Originally Posted by
Aventine
FS is a top tier hotel brand because a lot of other people staying in lesser chains have been walked for far less.
All of what you said is true but they would less willing to piss off a FSPP agent and their agency. Agencies bring a lot of business to FS hotels and it isn't wise to let a case fester like this one. This is a bad stain on that GM's record because he could have solved it in the beginning as OP stated two posts back. The dinner and margaritas was just insulting.
Couldn't agree more. It shouldn't have required corporate to get involved in order to secure an acceptable resolution for the guest from the GM. A dinner and margaritas which cost the hotel virtually nothing is not sufficient service recovery. Anyway, glad that this was resolved to your satisfaction in the end. I sometimes think that if a GM reached out to try and solve these things before they fester they would end up paying less service recovery than waiting until it does and then paying more.