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Back in the day, we weren't allowed to guarantee room types to guests because we didn't have a reservation system sophisticated enough to handle all the variables. That's not the case any more. Call reservations and behold the choices... king/queen/bunks/suite, view (and WHICH view... garden or courtyard)/ no view, standard/concierge.
I'm not convinced the desk clerk meant his comment as an insult, but I am convinced he didn't feel any responsibility to correct the situation. After his "family" comment, that would have been my last interaction with him. I would have quietly asked to speak to the shift supervisor. If no action there, the front desk manager. No action? Give me the rooms manager. Still nothing? Who's the hotel manager? You get the idea.
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