KudoSpot.com

Several years back, I was scheduled to attend a large

meeting in San Francisco, and I booked a reservation

at the Palace Hotel. They were offering a package called

“A Taste of Luxury”, which offered 3 nights in a standard

room, plus breakfasts, for a reduced rate.

Unfortunately, the day that I was to leave for the meeting,

it snowed 42 inches in my home town (Denver). Being

concerned that they would give my room away, I called

the hotel, and they said “no problem-we’ll just prorate

the package for the nights that you are here”.  When I

finally arrived at 10:00 pm the next night,  they told

me that “we didn’t have any standard rooms left, so

we upgraded you–hope that it is OK”. It was more than

OK- they put me in a corner room with a posted rack rate

of $1000/night, rather than the $150/night standard

room that I was expecting.

They could have just rented my room to someone else,

since hotel rooms were at a premium that weekend.

Instead, they went the extra mile, and now they have

a customer for life. Kudos to them!