Last weekend my wife and I stayed at this hotel for one night. On trips like these, all we are looking for is a comfortable place to spend the night and easy access to a major highway — two things that the hotel provided. But when we arrived at the hotel, we saw that there was major renovation going on. Since we were not really going to spend a long time there, it did not bother us. We headed to our rooms and settled down. As we were about to go to bed, we started to hear very loud music. There was no way we could sleep. We called the front desk to complain and were told that the party will go on till 11 PM and there was not much that they could do. We were somewhat disappointed but consoled ourselves that we could just chat till then. 15 minutes or so later the phone rang again. The manager was on the line offering us to move to a different room. By this time we were already in bed and told her that as long as the music stopped at 11 PM, we were fine where we were and were too lazy to move. For causing us all the inconvenience, she offered free breakfast for us next morning and also waived our parking fee. She also came to our door to personally deliver the voucher.
Whatever bad feelings we initially had, all but disappeared. We love the hotel chain (especially their beds) and would go back to Westin definitely in the future. I hope companies can learn from Westin and recognize that small things make a big difference in creating customer loyalty. If they had not been so apologetic and generous, we would have ended our long-term loyalty with them due to just one bad experience.