True, but the problem comes in when employees routinely do not know certain policies which are usual and customary. For example, whenever I use a second night coupon, invariably, I have to go to the front desk at check-out to get credit for being overcharged by one night. I would guess than 1 in 5 hotels correctly process the coupon.

However, I don't blame the desk clerks. I blame whoever was in charge of the training.