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The customer isn't always right

October 04, 2009

Regarding Catharine Hamm's On the Spot column about Hilton's Best Rate Guarantee policy ["Room for Doubt," Sept. 27]: I side with the Hilton on this one because it doesn't seem as if there was any intentional deception or money spent that otherwise wouldn't have been spent if not for the advertised guarantee. In other words: No harm, no foul.

Jeff Norman

Los Angeles

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