AIBU or should they apologise properly? Long I know but it has all the facts…
as a family we recently visited a moderately priced hotel chain near London for 3 nights… booked as 2 adults, 2 children. All booked, double checked the confirmation email, all good. I called weeks ahead to enquire about car park to be told it would be sorted on arrival. Well we didn’t arrive until just before midnight (5 hour drive for us) and car park was locked (fair enough) but a well weathered sign over the intercom saying car park full… panicking a bit I called the hotel, they said they’d check and hung up. A bit confused I called again where they hung up again… a couple of minutes of waiting a member of staff arrived complaining we hadn’t pre booked parking, I explained what I was told previously but he looked annoyed. He checked the car park and let us in (loads of space I might add) and said quite sternly I must pay for parking right away. QR code located to pay for car parking, it would let you progress so far… then error. Tried again, error. So headed to check in where I mentioned the car park as to where another employee pulled out his phone, bought up the app, waved it at me saying what was my problem? It works! I explained you had to progress further through the booking in to which he realised I was actually in fact correct and backed down. Eventually the original staff member then processed my car park manually through the computer. Next problem, booking in seemed to take ages… bear in mind it was now after midnight, a very tired hubby and children, all hanging around in the lobby. Finally got our key, top floor, headed up, no children’s bed or bedding. So back down 10 floors to the lobby and asked the staff why my children’s beds weren’t set up and no bedding, to which his reply was “you only booked a room for 2 adults madam”. Being on the ball I whipped out my phone and showed him my email clearly showing 2 adults and 2 children. He analysed it and then backed down and said he would get some bedding. So at 12.30 am I’m in our hotel room pulling out a sofa bed and making up beds for my kids who were at this point absolutely shattered. Had a weak apology from the staff member who was helping but still felt like he thought I was trying to diddle them. This problem then arose every morning at breakfast and we were being eyeballed for having two children with us when the booking was for only two adult breakfasts. I did question the booking again midway through our break because I was fed up of getting embarrassed in front of staff and other guests having to prove each time that this was not our error, and was told it was a technical glitch. The response from the hotel was extremely limited and offered us preferential accommodation and breakfast on our next visit (this was a once in a blue moon thing for us, definitely no more trips planned for a while)…. But that’s not what I want.. I just want an actual apology for being made to feel the way my family did whilst there. AIBU?