what, customer service and the power of choice...

customer service, the operative word being customer, when did the customer stop being right and start being nickeled and dimed and treated badly by the hospitality industry and others? Stephanie was telling me how she was woken up by a customer at 5 am who wanted to stay at the motel. The customer rightly wanted a discount at that early hour. Stephanie offered them a late checkout until 2 pm with a fee. Not exactly what the customer wanted. The customer was from Nevada and decided to stay somewhere else. Good for the customer. Now admittedly, Nevadans are spoiled by hotel casinos going the extra mile, giving comps and discounts and great prices (usually)... AND this is the first time I have ever heard of a late checkout fee. I usually opt to stay until noon or 1 pm and have NEVER been charged a fee for checking out late.... [read full story]