Gus, the GM overheard my conversation with the front desk regarding the worn furniture in our room, and a $ room security deposit for our stay for damages. As I showed the photos to the person at reception after our first night, Gus intervened.
In a most polite manner, he introduced himself, handed me his card, and offered to change our room with a significant upgrade. At first I declined, however, he wanted us to be happy, and explained the hotel is undergoing major renovations, albeit it takes time.
I still remember his words, “People check in as guests, and check out as friends “.
Although he alone cannot alter the Hilton corporate plans; yet locally onsite he and his staff understand customer satisfaction. Bravo!!