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  • Update Aug 2013 I made this review, got a response from a manager, replied to him, and then nothing more. I forgot about it, as it didn't matter to me anymore. A few months later, I got a call from a woman manager who said she apologizes, they didn't see that I had replied to another manager's comment to my original 1-star review. She was embarrassed so much time had passed. She said the actually listened, realized managerial influence was light at closing, and don't know things had gotten this way. They actually appreciated my constructive criticism & have CHANGED things at closing. That is actually what I HOPE FOR with every not-good review I leave. She enticed me to come back with a thank you gift for me at the desk. Already used some of it, good for her! Ritz Carlton knows that the best way to make a customer for life is to take a bad situation and make it RIGHT, makes people even more devoted than when everything goes fine. Seems Changing Hands has done some loyal customer homework...
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