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Engagement Marketing
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A couple traveled to the Boston area to attend a wedding, and their host—who lived in the area—booked them a room at a gor- geous bed and breakfast. The B&B’s website featured fabulous photography of its stunning location, so the bride felt good about choosing this particular B&B. She requested a room on the first floor and informed the person handling the reservation that the husband had trouble climbing stairs due to a physical disability. When the couple arrived, they learned that no first floor rooms were available; instead, they had been given a room two flights up at the back of the B&B. You know how this works. You don’t like to make a fuss, so you say, “Okay, we’ll deal with it.” The room, although difficult to access, was lovely. After attending the wed- ding, however, the couple returned to their room to find a freshly made bed . . . and a pile of wet towels on the floor. When the couple reported the mess to the front desk receptionist, they got a blank stare and a shoulder shrug.