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Yours is a Very Bad Hotel A graphic complaint prepared for: Joseph Crosby General Manager Lisa Rinker Front Desk Manager DoubleTree Club Hotel 2828 Southwest Freeway Houston, Texas
In the Early Morning Hours of November 15, 2001, at the DoubleTree Club Houston, We Were Treated Very Badly Indeed. ,[object Object],[object Object],[object Object],[object Object],[object Object]
Refused Rooms… Even When We’re “Confirmed” and “Guaranteed”? ,[object Object],[object Object],[object Object],[object Object]
Quotations from Night Clerk Mike ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
We Discussed With Mike the Meaning of the Term “Guarantee.” ,[object Object],[object Object],[object Object],[object Object],(Save this for your future reference .)
Mike Didn’t Much Care.  ,[object Object],[object Object]
Quotations from Night Clerk Mike ,[object Object],[object Object],[object Object],[object Object],[object Object]
The Career Path of Night Clerk Mike (He peaked last week.) November 15, 2001: Rude Hotel Clerk 1985: Paper Boy 1995: Subway Sandwich  Maker 2004: McDonald’s Sandwich Maker 2014: Septic Tank Cleaner
Mike Wasn’t Too Optimistic About Finding Us a Place to Sleep. ,[object Object],[object Object]
Quotations from Night Clerk Mike ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Mapped Against Other Hospitality Providers, Your DoubleTree Club Fared Badly on November 15, 2001 . GROWTH-ORIENTED HEADING FOR COLLAPSE DESPISES & MISTREATS CUSTOMERS TREATS CUSTOMERS WELL
Mike Finally Found Us Rooms Here. ,[object Object],[object Object],[object Object],[object Object]
The Experience Mike Provided Deviated from Usual Treatment of an HHonors Gold Member. Insolence  plus  insults HHonors points  plus  frequent-flyer miles  Free confusing directions to shabby alternate hotel Free continental breakfast No room available Upgraded room when available Ignored reservation Confirmed reservation Actual Benefits Provided by DoubleTree Club 11/15 Expected HHonors Gold Member Benefits
Jon, a colleague, was arriving in Houston on an overnight flight  and coming to join us at the DoubleTree Club first thing in the morning. As we had to go stay elsewhere, we wrote  Jon a note and left it in care of Mike the Night Clerk.   Even After We Left the DoubleTree Club, Our Troubles Weren’t Over, as This Timeline Shows.
We Are Very Unlikely to Return to the DoubleTree Club Houston. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Revenue Lost to the DoubleTree Club Houston as a Result of our November 15 Incident Calendar 2001 Calendar 2002 Shown in U.S. dollars
We’ll Be Sending This Presentation to Promus Properties. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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Double Tree Show

  • 1. Yours is a Very Bad Hotel A graphic complaint prepared for: Joseph Crosby General Manager Lisa Rinker Front Desk Manager DoubleTree Club Hotel 2828 Southwest Freeway Houston, Texas
  • 2.
  • 3.
  • 4.
  • 5.
  • 6.
  • 7.
  • 8. The Career Path of Night Clerk Mike (He peaked last week.) November 15, 2001: Rude Hotel Clerk 1985: Paper Boy 1995: Subway Sandwich Maker 2004: McDonald’s Sandwich Maker 2014: Septic Tank Cleaner
  • 9.
  • 10.
  • 11. Mapped Against Other Hospitality Providers, Your DoubleTree Club Fared Badly on November 15, 2001 . GROWTH-ORIENTED HEADING FOR COLLAPSE DESPISES & MISTREATS CUSTOMERS TREATS CUSTOMERS WELL
  • 12.
  • 13. The Experience Mike Provided Deviated from Usual Treatment of an HHonors Gold Member. Insolence plus insults HHonors points plus frequent-flyer miles Free confusing directions to shabby alternate hotel Free continental breakfast No room available Upgraded room when available Ignored reservation Confirmed reservation Actual Benefits Provided by DoubleTree Club 11/15 Expected HHonors Gold Member Benefits
  • 14. Jon, a colleague, was arriving in Houston on an overnight flight and coming to join us at the DoubleTree Club first thing in the morning. As we had to go stay elsewhere, we wrote Jon a note and left it in care of Mike the Night Clerk. Even After We Left the DoubleTree Club, Our Troubles Weren’t Over, as This Timeline Shows.
  • 15.
  • 16. Revenue Lost to the DoubleTree Club Houston as a Result of our November 15 Incident Calendar 2001 Calendar 2002 Shown in U.S. dollars
  • 17.