On the heels of my complaint to Posados last night, I got a phone call from their regional manager today to apologize (which he did about twelve times in our five-minute conversation) and to get more details. It was clear from my conversation with him that he intends to talk to the managers at the Posados in question to try and address the problems I described in my letter (at the above link). That certainly made me feel better. He also told me that they’re a small company (only 13 stores, I think he said?) and don’t do ANY advertising, relying instead solely on word-of-mouth referrals. That surprised me. But it also told me that my comments really did matter to them, and that they’d do something.
Then he offered me dinner certificates and promised it would be a better experience next time.
I was really grateful for many things, especially his rapid response, obvious interest/concern, and his willingness to make it right.
Bravo, Posados. I recognize nobody can be perfect all the time, but I commend those who care enough to try to be, anyway.