Originally Posted by Fraser
what happened in order for people to invoke the guarantee, whether there was some 'bartering' involved etc...
From someone who spent a long time on the other side of the desk, when I worked for a Hilton franchise we weren't supposed to bargain. The theory behind it was that the few who would claim the refund without merit would be counterbalanced by those who genuinely had a problem. OTOH, that didn't stop us from probing to get more information.
Originally Posted by Cordelli
Usually it's a string of events, each one on it's own not enough to make it worth asking for a full refund, it's always a plesant surprise when they issue the credit.
We said if one thing happened during a guest's stay, something else would inevitably happen. It's fate.
MCT