Admiral Inn Hamilton

I gave this hotel a 2* ONLY because of the extremely RUDE young lady on the front desk, March 7th in the afternoon. She REFUSED to provide her name and this hotel doesn't wear name tags 🤔 unusual for a hotel as this is a customer service issue. I checked in for 1 night, however, suggested I may need to stay for 2 nights. I have recently lost my son, suddenly, on Christmas Eve and needed to visit the Woodland cemetery, Field of Honour and arrange his headstone. The morning of March 7th I rang down to the front desk. I spoke with a charming young man who said I should pop along, any time, and just authorise my credit card for the 2nd night. I returned home from the cemetery early afternoon. My room was locked without access. I waited several minutes as nobody was at the desk??.? Finally, a dark haired 20 year old appeared. I explained I had been locked out. Yep, she said, "You MUST pay me for a new night". I asked her why as I was staying another night. Her RUDE response was, "I have a message that tells me I have to charge you." She never made eye contact OR explained why I had to pay. I tried to explain to her, if I was coming in as another NEW night, she would want another $200 deposit.. I tried to ask her why it wasn't simply going on my already opened account. The person said, "I'm doing what the message says and YOU are being rude to. Me!!" I was discussed that she had the audacity to accuse me of being rude. There was no explanation as to how the hotel prosesses payments, nothing. I asked to speak with her manager. Again, RUDE," my manager isn't here. " Then, she walked away from the desk into the back office. I watched her on the phone. When she returned she said, again, she was to collect the money for a new night. Now we are into a nasty dialogue one of which this person was digging in her heals. I asked her name and she stared right through me. Her eyes were piercing and defiant. Her lips refusing to speak. I asked again for her superior. With that, she turned around, said nothing, walked away and closed the door of the back office. I stood there trying to understand why I was ignored. Where had she gone? Did she quit? Was she ever coming back 🤔 After several minutes she returned and handed me a 📞 handle. No words, no explanation, just a telephone. I asked her what it was for? "WELL, YOU ASKED FOR A MANAGER." On the phone was John, the operations manager... I explained the situation. John apologised for her atrocious behaviour and used the excuse that she was new. There was a 10min conversation where I was invited for coffee and asked what I wanted. A night's FREE Stay would have been appropriate, however, it wasn't offered. I ended up having my card authorised for the 2nd night. The person did not apologise to me for her rudeness, instead she, sarcastically said, "HAVE A NICE DAY." as I walked away. If any of my staff spoke to a customer the way she did, they would be terminated on the spot. The following morning, the nice gentlem