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.
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