Frustrating experience at Waldorf Astoria Orlando over a bottle of lotion
Currently staying at Waldorf Astoria Orlando as a Hilton Diamond member if it matters. This turned into a frustrating experience because of repeated communication failures between the front desk and housekeeping.
Our bathroom had two hand washes but no body lotion, so I requested lotion through chat. They said they would send it right away, but nothing arrived for over an hour.
Since our 1-year-old baby was sleeping, I said I could come downstairs to pick it up myself. They again said they would send it up immediately.
I specifically asked them not to knock or ring the bell because of the baby. Someone came, rang the bell, and woke the baby up. They did not even bring lotion and instead asked what service I needed. Because of a language barrier, they did not understand lotion and left.
I contacted the front desk again and explained the situation. I said either I would pick it up myself, or they could leave it outside the door without knocking or ringing the bell. They apologized for the miscommunication, promised not to disturb us again leaving the lotion outside the door, and said they would also send a small amenity for the inconvenience.
Later, while I stepped out and my wife was taking a bath, they rang the bell AGAIN. Our baby woke up crying again. My wife had to run to the door soaking wet with only a towel on to stop the ringing and receive the lotion. No amenity ever arrived.
At that point I was honestly frustrated and spoke to the front desk in an upset tone. They apologized again for the miscommunication and disturbances and promised it would not happen again saying please allow us to make it right. That’s it.
All of this over a simple bottle of lotion. I spent nearly 3 hours chatting, waiting, and dealing with repeated disturbances instead of enjoying the stay.
Am I overreacting here? What would be considered reasonable compensation in this situation if it is appropriate, and how would you approach it?