First: FS in Oakbrook. Last minute emergency stay due to a death in the family. After one of the worst flights of my life, (which actually made the news) arrived in a driving rainstorm; suitcase full of dirty clothes ( I had been already been on the road for a week), with a horrendous head cold and sore throat. Desk clerk handed me a message stating Mr Sophie's plane had been canceled - at which time I burst into tears. Although it was after midnight, within minutes cold medicine appeared, a pot of tea and bowl of soup was delivered to my room; dirty laundry was whisked away with promises it would be returned before 10AM (when I was due at the funeral home) and I was advised that the rate (previously a during the week astronomical biz rate!) had been adjusted to $99 for my entire stay. Clothes were returned, washed and beautifully ironed....and I was never charged a penny for any of it. I will never, ever forget the kindess of that hotel.

Second: San Diego Marina. Part of a convention, hotel was more than sold out. One week prior, a family member lost her spouse. I didn't want to leave her, but couldn't miss the convention. Calling the hotel, they arranged for a waterfront suite, and when we arrived a bowl of fruit, flower arrangement, and a sympathy card signed by many employees was in the suite. No charge for the upgrade - and I know they could have sold it many times over. Again, unforgettable kindness that made a real difference.

There are certainly other, (happier) examples! But these two stand out, not only for the kindness - but the fact that the hotels had to really go out of their way to help - when it would have been so easy to do otherwise!