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 would write back telling them that their response does not address the issues you raised and does not provide a meaningful apology to you for those failings (how they deal with them going forward is actually nothing to do with you as you will likely never use them again and will also tell any friends and family about your negative experience) therefore you feel the need to escalate the matter.

I know you said it's not about the money, but you know what, actually it is. We agree a price for a service and if that service is lacking and causes upset, then we should not have to pay the previously agreed price for that service.
Presumably you have something in writing showing exactly what you booked and how much it would cost.
You need to be assertive and tell them that for example
a) the room reserved was not big enough for the number of guests/ not private/ not suitably furnished etc. despite you being clear on your requirements when booking.
You paid £x for the room hire therefore you expect a refund of eg. 25% to reflect that they did not provide what was contracted.
b) the food was poor quality/ insufficient for the number of guests/ not what was agreed when booking.
Again - you paid £x for the food and therefore expect a refund of 25% to reflect that what they provided was not what was agreed.

You could explain that you have not left a TripAdvisor review yet as you are waiting to see how they resolve your complaint.
If they do resolve it satisfactorily then you should leave a positive review.

I used to work in finance and much preferred it when complainants came right out and said that a full or part refund would be fair (although it's not very British). Then we could negotiate from there rather than going all round the houses

I have made a formal complaint, as directed by the GM. The AI response is to the formal complaint.

If you read back, I have accepted that different to my profession, the GM does not need to meet with me to resolve this at a lower level, before it was escalated.

So insensitive @ARealitycheck

What kick do you get out of laughing at me, especially at a time when life is really sad and tough?

Voting closed.
That's fine, 90% of people on here say that I'm not being unreasonable, given the sensitive circumstances, to expect more than an AI response from the hotel manager.

Reading the replies, those that do think, I'm being unreasonable appear to use AI to respond in their jobs and are convinced none of us know that it is an AI response.

I'm just waiting for the payments to go through via the funeral director and then I will be taking to TA, SM and LINKEDIN (directors of the group).

Thanks to those that have offered their support.