My first thought on reading the hotel’s response was that someone’s teenage delinquent had hacked into the hotel’s email and replied to the complaint. This is unquestionably the worst breach of common sense I’ve ever encountered.
Naming the hotel would allow the rest of us to vote with our credit cards.
I’ve lost track of the times I’ve reminded the front desk people of the rules about giving our room numbers. My fave is locking my key in my room, asking for another at the front desk and having it immediately handed over. Since the majority of hotel people seem to be very nice and reasonably intelligent, I have to assume this is a training issue.