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?