When Barbara Kaplan checks out of her hotel after suffering an apparent allergic reaction, a manager promises her a refund. So where’s the money?
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When he checked out of the Renaissance Fort Lauderdale Cruise Port Hotel last month, Joe Gagnon left a favorite sweater draped over a chair in his room.
Gagnon has booked plenty of Renaissance and Marriott properties in his 17 years as a travel agent, and he knows the chain’s reputation for excellent customer service. So he assumed the hotel would help him find the blue V-neck pullover and send it to him.
He thought wrong.
“I’m getting nowhere,” he says. “This seems like something that should have been pretty easy to fix.”
Read more “Can this trip be saved? A lost sweater — and now, radio silence”
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?
Read more “Can this trip be saved? There was a meeting in the ladies room”