I had stayed at the upscale hotel many times before so I knew what to expect, which is why I kept returning.
Yet on this beautiful warm May evening as I went to check in, the front desk computer froze. The clerk apologized. Oh well, I offered. It happens, no big deal. But 20 minutes later, the computer was still frozen and I was still standing, bags in hand, not checked in. As an apology the front desk clerk offered an upgraded room, complimentary Internet service and breakfast on the house. Very nice and much appreciated, but I couldn’t take advantage of his generosity without a room. Tick tock. Another 10 minutes passes. I’m still waiting.
So I ask for a manager and inquire if he could put me in a room and retrieve my information later. Sure, he says. As an apology for my inconvenience, he’d like to send up a complimentary bottle of wine. Great. [Read more…]