Length: about 7500 words.
This publication focuses on the topic of refunds in a hotel setting. As the author sees it, refunds are generally issued by hotel staff who believe that they are important for retaining customers that have not enjoyed their stay. However, Lambert, a former Hotel Manager, depicts customers as often primarily concerned with getting refunds as opposed to paying for service. In counteracting what he regards as a form of con-artistry, Lambert advises on a procedure that aims at avoiding complaints to begin with through marketing. He then moves on to challenge hotel workers to be responsive to guest complaints – so long as they are both reasonable……and timely.