Whom is the man probably complaining to?

W: Good morning. Can I help you?
M: I’d like to make a complaint about my holiday in Paris last week.
W: I’m sorry to hear that. What exactly was the problem?
M: First of all, the coach taking us to the hotel broke down and we had to wait for over 2 hours in the terrible heat before our replacement arrived. Then when we got to the hotel, we found our room hadn’t been cleaned.
W: Oh, dear. Did you complain to the hotel staff?
M: Of course, but we were told all the cleaners were off duty. Anyway, that’s not all. The people in room above sounded like they were having all night parties every night. I demanded another room but the receptionist told me the hotel was full.
W: Oh, I see.
M: And the worst thing was the food in the restaurant was awful. It was so bad we had to eat out all the time despite having paid for meals in the price of our holiday.
W: I do apologize. I’d like to offer you a20% discount on the price of one of our autumn breaks as a gesture of good will.
M: A 20% discount? You must be joking. I want to see the manager.