“Difficult start, but good recovery”
We arrived to find that the two babybeds were not in the room as we had requested in our email to the hotel. Luckily, we had one portable cot in our luggage (we were on our way home from holiday) and the hotel managed to get hold of an extra one. They were full of apologies and actually provided the second cot by asking a member of staff to go home and borrow one from his home! As it was getting late, it meant that we had two tired, grumpy kids up for an hour longer than necessary, while we sorted out the problem. However, things went fairly smoothly after this and they even reduced the bill a little to make up for their mistake. So overall, they responded well and did their best to make amends.