I had an agent totally foul up a reservation some months back. They cancelled my reservation to switch me to another resort, then fiddled and diddled and let the room get away. Of course, by that time, my original room was gone as well so I was stuck without a room.
I was thinking about changing the dates of my trip anyway, so I didn't complain or say a word. I just took it as as sign from above that I ought to go ahead and change my dates.
But I must say that I couldn't understand at the time why she was canceling one reservation and then taking forever to book the other one. As I recall she was typing in the name of each and every person who was going to be in the room, and that information is absolutely unnecessary to book a room, particularly when it is the only one available! Like I said, I didn't say a thing and just changed my dates. BUT, if I hadn't been able to change my dates I would have raised holy hades and would have been justified in doing so.
Like I said, I tend to be an easy-going person most of the time. When I check in I have only one request, and that is a non-handicapped room. I actually tell them that I don't care about the view, feel free to give me the worst one so somebody who cares can have it. When I tell them "any floor will do" they just look at me, because everyone apparently wants to be on the higher floors.
BUT, if I plan a year in advance and do everything I'm supposed to do, and I call in and some agent fiddles and diddles and doesn't do their job, don't expect me to be happy and pleasant about it. Perhaps I'm still irritated about my own experience six months ago when I did nothing but grin-and-bear-it, but this is just my view.