Missed Opportunity

March 17, 2005

I recently canceled a room with the Omni Hotel in Austin. I was past the deadline for a refund, so I wasn't optimistic I could get one. But the reason I couldn't travel was due to bad weather, so I decided to try my luck. Thankfully, the lady on the phone was gracious, in a good mood, and willing to provide the refund. At least that's what she told me. A week later the charge appears on my statement. I call back, and of course I had forgotten the lady's name. After three phone calls I had been denied, then again awarded an exception to the policy and was given a refund. Why didn't they get it right the first time? My wive LOVES Omni hotels, and I was a fan, too. But now, even though they've ultimately conceded my request, a bitter taste remains. If you are willing to go the extra mile for a customer, do it during the first round so any goodwill on your part is not offset by the inconvenience suffered by your customer.