The hotel I was staying at made a significant mistake on my food. A major screw-up that, under different circumstances, could have led to an industrial-strength lawsuit. But they apologized profusely and said they’d take corrective action. Fair enough; thank you.
When I got back to my room late that night, on the bed was an additional step — a large fruit-and-cheese plate with a bottle of wine. It was very thoughtful and appreciated.
But. (Isn’t there always a but?) But. I couldn’t possibly use the fruit and cheese. Plus, I don’t drink wine. On top of that, I didn’t want to take the wine home for a friend because I don’t check bags.
A very nice gesture, gone awry.
Note to hotel (and by extension to other travel providers): If you want to make amends to a customer for a mistake or problem, that’s great. But ask what would be appropriate. This gift was inappropriate. Appreciated, but wasted. Why not say, “We’d like to make amends. We can give you a gift certificate, or a fruit-and-cheese plate with a bottle of wine, or some bonus points for your frequent-stay account.” (Or whatever.)
I might have declined, because the apology was sincere and sufficient. Or I might have chosen No. 1 or No. 3 in this case. But now, they’ve squandered a good bottle of wine and some perishables that I hate to waste. If I’d known it was coming, I might have suggested a $20 donation to the local food bank instead. For the same amount of money, they would have made me even happier, and done some good for the world. And gotten a tax deduction.
Ask. It’s simple.
(Photo: www.giftbasketvillage.com)
