Fragile ego at the frontdesk

From the other side of the front desk: This happened a few years ago in a medium-sized city in Germany.
My family and me were chilling out in our room after a day of sightseeing, when the door was opened, with a key(card). I expected a house keeping or similar employee, but it turned out to be a very drunk hotel guest. He said that this was his room and he needed to use the bathroom. At the moment my daughter was using the bathroom so I stopped this drunk guy from going into our bathroom. Luckily he was not very aggressive, but he could hardly walk or talk.
It turned out that he couldn't find his room, or his keycard and had gone to the reception desk where they had simply given him a new key card for the room number that he mentioned, without checking if this was, in fact, his room. Although he was obviously very drunk, thay just took his word for it that that was the correct room number.
When I spoke to the responsible reception desk clerk, he uttered a hald hearted "Sorry" and that was it. Being quite annoyed, I asked him if this was normal procedure to just hand out key cards for random rooms to anybody who would ask.
This made him very angry and he said he didn't like my tone. In his view, he already apologized and the matter was dealt with. He wasn't going to speak to me any more, because "I didn't respect him as a person". In his opinion, this major f*ckup was appropriately dealt with by his half-hearted "sorry" and I should have left it at that.

Since he was no longer cooperating, not even invalidating the key that the drunk guy still had, I was looking for the police number on my phone when another desk employee came to my rescue. He handled the situation properly, profusely apologizing and offering a complementary breakfast and some other things.
Meanwhile, the first guy had changed his mind about no longer speaking to me and interfered by proclaiming that I should apologise to him, at which I laughed in his face.
All in all, the second employee handled the situation professionally, while the first one was very concerned about his bruised ego.

Edit: I later emailed the management, telling my point of the story and praising the second employee. The hotel manager, in his reply stressed the fact that the first employee did apologize, which in his (the employee) eyes should have been enough, but that's my interpretation. Th fact that he didn't even begin to talk about how to fix this, let alone actually fix it, didn't seem to matter. Anyway, I was invited back to the hotel as they wanted to make it up to me. I pointed out that for me, the matter was settled, and probably wasn't going to be back in that area soon, anyway.