I stayed at the Radisson in Grand Rapids and experienced something no parent ever should—my son drowned in their pool. He was revived my my wife, thankfully, but ended up in the hospital for what we were told would be several days. Our checkout was scheduled for Sunday, and starting Thursday, I called every single day to request a one-day courtesy extension so we could manage the emergency.
I've worked in the hospitality industry for years. I *know* a one-night comp in a situation like this is absolutely something that can be done. But what shocked me more than the denial was the complete lack of basic human decency. Not one person I spoke to ever asked, “Is your son okay?” or even “Are you okay?”—this is the hospitality industry, yet there was zero compassion.
Day 1: I was told I’d get a call back. I didn’t.
Day 2: I was transferred to the voicemail of the GM, who I was told was in the building. Still no call.
Day 3: Instead of concern or support, I got a cold, automated text telling me to check out.
Horrible, horrible, horrible experience. The staff showed no empathy, no professionalism, and no regard for what my family was going through. I’ll never stay at a Radisson again, and I sincerely hope they take a hard look at what “hospitality” is supposed to mean.