I’m researching an article about hotel cancellation policies for the Washington Post, but one of the stories shared by a reader resonated with me so much that I just had to pass it along. It’s another heartwarming, almost too-good-to-be-true tale of customer service.
Last winter, Lauren Staley and her husband were driving from Colorado back to California, where they live. They’d planned to spend the night at the halfway point, in Elko, Nev. But they never made it.
“A huge snowstorm caught us unaware,” she remembers. “We ended up stopped on the Salt Flats [in Utah] for several hours due to an accident, and by the time we got moving again the sun had gone down and the roads were completely iced over.” Read more ““I never forgot how kind this hotel was to us””
The recent superstorm and series of nor’easters that slammed into the East Coast grounded tens of thousands of travelers, including Neil Weiss.
Fortunately, most travel companies waived their usual rules, offering those delayed by the storms a refund or a credit. But not all travel companies. Weiss, an editor for a trade magazine based in Cherry Hill, N.J., found an unlikely roadblock to his refund: his online travel agency. Read more “After the storm, who has your refund?”
The deadly storms that left large swaths of the East Coast without power just before the Fourth of July holiday provided an uncomfortable lesson to hotel guests like Ken White: Always call to confirm your reservation — especially when the place you’re visiting is reeling from a natural disaster.