I do a decent amount of travel and have become a frequent customer of hotels.com over recent years.

Just before flying home for the Holidays, hotels.com called me out of the blue to tell me that the hotel I chose had decided to shut for the week and had notified them they were moving me (and upgrading me) to a nearby by hotel within the same chain.

This wasn’t great news, but I appreciated the upgrade and it didn’t really affect my plans.

I thought nothing more of it until I returned home and found a letter from hotels.com in the mailbox. As I opened it, I did wonder if it was related to the small travel snafu but was completely floored to receive a $100 travel voucher for the inconvenience!

For a Web retailer (where so much of the relationship is by email), I thought it was a really nice touch to go to the trouble to send something tangible – old-fashioned, in a very 2010 sort of way.
-Suzanne

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Suzanne Worwood

Suzanne Worwood is VP of Merchandising and has been with 4imprint for 14 years. Inspired by the retail environment and her own world travels, Suzanne writes about all things product: trends, uses, colors, designs.

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