It’s worth a nickel
A few months ago, I wrote about some trouble I had at the Holiday Inn Newark International Airport.
After writing, I learned that—adding insult to injury—the hotel had even charged us for extra parking (three cars instead of two).
On July 1st, about a month after sending my letter, I got a call from Jason Lee, who works in the executive customer support area for Intercontinental Hotel Group. I can’t overstate how pleased I was with IHG’s reaction to the whole thing.
Jason never made any excuses about what happened. He simply apologized, said the hotel manager could have made things right himself, and offered to reimburse me for 100% of my costs.
About a week later, I had a check for $185.01.
In less flattering news, my cousin is now calling me CAM. That’s Consumer Advocacy Man, for those of you not in-the-know.
