Does money talk when it comes to hospitality?

I’ve heard several stories in recent weeks, and had my own experience too, where a sub-standard experience has been recompensed with a no quibble, straight-forward 100% refund. What does this say to the consumer? Does it encourage repeat purchase? Or does it prompt consumers to tell others about their bad experience?

Where technology is so prominent, and ‘hospitality’ as we knew it is shifting to something else, what other choice do operators have when the opportunity for personal engagement is so reduced?

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