A friend was telling us about the time when she was a bridesmaid for a wedding at a swanky hotel in La Jolla, and it seemed as if everything that could go wrong certainly did: the hotel had accidentally double-booked the honeymoon suite, the flowers had been switched with another wedding happening later that afternoon, the reception ballroom had a sticky floor from spilled drinks from an earlier party. All in all, not a great showing for the hotel. "In the grand scheme of things, it's the marriage that matters, not the wedding," said our friend, "But still: When you're paying so much money for all of this, of course you expect things to go as smoothly as possible!" Employing the age-old philosophy of the squeaky wheel getting the grease, the bride's furious mother wrote a letter to the hotel manager, detailing all of the things that went wrong. End result? They got a few free nights to stay at the hotel's penthouse suite.
When do you write a letter of complaint? What sort of things do you deem unacceptable, and what sort of things do you let slide?