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Hotel’s Broken Glass Desk

Background

Our customer slightly injured his elbow during a business trip. His hotel room glass desk was chipped on one of the edges.

The hotel was unwilling to offer any compensation as the customer didn’t need medical treatment. However, we made the point that this could have resulted in a more serious incident (a child tripping in the room and hitting their head onto the chipped glass edge). We made the point the daily inspection during room cleaning operations should have detected this issue.

Outcome

The hotel agreed to compensate the customer with a € 250 gesture of goodwill. Based on our commercial model (20% of the total value), if this was your case, you would take home € 200, and we would keep € 50. The case was resolved in less than 2 weeks.

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