Sick …
While on a business trip and staying at a Marriott Residence Inn in Tewksbury, MA, I became ill and required emergency surgery. After one night's stay at the hospital, I returned to the hotel because I couldn't travel home. The folks who worked at the Marriott took care of me. They made sure that I had meals; provided extra bedding, towels, etc.; and continually monitored how I was progressing until I could travel (about two days later). – Alan Zimmerle, managing principal and director for Hewlett-Packard's Public Sector Consulting Services business

… and Harried
Years ago, I checked in very late at a leading hotel chain's property in San Francisco. They had no rooms remaining, even though I had a confirmation number. Rather than do much to help me, they sent me to the taxi line and told me to go to another hotel at Union Square, where I was told I would be expected. It was raining very hard. Instead of offering to take me to the other hotel in the hotel shuttle, they made me wait 20 minutes for a taxi. When I arrived at the second hotel, they had no clue as to who I was, but treated me very well just the same. What the first hotel did not know was that I had a family connection to the chain. After my trip, I sent a rather pointed letter regarding the service I received at the first hotel and mentioned my uncle, who was the former CFO of the entire chain. In response, they could not do enough to make it up to me. I was offered a free stay in a suite whenever and for however long I wanted. I wonder if they would have done the same if I had not mentioned my family connection. This gave me a bad impression of the chain, and they are now lower on my list of preferred hotels. – Mona Steinberg, account executive, Hewitt Associates.

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