All managers make judgement calls. We can hope for the best in our situations, but sometimes it doesn't work out that way.

What we should focus on is how the situation was resolved.

I have been most fortunate in having probs at Marriot properties being resolved very well.

I do not expect all guests to have all glitches resolved correctly, but whether it was to my complete satisfaction or not, I at least always got a face-to-face meeting with someone who was empowered to resolve the issue...whether it was to my complete satisfaction or not, it was at least reasonable and explained to me.

Try to get that from your typical airline!