Originally Posted by Pickles

Once a few years back I had a situation at the FS Philadelphia (a total power outage that was pre-scheduled but not mentioned until I checked in). At check out, I complained, and all I got was a "sorry, thoughts and prayers" kind of thing. Wrote a letter to Kathleen Taylor (then CEO) and it all rolled downhill from there. Got a letter from one of her minions with an upgrade certificate plus a full refund of my stay at the FS. So escalation seems to be the best option here.