even tell it is AI generated?
Did you have an idea of how you wanted the complaint to be resolved (eg- a part refund or just a sincere apology, some accountability ect) and if so did you state this in your original complaint?

I really don't know much about AI so apologies for the question, but how do you know it was an AI response?

And @MuddyPawsIndoors

I asked to meet with the manager.

I get that all they can do is apologise. I’m not sure what elsethey can do, my main intention was that they evaluate and make changes to prevent this happening again. I suppose I wanted to feel this had been investigated and some solutions shared. Too much maybe, but certainly more than my own email being regurgitated back to me via AI.

The whole tone is such a give away, it just repeats what I have said in the complaint and includes an apology.
It also has American spelling, such as ‘apologize’, repeated throughout

That's awful, OP. It's as bad - if not worse - than a passive-aggressive "sorry you were not happy"

Ok - for those asking for an example, I used chatGPT with the following prompt as an example:

write a letter from a hotel responding to a complaint about a funeral tea. The complaint was that the food was not sufficient, the service was slow and they were rushed to finish and leave.

and I got back....

Dear [Guest Name],
Thank you for taking the time to share your feedback regarding the funeral tea that was held at our hotel. We sincerely apologize for the experience you described and deeply regret that it did not meet the standards we strive to maintain for all our guests, particularly during such a sensitive time.
We are truly sorry that the food provided was insufficient. We understand how important it is for events like this to offer not only a comforting environment but also a satisfying and respectful dining experience. It is clear we fell short of those expectations, and we will certainly review the portions and menu planning for future occasions to ensure this does not happen again.
We also regret the delay in service and the feeling of being rushed. Our team is trained to handle events with care and attention to detail, and it appears we did not meet this standard during your visit. We will review the staffing levels and service protocols for similar events to ensure a more attentive and efficient experience going forward.
Furthermore, we are truly sorry for the discomfort caused by the pressure to finish and leave. We understand that moments like these require an atmosphere of calm and respect, and we should have given you the time and space needed to reflect. This oversight will be addressed with the staff to ensure that such situations are avoided in the future.
Please know that your feedback has been taken very seriously, and we are actively working to make necessary improvements to our services. We genuinely value the opportunity to host such important gatherings and are committed to delivering the level of care and service that all our guests deserve.
Once again, we apologize for any distress this may have caused, and we would like to offer you a gesture of goodwill. If there is anything else we can do to address your concerns or make amends, please do not hesitate to reach out to us directly at [hotel contact number] or [email address].
Thank you for bringing this matter to our attention, and we sincerely hope to have the opportunity to serve you again in the future under better circumstances.

I'm assuming it was a lot like this - massively impersonal and overwritten

What was it you actually wanted from your complaint? It doesn't actually sound AI, just somebody on reception acknowleging the email.

You even got the same ‘apologize’….

It was a full response, to each part of the complaint, repeated from my written complaint.
I don't know how you know that it doesn't seem AI-generated as you haven't seen the response.

It is definitley not written by a human!

To be fair, a lot of British people probably spell that word with a z. If you don't change Microsoft Word settings to British English that's what will be accepted as correct and suggested as the right spelling/autocorrect option.

It is used in UK english in both forms, just that the preferred one seems to be with an 's'. It is in the OED.

If you want actual "proof" there's a website called ChatGPTZero which will check for you and give a percentage AI score.

So, what is it you actually wanted from the email. Even if it was AI, you got an apology, they say they will take steps. Not sure what more could be done.

I don't need proof, I know AI-generated when I read it…lots of words that don't really mean anything.

This thread wasn't about us it AI generated, it was about the lack of sincerity, how disrespectful it feels to respond in such a way and am I unreasonable for feeling as I do.

Of course it is all very upsetting, this was my mum’s funeral. There isn't another chance to make good!

What was it that actually went wrong? Are you looking for a refund or an acknowledgement that they got it wrong?

I really feel for you OP and I'm sorry for your loss.

I absolutely hate the way these AI responses are used as everyone embraces the brave new world of technology, and it surprises me that people don't seem to care about the rapid depersonalization of communication in more and more situations.

It used to be that "people skills" were valuable in the workplace, but now there's always "an app for that". Jobs are at risk and before long everything will depend on our ability to push buttons rather than think or feel.

I know full well that humans can also be crap at communicating but at least there's hope that person to person one can generate a bit of empathy.

Long term are we going to be in a situation where AI mediates most interactions in things like customer service and it's virtually impossible to talk to a human? I suppose we may already be there without knowing, and it grinds my gears that we have so little choice.

We're virtually engineering our own obsolescence.

Is it an independent hotel, or a chain? Some have US departments dealing with complaints.

I'd let it go unless you wish to pursue a refund. They honestly won't care.

If you want to prewarn others, just write an honest online review, saying that you received a robotic apology.

Sometimes people rely on AI when their own words seems insufficient. Given it was your mum’s funeral, do you think they’d were possibly trying too hard to offer a good apology?

But did I get an apology? From who, a machine?

AI has suggestsped GENERIC steps will be taken…but will they. AI doesn't know the hotel, the staff or the full details of the real circumstances.

The manager hasn't suggested steps, the manager hasn't apologised.

@Fencehedge - UK small private company.

Wait a month or so, then reply, asking "Now that you have reviewed the menu and portions, please could you tell me what changes, if any, have been put in place. You also stated that you would review staffing levels and service protocols; again, please could you tell me whether these have been changed. I'm sure you will understand that the promise to "review" is not sufficient to encourage me to book with you in the future."

With the greatest will in the world, you do not know if a human wrote the reply or not. You had a response saying a new member of staff was dealing with the complaint.

Now it may be AI, it may be uncaring staff, it might even be that they don't feel the complaint justified and are just going through the motions in saying they will take your thoughts on board. As others have said, leave a review on one of the review sites like trip advisor. If it is a common complaint, there will be more and custom will be affected for them.

You can't actually force them to be genuinely sorry