How an issue is handled makes all the difference. Monaco made the difference.
We've stayed in this property a number of times since 2001. We've also stayed in Monaco's in San Francisco, Denver and Seattle so we're pretty well versed. We love them. Here are the words I use to describe them: great, comfortable, friendly, cozy, unique, eclectic a bit and full service. I love the wine hour and complimentary (very good) coffee in the morning. The entire staff couldn't have been nicer from the bellman at the door as we dropped off our car to the check in and everyone else. I rate them a 10. We were upgraded to Suite 1111 (at a discounted rate). The carpets we're heavily stained and quite pitiful. We should have been warned. Anyway, upon checkout, I was asked how everything was and I mentioned that the carpets need replacing. With no hassle or muss or fuss, she took the upgrade charges off the bill (about $125). I told her that was fair (which I felt it was). The moral is that customers don't always expect you to be perfect. Its how you respond that makes all the difference. Hotel Monaco responded very well. The only thing they might have done differently is to warn us at checkin that they carpets were stained and offered to put us in a different room or mention not charging an upgrade fee. No surprise is the best surprise. Without this carpet issue, I would have given them a perfect overall rating. In the past, I have. For more on customer service, read our book Negotiate Anything! Secrets to Make Businesses Treat You Fairly - available at Barnes and Noble and Amazon in print and ebook format.