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Woohoo! I posted yesterday that while I really like (ok, love) the Club Carlson Big Night Giveaway, I was very disappointed that they had posted on their Facebook page that existing reservations would count before the promo launched, only to then delete that post and say that only reservations made after the promotion started on May 15th would count. This means that some folks now had non-refundable reservations that wouldn’t count toward the promotion. Somewhat surprisingly, there was actually a fair number of folks who were upset that I had posted about Club Carlson going back on what they said. However, as I said in that post, I feel if I am going to post good things about companies and promotions, it is only fair to also post the negative things. Additionally, some folks didn’t know that the “rules” had changed and that their pre-existing reservations no longer counted.
I was also somewhat hopeful that if enough attention was brought to this issue that Club Carlson might do the right thing and at least make some exceptions for folks who had made reservations based on what they had read on the official company Facebook page. Deals We Like and Loyalty Traveler also wrote similar posts about the issue in the last 48 hours. Other bloggers and upset customers have also been emailing, Facebooking, and Tweeting them with this same issue. I want to be able to trust the social media presence from a company, and I wanted them to do what was (in my mind) the right thing after some incorrect information was communicated.
I have no idea what caused Club Carlson to reverse their position, but I am very glad that they did. Here is what their Facebook page now says:
We would like to apologize for some confusing information about the terms of the Big Night Giveaway. The promotion was intended to be for new reservations only, however we inadvertently communicated it would be valid on existing reservations.
Guest satisfaction is a major priority for our brand. As a result, we have decided that all existing reservations as well as new reservations for stays completed by July 15th will be eligible for the promotion. Thank you for your feedback and continued loyalty. Please visit www.radissonbignightgiveaway.com to learn more.
In my mind, they have now gone above and beyond in counting all pre-existing reservations. Mistakes happen, and I firmly believe it is how someone responds to the mistakes that really matters. In this case, Club Carlson has responded very well to the accidental error, and that is what matters to me in the end. Though it did seem to take a bit of pushing from unhappy customers…… 😉
Thanks to Club Carlson, and for all of you who voiced your concerns to them. Let the bonus points start coming in for everyone!
Thanks to @JeffTheWanderer (aka Indulge the Wanderlust) for Tweeting me with this good news! Though as he points out, the official terms have not yet been updated, so let’s hope the FB page is correct. 😉