I don't think expecting to be able to get on the internet is asking too much in a hotel nowadays. In fact, when I booked two nights at the Best Western Anglo Swiss Hotel in Bournemouth I specifically asked about it. I was told all rooms had WiFi and what's more, there would be no charge. Excellent, I thought, exactly as it should be.
Except that it isn't. They can't connect me. They can't even really be bothered to try. So I've said that I will be checking out after one night instead of two and I'll drive home tomorrow night instead of on Monday. Then they tried to be difficult about a refund until I gently pointed out that it was they who had failed to deliver the promised facilities. Even then they tried to say I'd have to ask Best Western for a refund as they couldn't pay it directly from the hotel.
At that point I started to see red. To cut a long story short I will be getting my refund.
This sort of experience happens far too often in British hotels. Too often the phrase 'customer service' means little. I recognise that from time to time things go wrong. That's life. But when the customer is made to feel as if it is he who is being unreasonable in asking for what he was promised then something somewhere isn't right.