nickel and dimed
I stayed at the Cosmopolitan during a terrible ice storm in Fayetteville. When I arrived, there was no power--no heat, no hot water, no lights, no food--in the hotel, but this was true all over town. This went on for 36 hours, and the rooms were frigid. The hotel's staff were in the same boat, though, and from what I could tell they did their jobs well, especially the support staff. My problem was that the hotel management decided that there would be NO discounts whatsoever because the power outage was not their fault. So they made everyone pay full price for a hotel with no lights, heat, food, services, not even lockable doors, and seemed to see no problem with that policy. By offering a free night--even half off for the night with no power--they would have earned my loyalty. Now, it's unlikely I'll be back when I have to come back to Fayetteville.
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