FlyerTalk Forums - View Single Post - Service recovery or get it right the first time?
Old Oct 16, 2017, 8:33 am
  #2  
Often1
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Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
If it is a true luxury hotel, luxury means getting it right. But, even the best-trained and most attentive operations louse things up on occasion.

When something gets loused up, it is all about making it right and doing so without much attention by the customer. If it cannot be made right, it is about doing something as a gesture.

On the other hand, every place has its limits and what you consider annoying may not be to others and most particularly not have been a problem for the property in the past.
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