The mess that was our last US Hotel stay at the Hampton Inn at Atlanta Airport (see here and here for the tale of woe) has had a partly pleasing resolution.
Whilst waiting at San Francisco airport (look in the September archives for all the adventures we had there) I logged on to the Hampton Inn website and lodged my complaint listing all the reasons for my dis-satisfaction in a reasonably long, but polite, email.
Two days later I received an email telling me they were sorry and were passing it on. Five days after that was another "Sorry" email. No more contact.
Then I checked my Credit Card (online of course) and found that they had credited the cost for both rooms.
The reversal of the room charge was fair considering Hampton Inn's guarantee:
However, the key to good marketing is to turn any complaining customer into a loyal customer. Further contact would have clinched our future support.
Whilst waiting at San Francisco airport (look in the September archives for all the adventures we had there) I logged on to the Hampton Inn website and lodged my complaint listing all the reasons for my dis-satisfaction in a reasonably long, but polite, email.
Two days later I received an email telling me they were sorry and were passing it on. Five days after that was another "Sorry" email. No more contact.
Then I checked my Credit Card (online of course) and found that they had credited the cost for both rooms.
The reversal of the room charge was fair considering Hampton Inn's guarantee:
As always your stay is backed by the 100% Hampton Guarantee. If you're not 100% satisfied, we don't expect you to pay. That's our promise and your guarantee. That's 100% Hampton.TMSo the credit was just fulfilling their guarantee - for which I am quite grateful.
However, the key to good marketing is to turn any complaining customer into a loyal customer. Further contact would have clinched our future support.
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