Tales of a hotel, a UFO and a cow in discomfort

Would you like some anecdotes from the hotel case study?


"Guests have invoked the guarantee for a variety of reasons ranging from a UFO encounter to rough toilet paper, over the past 10 years.


In the UFO incident, the front-desk clerk was alerted that a guest had been awakened in the middle of the night by a series of flashing lights outside his window. The guest alleged the lights had come from a UFO. Though no other guests had complained of the incident, the hotel reimbursed the unhappy traveller. "Though we receive some strange invocations of the guarantee, we find very little abuse of it," a hotel official said. Guest inconveniences caused by occasional power outages or breakdowns in equipment are the most common reasons cited.


A case in point of employee empowerment is the story of a noisy cow left in its trailer in the parking lot of the hotel. When news of a constant "mooing" reached an employee, he became determined to fix the problem. The employee discovered the cow's owner had posted a "Do not disturb" sign on his room door. The employee, who had been raised on a farm, checked further and found that the cow had not been milked (a likely cause of discomfort for the cow). The employee took the initiative to milk the cow himself and in the end, helped all guests that evening (including the cow) get peaceful rest.

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