Reading the fine print for breakfast

Brad DeLong points to the fine print in a hotel’s complimentary breakfast offering

    Fresh Fruit Parfait–Granola and yoghurt topped with Fresh Fruit OR Two farm fresh eggs, scrambled (Only) with choice of Bacon or Sausage. Served with country potatoes and a Croissant. Toast is not included with Hotel breakfast, Nor can it be substituted for the Croissant, however it can be purchased for $1.95. Coffee, Tea, Milk, Lemonade, Orange Juice, Apple Juice, or Pass-O-Guava Juice Only Is included with Hotel Breakfast Please No substitutions on Hotel breakfast. A $3.95 credit will be applied to other entries on the breakfast menu if you choose outside the box.

Two comments.

First, as Brad DeLong observes, the hotel squanders much customer goodwill through its complicated rules.

Second, this hotel has to be a good candidate for a six sigma project. Their rules are so complicated that the costs of enforcing them have to be higher than any incremental revenue the policy brings.

About Gary Leff

Gary Leff is one of the foremost experts in the field of miles, points, and frequent business travel - a topic he has covered since 2002. Co-founder of frequent flyer community InsideFlyer.com, emcee of the Freddie Awards, and named one of the "World's Top Travel Experts" by Conde' Nast Traveler (2010-Present) Gary has been a guest on most major news media, profiled in several top print publications, and published broadly on the topic of consumer loyalty. More About Gary »

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