Three months ago, I completed the Hotels.com FiveStar promotion, proving three hotel stays over the last year and received FiveStar service in return. I never really expected any service improvement by being a FiveStar, versus regular Hotels.com Welcome Rewards, member -- I did the promotion mainly because I was also registering for the Hotels.com free-night promotion.

I've changed my mind. I just got off the phone with "John" at FiveStar. About twenty minutes ago, I called FiveStar about a hotel booking I canceled two days ago. My cancellation email had suggested I wouldn't be receiving a refund, which I knew was wrong, and so, out of an abundance of caution, I called to make sure the refund would process. I spoke with John, who first helped me find my reservation after I realized I didn't have my FiveStar member number handy (I thought the Welcome Rewards number would suffice). He found the reservation, though not the FiveStar number, and said the refund should go through in two or three more days.

Five minutes ago, I get a call from "Private Caller" on my cell phone. It's John: he had researched the reservation, found that, for some reason, the refund ($33.10 -- I had used a free-night credit for the rest of the reservation) had not automatically processed, and gone ahead and credited the payment back to my Visa. John had also sent me an email, one whose plain text and lack of logos suggests he typed it up himself, confirming all of the details of the refund.

Finally, John had done some digging, found my FiveStar number (which, because my reservation had been cancelled, was no longer attached to it), and wanted to let me know it for future reference.

This was not an extraordinary feat of labor on his part; it took him about ten minutes and he didn't have to overrule any company policy. However, it was entirely unexpected and unrequested. When he initially told me the refund was processing, I believe he meant it; that he delved further to ensure it was just an act of concern for a customer. Also, I doubt any agent is expected to track down customers to provide them with their membership information and spare them the hassle of finding it themselves.

So, a thank-you to John at FiveStar. My first interaction with the program yields better service than my experience with any other elite-status membership I've held. I've learned that an ethos of reciprocity is the foundation of a good business, and I'll reciprocate your service with my loyalty.