The hotel needs to accommodate flexibility in their operations and the staff must learn how to communicate in general, not necessarily with customers, but with people in general.
The hotel has nice facilities and good breakfast. But these are not that important to compare operational flexibility and basic communication capabilities.
There was no desk space in the room, and I asked
(1) either to change to a room with a desk
(2) or to bring in what something to be used as a simple desk.
They said that I have to pay 20 Euro to change to a room with a (small, tiny) desk. I refuse to pay any extra as I paid already for more than 150 euro.
I asked to bring something I can use as a desk to use my laptop. They say they can not do those kinds of operations at all!! (They do not know that a virtue of service is the flexibility and the customization mindset).
All these communications were done in a very unpleasant manner.
Then a different service provider joined in and
she used the same very unpleasant tone of saying that
they will offer a room with a desk free of extra charge.
Very, very unpleasant tone was still firmly kept.
In the room I moved to, there was a tiny desk with a stool, that may weight about 10 kg.
I do not understand why they could not move in this tiny desk to my original room.
What if I demanded that they must provide a basic amenity of a desk for a guest for business purpose?
What if I paid 20 euro extra as the receptionist asked?