2/10
When a guest calls at 5 am and tells you that they have not slept at all because of a faulty AC that keeps making loud noises, you do not tell them that maintenance will come by at 9 am to fix it. When the same guest calls at 10 am because still noone has shown up, you probably should come up there immediately and fix the issues. And when the guest comes down at 5pm because the issues still has not been fixed after over 12 hours, you do not tell them that they are "lucky" that another room of their type is available to which they can be rebooked - especially if that guest is an Expedia Gold member that should be offered an upgrade at a VIP Access location anyways, and particularly under the given circumstances.
Andreas
Aufenthalt von 9 Nächten im Juni 2024