This is a Family Hotel.....

[Ghoulish Delight]

Originally Posted by MouseWife

It was a rude comment, it was a stupid comment. And it isn't a family hotel. Just because it has a pool that is fun? Nope.

If 75% of their guests are families with more than 2 people occupying a room, then it certainly is a family hotel. And if that's the case, they certainly would have proportionately fewer rooms with 1 king bed as that's not what the bulk of their guests want.

Without being there, I can't judge either way the CM's intent with the word "family". I think it's jumping to quite a conclusion when there is a perfectly reasonable use of that that phrasing.

That being said, to me the real mistake is that this person was coming up with excuses instead of trying to make things right. The response should have been, "Let me see what I can do to make this a good stay for you." It should never be, "Oh well, that's the way it is, nothing I can do." Particular choice of words aside, it was bad customer service.