kjbtraveler-
i am not in the hospitality biz but rather, tech support for a retail chain. I was in one of our stores talking on the phone with an IBM rep who commented about how pleased she was with one of our products, but upset with herself for not taking advantage of a special offer at the time of purchase. I happened to be sitting next to a district manager and i asked him if we could do something for this woman. Without hesitation he said he would be pleased to extend the offer to her. When I asked another DM the same question he said he would've done the exact same thing. My point is that when you already have a customer, you should do everything possible to KEEP that customer. Companies spend millions of dollars a year to get you in the door and nothing on customer satisfaction training to keep you there. Nordstrom (not my company) gets tons of good press for their 'remarkable' customer service which is nothing above and beyond what most retailers were doing as a matter of course 40 years ago, but today it seems unique. I have stayed at the SF Marriott many times and the lounge is quite spacious so, unless you are Paul Proudhomme, I can't imagine you would take up very much space (or eat much food, sorry Paul). So they saved, what, $10 a day and lost a good customer, possibly for good? Unbelievable!