Creaking Towards Five Stars

I work in a luxury boutique hotel. The building dates from the sixteenth century in a town with cobbled streets and antique shops. People come for the charm of the good ol’ days.

A guest left an online review.

Guest: “I feel the need to complain about the floorboards. They creaked.”

My manager responded. 

Manager: “I feel the need to point out the age of the building. Next time, maybe you would be more comfortable staying at a [Hotel Chain].”

I have another guest check in a few weeks later.

Other Guest: “I saw your manager’s response to that review online, and that convinced me to come and stay at the hotel!”