The right way
There's a right way and a wrong way for a business to handle a mistake. Everyone and every business makes mistakes; it is how they handle the mistake that demonstrates their ethical quality. During a recent stay at Crowne Plaza Charlotte, a dessert I had in my room was spoiled in its middle, not obvious from the outside. It made me quite ill and I could not leave the next morning as planned. After informing the hotel of the problem, every staff member I spoke with in the kitchen and at the front desk fully accepted responsibility, expressed genuine concern that I was OK, apologized, and offered some way of making amends. The General Manager called me as well to apologize and was very kind and generous in dealing with me and my situation. I could not have been treated any better. The Crowne Plaza Charlotte knows the right way to handle a problem. 5-Star treatment through and through.