We were a family with grandparents and a baby travelling. On the first night, the air conditioner in grandparents' room did not work, the hotel staff moved them to another room for one night and promised the air con will be fixed on the next day.
On the next day, the staff said the air con was fixed and grandparents moved back to their original room. However, the air con only worked for 5minutes and then went out again. The staff said the hotel was full and requested grandparents to stay in our room, and the hotel would not charge us for unused room as a 'compensation'. It was not an option for us as the bed is not big enough for us and the baby and the room was not big enough to let 2 extra person sleeping on the floor.
The staff then offered to move grandparents to another Mr Kinjo hotel on the other side of the city centre. We requested the hotel to either move us all to the other hotel, or book us in another hotel nearby at their own cost. The staff refused both options, saying there is no hotel nearby and there is only one room available at the other hotel. After wasting hours dealing with this hotel, they finally moved us all to the other Mr Kinjo hotel. We also requested an explanation and a compensate for our loss (time cost, ruined travel plans, etc.), which the hotel staff rejected saying the other hotel was more expensive (although it was not what we wanted). We asked the staff to escalate to the headquarters, which replied nothing but "wish to see us again"
