Is this too much compensation? Men’s room mixup nets guest $200 gift card from Marriott

This column is usually called, “Is this enough compensation?” because frankly, the travel industry often doesn’t have a clue about customer service.

Then again, maybe I’m clueless.

Here’s why: Back in April, I received a note from Mark Gross about an uncomfortable incident at the Renaissance Tampa International Plaza Hotel. I didn’t think it was worth bringing it to Marriott’s attention. Neither did a majority of my readers.

But apparently Marriott disagreed with me about the seriousness of the problem, and compensated Gross very generously.

Did I misjudge this case?

Can this trip be saved? There was a meeting in the ladies room

Mark Gross was in the wrong place at the wrong time. Specifically, it was a room at the Renaissance Tampa International Plaza Hotel in Tampa that no man should ever enter. But I don’t want to get ahead of myself.

The question we’re presented with this morning is the following one: What does a hotel owe a guest when there’s an honest misunderstanding that leads to profound embarrassment? Is an apology enough?

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