No. 1a best service recovery--Amanwana, May 2009. We arrived having confirmed in advance that they could cool the tents to 20 C at night. It was 26 C in the day but were assured it would cool down. It didn't. GM came and brought 3 fans to cool for 1st night...and promised he'd fix it the next day. Next day, they flew in 2 new air con units from Lombok to replace those in our tent...which brought it down to 23-24 C. They also flew in from Bali a portable air con unit, cut a hole in tent window, and that brought it down to 21 C at night. While not perfect, I was mightily impressed.

No. 1b best service recovery--Amanwana, May 2009. After diving turned out to be not so good, and with the above air con during day not great for me, and water extremely warm (33-34 C!), I asked GM if it were possible to depart early and stay at Amanusa instead. Within 30 min, GM had us switched out to fly next morning to Bali for rest of our stay in the Amanusa Suite at Amanusa. No charge.

No. 2 best service recovery--St. Regis San Francisco, Dec 2016. After a poor service/air con/blackout stay in Dec 2015, the hotel comp'd us an Astor Suite for 3 nights in Dec 2016. After 2 prior paid stays in Metro/Astor Suites the month prior, they still upgraded us to the Metropolitan Suite on the comp'd stay, and responded to my blackout shade complaint by installing a 3rd set of shades for the bedroom. They also sent us champagne for our first night's dinner at Quince, gave us comp rides in the hotel Bentley, provided comp'd tea service, and provided comp'd spa treatments. They really went overboard...but that's why I almost always stay here whenever in SF.

No. 3 best service recovery--The Upper House, May 2014. After air con failed on our first of 2 nights, I wanted to leave after not sleeping well at all. Their response changed my mind. They went overboard. They upgraded us to amazing Suite, allowed us super late check out since our flight didnt leave until midnight, comp'd us drives to all restaurants/metro station, airport transfers, and gave us so many extra treats and gifts that it became a little ridiculous! They really turned it around and made us feel like VIPs and part of the family.

No. 4 best service recovery--Gritti Palace, Oct 2016. Had issue with private driver/boat transfer on our return from dinner at Le Calandre--forcing us to wait almost 45 min for transport. Only service miss in our entire stay. Mentioned it but didn't ask for anything, since they'd given us major suite upgrade already. Next day, head concierge told us they would comp our private Riva boat experience (a 1200 euro comp!). I actually tried to decline, as that was ridiculously more than necessary for the service miscue (the private driver was only 300 euro, after all). But the head concierge and later the GM wouldn't budge. An amazing and supremely generous offer.

No. 5 best service recovery--St. Regis Bora Bora, April 2015. After several breakfast and morning coffee service fiascoes/misses, and then a few housekeeping misses/screw-ups, we finally complained to the Asst GM. That was the end of our service issues--and the beginning of heaven! (They'd already upgraded us to the Royal Villa, which is why it took quite a while before I even thought to complain.) Our butler was assigned to us 100%, something I've never seen at any St. Regis or any other hotel anywhere...and our stay was crazy perfect from that point forward. It truly made our stay feel like we were at our own private villa amidst a resort community. She was incredible. Unforgettable.

No. 6 best service recovery--Halkin by COMO, London. Oct 2013. After an air con fail and service fail fiasco on our first visit a year before, the Halkin had comp'd us 2 nights in their COMO Suite with terrace. We paid for the 3rd night at discount. It was a flawless stay this time! They treated us like gold..which is why we love this hotel.

No. 7 best service recovery--Amankila, May 2009. After noticing people could see into our Pool Suite where we often were naked, we asked if someone could hang something to seal the "window" that permitted the lack of privacy. We left for a bike tour and returned to learn they upgraded the couple near us so that no one would possibly come/go near us and see thru the window--and they wouldn't use that nearby suite to avoid the problem. Elegant solution for us and the other couple, too!

No. 8 best service recovery--Aman Summer Palace, Beijing, May 2012. After the most ridiculous, horrible screw-up with breakfast ever by no less than the F&B Manager, which we still can't believe, delaying our outing for the day for no reason, the hotel comp'd us 1 night and then--over my protest--the GM went above and beyond comp'ing us a massage and a meal in the Continental restaurant for our final night with wine of our choice. (We chose an inexpensive wine.) It was a stupid, unbelievable screw-up...but reaffirmed how Aman recovers better than anyone.

No. 9 best service recovery--St. Regis Lhasa, May 2012. After an air con fail and numerous service screw-ups, more screw-ups with food orders, drink orders, and even follow up from management, the hotel upgraded us to the amazing Everest Suite...but the final touch was the comp'd final tasting menu dinner to make up for the many F&B misses. It was a wonderful meal (our only good one at the hotel!) and a beautiful gesture.

And then, on the other end:

Worst service recovery--Halekulani, Nov 2007. Was there for dive holiday gift for my hubby's 50th in a paid Diamondhead Suite. had several small but stupid mistakes in our first day or two--but nothing major. First morning, had pre-ordered breakfast hanging on door since we had to depart by 7 am. Second morning, that same breakfast order never came...and we discovered they never picked up the door menu! Complained before rushing out without breakfast, expecting to be comp'd a meal for the error. Returned to be given another bottle of the $6 wine that graces most of the rooms. I was pissed. After working through several managers, it became apparent they thought we lied about putting out the menu. They were "investigating". We were in a paid Diamondhead Suite--really? Ended up talking to the GM, one Ms. Cxxxxx--I'll never forget. She was as incompetent as a management trainee. She ended up leaving the hotel when she had agreed to call us back. I ended up writing emails to the entire executive team at the hotel and its parent corporation--but never heard a peep in response. Then I discovered a letter had been mailed months later to my work address mailbox with a poorly written apology letter indicating they had refunded 3 of our 5 nights. Only then did I check and realize they had refunded 3 of our 5 nights! They handled the matter poorly on-site and handled it just as poorly after the fact even as they were trying to be more than fair. I refused to stay at the hotel again until Ms. Cxxxx was no longer the GM.